Kristen Jane Sullivan
Wilmington,MA
Summary
Innovative practice management professional with over 17 years of healthcare experience. Demonstrated expertise in driving operational improvements, enhancing patient experience, and managing complex healthcare programs. Recognized for leadership in multi-disciplinary ambulatory programs and commitment to health equity and innovation. Possesses a comprehensive understanding of healthcare operations, underscored by a deep proficiency in analytics and optimization through the Epic EMR system. Committed to enhancing healthcare services through innovation, collaboration, and a data-driven approach, aiming to further contribute to healthcare management and operational success.
Overview
18
18
years of professional experience
Work History
Ambulatory Practice Manager / Transition to Home Program Manager
Mass General Brigham, Pediatrics, Newborn Medicine
10.2022 - Current
- Embraced dual roles, managing practice operations while supporting Transition to Home Program, fostering synergy across five programs within Center for Child Development
- Drove notable increases in visit volume and appointment efficiency, with 97% increase in completed appointments and reduction in new appointment lag
- Championed initiatives leading to substantial growth in health equity, with services for non-English speaking patients doubling in less than two years
- Orchestrated Contact Services Optimization rollout and PROMs initiatives, leading to significant improvements in patient service delivery and engagement.
Ambulatory Practice Manager
Mass General Brigham, Pediatrics, Newborn Medicine
09.2020 - 10.2022
- Restructured multi-provider visit cadence to align with value-based model of care, enhancing patient experience and reducing visit length
- Implemented initiatives that resulted in reduced no-show rates by 6% in high-risk patient populations, demonstrating commitment to health equity and accessible care
- Achieved 90% increase in visit volume in first fiscal year, showcasing exceptional growth and operational leadership.
Senior Administrative Assistant
Mass General Brigham, Pediatrics, Newborn Medicine
12.2019 - 09.2020
- Supported 'BCH Magic Button' Epic roll-out, facilitating seamless access to critical patient data for providers across multiple entities.
Patient Services Coordinator III / Practice Access Coordinator
Massachusetts General Hospital, Allergy
01.2019 - 12.2019
- Enhanced patient access by streamlining new patient intake procedures, optimizing workflows which improved satisfaction rates by 10% and improved no-show rates by 6%
- Managed patient experience initiatives, including leading disability advocacy and patient experience focus groups, resulting in 15% improvement in patient experience scores
- Oversaw daily operations ensuring efficient patient flow and satisfaction while maintaining high-quality standards for patient care.
Patient Services Coordinator III
Massachusetts General Hospital, Allergy
05.2018 - 01.2019
- Advanced to senior coordinator role, taking on greater responsibilities in patient services and clinic operations
- Acted as key member of Ambulatory E-Care impact workgroup during transition to Epic EHR system, playing pivotal role in successful adaptation of new system.
Patient Services Coordinator II
Massachusetts General Hospital, Allergy
03.2014 - 05.2018
- Led patient services workgroups with focus on enhancing patient experience, participating in development and execution of improvement initiatives
- Recognized for outstanding service and patient care, resulting in promotion to Patient Services Coordinator III.
Referral Specialist
Mass General Brigham, Patient Service Center
09.2013 - 03.2014
- Managed complex referral systems, facilitating efficient patient access to necessary healthcare services across Mass General Brigham network
- Collaborated with healthcare providers to ensure accurate and timely referral processes, enhancing patient satisfaction and care continuity.
Registration Coordinator
Mass General Brigham, Patient Service Center
01.2013 - 09.2013
- Provided critical front-line registration and coordination services, ensuring smooth and compassionate patient intake experience
- Demonstrated commitment to patient service excellence, contributing to the PSC's reputation for quality and efficient patient care administration
- Promoted to Referral Specialist within same year in recognition of exceptional performance and strong understanding of the Mass General Brigham healthcare system.
Surgical Materials Manager
Boston Medical Center, Perioperative Services
03.2007 - 09.2009
- Established department’s first surgical implant request procedure, enhancing operating room charge capture rates from 60% to 85% in first year and reducing dependency on loaner equipment
- Implemented workflow improvements for monitoring surgical instrumentation warranties and repairs, resulting in 25% reduction in departmental expenses and 41% decrease in operating room conflicts and surgical case cancellations
- Partnered with PricewaterhouseCoopers consultants as Surgical Superuser on initiatives leading to $1.2 million in savings for perioperative department.
Executive Assistant
Franciscan Hospital For Children, Support Services
09.2006 - 09.2007
- Managed departmental budget and contractor payroll, ensuring accurate and timely financial operations
- Oversaw regulatory compliance, including initiation and maintenance of building, new construction, and fire permits, safeguarding organizational adherence to regulations
- Supervised and coordinated daily operations, including scheduling and dispatch of maintenance, grounds crews, security staff, switchboard operators, and kitchen staff, enhancing organizational efficiency
Skills
- Operations Management
- Epic Systems Proficiency
- Strategic Planning and Execution
- Program Development
- Data-Driven Decision Making
- Process Improvement
Accomplishments
- Managed strategic growth initiatives resulting in a 97% increase in patient visits for the Center for Child Development, with sustained performance improvements.
- Orchestrated the Contact Services Optimization (CSO) rollout and integrated Patient Reported Outcomes Measures (PROMs), enhancing patient engagement and operational efficiency.
- Awarded the Brigham Culture Champion Award for contributions to team development and workplace culture in September 2022.
Education And Professional Development
- Brigham Leadership Program, Harvard Business School (01/01/23)
- MGB Operations Excellence Superuser Certification (02/01/24)
Professional Affiliations And Community Involvement
- Medical Group Management Association (MGMA)
- Community Action Network (CAN)
Publications And Research Contributions
- Transition to Home Program, Warren, M.G., Sullivan, K., 2024, "Transition to Home Program," a novel interdisciplinary virtual care program for post NICU discharge. Submitted to Mass General Hospital for Children Research Day. Mass General Brigham, Department of Pediatrics, Division of Newborn Medicine; Harvard Medical School.
- Brigham and Women’s Hospital Pediatric Newborn Medicine Department Implements a “Transition to Home Program”, Warren, M.G., Sullivan, K., 2022, Presented at the New England Perinatal Society Conference, Newport, RI. Brigham and Women’s Hospital Department of Pediatric Newborn Medicine; Harvard Medical School.
Timeline
Ambulatory Practice Manager / Transition to Home Program Manager
Mass General Brigham, Pediatrics, Newborn Medicine
10.2022 - Current
Ambulatory Practice Manager
Mass General Brigham, Pediatrics, Newborn Medicine
09.2020 - 10.2022
Senior Administrative Assistant
Mass General Brigham, Pediatrics, Newborn Medicine
12.2019 - 09.2020
Patient Services Coordinator III / Practice Access Coordinator
Massachusetts General Hospital, Allergy
01.2019 - 12.2019
Patient Services Coordinator III
Massachusetts General Hospital, Allergy
05.2018 - 01.2019
Patient Services Coordinator II
Massachusetts General Hospital, Allergy
03.2014 - 05.2018
Referral Specialist
Mass General Brigham, Patient Service Center
09.2013 - 03.2014
Registration Coordinator
Mass General Brigham, Patient Service Center
01.2013 - 09.2013
Surgical Materials Manager
Boston Medical Center, Perioperative Services
03.2007 - 09.2009
Executive Assistant
Franciscan Hospital For Children, Support Services
09.2006 - 09.2007
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