Caroline Perlman
West Roxbury
Summary
Results-oriented Engagement Manager specializing in client relationship management and strategic planning. Led initiatives enhancing procedural care and driving measurable outcomes. Expertise in data analysis and team collaboration fosters organizational change and sustainable growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Engagement Manager
Surgical Directions
Chicago
2024.07 - Current
- Spearheaded consulting, leadership, and technology solutions for over 400 clients, driving exceptional results in procedural and anesthesia care.
- Implemented proven methodologies that challenge the status quo, fostering realistic and lasting change through peer collaboration and clinical expertise.
- Demonstrated commitment to core values: building trust, empowering all, embracing change, demonstrating respect, being accountable, and celebrating success.
- Led fast-paced consulting engagements focusing on perioperative services and the care continuum, utilizing problem-solving skills and financial acumen to drive data-driven improvement opportunities.
- Successfully integrated into and led high-performance, interdisciplinary teams, achieving measurable outcomes and project milestones.
- Established and nurtured trusted client relationships, leading strategic assessments and implementation to drive profitable growth and project success.
- Innovated offerings to enhance client services and facilitated large-scale performance improvement initiatives.
- Actively involved in client sales, contracting discussions, and cross-selling opportunities to support business growth.
- Championed initiatives to transform hospital operations, driving corporate growth and ultimately improving client performance and patient outcomes through strategic planning and leadership.
Senior Quality Improvement Consultant
Boston Children’s Hospital
Boston
2022.10 - 2024.07
- Spearheaded data analysis, risk assessment, project management and execution of Quality Improvement and Hospital Operations projects and initiatives.
- Boosted quality compliance, driving initiatives that align with accreditation standards.
- Implemented process changes, ensuring compliance through staff education and regular audits.
- Owns department Clinical Pathways, Process Maps, Data Dashboards, Standard Operating Procedures (SOP), and Project Plans.
- Managed and mentored Quality Improvement Consultant and interns, fostering a culture of continuous improvement and professional growth.
- Cultivated team-focused environment, enhancing staff engagement and overall productivity.
- Designed and analyzed surveys, translating feedback into actionable improvements in patient care.
- Conducts User Acceptance Testing (UAT) for process changes.
- Consults and advises on and professionally supports department and hospital-wide programs, projects and initiatives.
Program Manager II
Amazon Care
Boston
2022.06 - 2022.10
- Manage telehealth software implementation projects, ensuring seamless implementation to launch, on-time launches, and enhancing customer satisfaction.
- Established strong customer relationships, transitioning from sales to successful deployment.
- Identified and escalated potential implementation risks, ensuring project continuity.
- Mitigated potential risks, ensuring smooth project execution.
- Served as primary contact for customer support during implementation, resolving issues efficiently.
- Fostered teamwork across functions to streamline project delivery, improving process efficiency.
- Collaborated with internal stakeholders and external customers, fostering a productive work environment.
- Catered to both Enterprise and Payor clients, and boosted customer satisfaction by understanding and addressing unique use cases.
Implementation Manager, Professional Services Team
Amwell
Boston
2020.04 - 2022.06
- Led telehealth software implementation projects and products of varying levels of complexity, enhancing client workflows and achieving seamless product integrations.
- Analyzed client needs, crafting tailored solutions that improved health tech efficiency.
- Spearheaded client-facing technical discussions, workflows and project plans, fostering effective communication and ensuring seamless implementation.
- Collaborated with cross-functional teams to drive product upgrades and launches.
- Oversaw User Acceptance Testing (UAT), ensuring product quality and client satisfaction.
- Trained clients on product upgrades and new features, enhancing user experience.
- Managed user testing, ensuring all launches met stringent quality standards.
- Identified and escalated potential implementation risks, safeguarding project timelines.
- Partnered with cross-functional teams to deliver innovative telehealth solutions.
Clinical Research Specialist I
Boston Children’s Hospital
Boston
2018.05 - 2020.04
- Part of the Study Management Core, which aims to test interventions that are effective, practical, measurable, scalable, and sustainable for individuals with Cystic Fibrosis.
- Manager of nation-wide clinical trials.
- Ensured compliance through meticulous IRB applications and study-related documentation.
- Championed patient recruitment, enhancing study validity.
- Oversaw data management, ensuring accuracy and reliability in study findings.
- Developed, implemented procedural trainings for participating sites and personnel.
Clinical Translational Research Coordinator
Vanderbilt University Medical Center
Nashville
2016.05 - 2018.04
- Managed three drug/device clinical trials for individuals with Mild Cognitive Impairment/Alzheimer’s disease, ensuring compliance with ICH, FDA, HIPAA and GCP standards.
- Implemented patient recruitment strategies, increasing participant enrollment for clinical trials.
- Coordinated clinical site monitoring to enhance trial accuracy and reliability.
- Provided diligent clinical site monitoring services, ensuring sponsor and regulatory compliance.
- Managed IRB and IND applications, achieving regulatory compliance and adherence to standards.
- Managed data collection and analysis processes to support research objectives.
Education
Master of Healthcare Administration -
Boston College
Chestnut Hill, MA2020-12
Bachelor of Science - Liberal Arts & Sciences, Psychology
University of Illinois
Urbana-Champaign, IL2016-05
Skills
- Client relationship management
- Stakeholder engagement
- Digital engagement strategies
- Project management
- Strategic planning
- Change management
- Performance measurement
- Data analysis
- Process optimization
- Team leadership
- Problem solving
- Effective communication
- Adaptability
- Stakeholder management
Certification
Six Sigma Yellow Belt
Presentations Publications
- Lack of interest in third trimester pregnancy is inversely related to arousal to unpleasant images in early postpartum., Juskiewicz, K., Satyshur, M., Perlman, C., Gollan, J., 11/01/15, Poster presented at the Perinatal Mental Health Conference, Chicago, IL
- Characterizing digital access in pediatric urology., Julia B Finkelstein, James S Rosoff, Regina L Tham, Caroline A Perlman, Caleb P Nelson, 10/01/23, Journal of Pediatric Urology
- Minimizing the Use of IV Antibiotic Prophylaxis after Pediatric Urologic Surgeries, Vivian W. Williams, MSN, RN, CPNP, Caroline Perlman, MH, Julia B. Finkelstein, MD, MPH, FAAP, Boston Children's Hospital, Department of Urology, Boston, MA, Poster Presented at Societies for Pediatric Urology
- Implementation of an Opioid Prescribing Guideline for Postoperative Patients in Pediatric Urology, Vivian W. Williams, MSN, RN, CPNP, Jean C. Solodiuk, PhD, RN, Rachael O'Keefe, MSN, FNP-BC, Caroline Perlman, MHA, Shannon McAvoy, Amy Starmer, MD, MPH, Carolina Donado, MD, MBI, Julia B. Finkelstein, MD, MPH, FAAP, Boston Children's Hospital, Department of Urology, Boston, MA, Poster presented at Pediatric Urology Nurse Specialists (PUNS) Annual Meeting
- Testicular Torsion: Put the Pedal to the Metal, Caroline Perlman, Erika Syokau, Caleb Nelson, Vivian Williams, Julia B. Finkelstein, Poster presented at the 2024 Annual Meeting of the American Urological Association
Timeline
Engagement Manager
Surgical Directions
2024.07 - Current
Senior Quality Improvement Consultant
Boston Children’s Hospital
2022.10 - 2024.07
Program Manager II
Amazon Care
2022.06 - 2022.10
Implementation Manager, Professional Services Team
Amwell
2020.04 - 2022.06
Clinical Research Specialist I
Boston Children’s Hospital
2018.05 - 2020.04
Clinical Translational Research Coordinator
Vanderbilt University Medical Center
2016.05 - 2018.04
Master of Healthcare Administration -
Boston College
Bachelor of Science - Liberal Arts & Sciences, Psychology
University of Illinois