Texas Woman's University

American InterContinental University

Operations Director  -  Six Sigma Black Belt ► Healthcare  -  Operations  -  Primary & Specialty Clinics  -  P&L Management

Managed business operations at a large county hospital in New Mexico.
Spearheaded the integration of EPIC EMR, enhancing data management and operational efficiency.
Implemented change management operations for EPIC EMR go- live.
Developed front and back-office operations, improving workflow processes.
Pioneered office standardization initiatives, setting a benchmark for quality in healthcare administration.
Managed rigorous ACS COC accreditation process, ensuring compliance and excellence in service delivery.
Developed team capabilities in managing front and back-office operations, fostering a collaborative environment.
Enhanced hospital efficiency by leading EPIC EMR integration. Set healthcare admin quality benchmarks through office standardization.
Boosted team performance in managing hospital operations.

St. Vincent Oncology

Business Operations Manager III

Serving the largest county in Texas, Harris Health is a fully accredited and fully integrated healthcare system – as well as a safety net system – dedicated to improving the health of those most in need through quality care delivery, coordination of care, and education.

Overseeing the operations of two large primary care and specialty clinics – averaging 5,000 visits per month and staffed by 30+ physicians and advanced practice professionals – I drive business excellence by identifying and developing lean initiatives, establishing quality metrics, engaging employees, and coaching front line and professional staff in operational best practices.
 
PROJECT & ACCOMPLISHMENTS

➧ Through my work as a founding member of the steering committees for Be Well Baytown and Pasadena Vibrant Community, I helped to research and address food deserts in Houston. Collaborating with the population health director and local agencies, we established an on-site foodbank – Food Farmacy – to support those struggling with food insecurity and diabetes. 

Food Farmacy is the first healthcare-based foodbank in Texas, serving hundreds each month; a second location is currently being developed and major insurance companies are interested in our approach to this population health issue.

➧ As the co-leader for a clinic ACS diabetes control pilot project, I introduced a multi-disciplinary program that effectively reduced hemoglobin A1c levels – 1.4% on average – in new and out-of-control diabetics. This also led to decreased ER visits and hospital stays.

➧ By developing a patient scheduling template, I helped increase physician productivity and reduce patient no-show rate by 25%.

➧ Utilizing lean six sigma methodologies, I established procedures, as well as a 7-member review board, to receive, prioritize, and monitor project requests to reduce redundancies and better manage resources. An important aspect of this initiative is training more staff members as six sigma yellow belts.

Harris Health System

Sr Operations Manager ► Operational Excellence | Healthcare | Strategic Initiatives | Care Quality

Formerly known as St. Luke’s Episcopal Health, CHI St. Luke's Health - The Woodlands Hospital has supported the north Houston community since 2003. Serving first as Business Operations Manager, I was promoted in 2013 to Director of Operations.

DIRECTOR OF OPERATIONS

Leading the efforts of 5 department supervisors and 90 professional staff, I managed projects and initiatives to support growth and profitability objectives.

➧ After I was selected by the COO to turn around a failing service line – with losses of $1 million – I invested in new equipment, updated the revenue cycle to provide evidence-based outcomes, and reorganized staff assignments. 

Other change management actions included more robust engagement with referring physicians, standardizing the referral process for better communications, and focusing our staff on delivering positive client experiences. As a result, the service line achieved $500,000 in profits by the end of the first year.

➧ To further ignite growth, I launched an Outpatient Population Health program and relocated an executive health & fitness program to a new facility, which boosted client satisfaction by 18%. Other comprehensive customer service and marketing programs increased revenues by 40%.

OPERATIONS MANAGER

Managing three departments– Respiratory, Sleep, and Neuro Diagnostics – I oversaw program development, finance, and quality initiatives and supervised 31 professional staff.

➧ With the sleep clinic on the verge of closure, I secured approval to pursue accreditation and to acquire a competitor. Having gained accreditation from the American Academy of Sleep Medicine and doubling operational capacity, I launched an effective marketing campaign that pushed the clinic from a break-even status to capturing $1.2 million in revenue.

➧ Targeting improvement opportunities, I streamlined the JIT disposable supply list and reduced annual costs by $250,000.

St. Luke's Health

Director of Operations | Operations Manager ► Turn Around | New Initiatives | Business Growth

Southwestern Medical Center, a 199-bed full-service hospital, earned the highest level of accreditation awarded by the Joint Commission, the nation’s oldest and largest accrediting body.

As Director of the Cardiopulmonary and Sleep Services departments, I ensured our staff was focused each day on improving the quality of life for our patients. 

PROJECT & ACCOMPLISHMENTS

➧ By bringing an important monitoring program in-house – Interoperative Monitoring (IOM) – I helped increase revenues by $2.3 million.

➧ Using data captured from best practice reviews and internal audits, I led the development of protocols that generated $100,000 in savings.

➧ I conducted a thorough review of our supply usage and costs in my largest production area and identified opportunities to reduce operational expenses by 14%, in turn leading to an 18% increase in revenues.

Craig Johnson