HR CONSULTING CASE STUDY
CHRO
Transitioning from an outdated and sluggish in-house intranet system to a comprehensive, user-friendly intranet solution that aligns with the stringent security requirements of the healthcare industry can be a challenging endeavor especially when faced with limited IT resources.
For over 30 years, my client has been dedicated to making a positive impact in the healthcare industry. As an independent, not-for-profit hospital, they are committed to providing exceptional healthcare experiences for patients, their families, medical staff and the community.
My client successfully met industry demands and improved employee engagement by transitioning from a homegrown solution. When IT was in charge, there was a lack of substance. Prior to implementation, the hospital relied on requiring IT to create, maintain and update, resulting in a stale intranet due to delays. It was not practical for IT to be involved in the creation of policies or documents leading to difficulties in establishing ownership over certain content.
By shifting the responsibility from IT to other users and admins, the hospital was able to create dedicated department sites, maintain up-to-date employee directories and streamline the process of finding physicians on-site. This transition allowed for the offloading of burdens from IT and empowered users to take control of the intranet’s content. As a result, the homegrown intranet transformed from housing minimal resources and lacking functionality to becoming a robust platform with a growing supply of forms, policies and features essential in the healthcare industry.
Furthermore, the new customizable options in the solution enabled the hospital to build and reflect their brand and professionalism effectively. This shift not only met industry demands but also significantly improved employee engagement by providing a user-friendly and efficient platform for accessing necessary resources.
In addition to grappling with challenges related to a homegrown intranet, the healthcare industry faces a growing need to adhere to and enact policies. In response to this demand, the decision was made to delegate the task of policy creation to individual departments rather than relying solely on the IT department. This shift not only minimized delays but also enhanced overall efficiency. By transferring policies from a shared drive to the intranet, the process of accessing and tracking information was streamlined resulting in improved efficiency and accountability.
The new intranet for my client has empowered them to implement engaging applications for their employees. Some examples include training sites featuring videos, surveys to gather employee feedback, company announcements for upcoming events, HIPAA updates and recognition for outstanding departmental achievements. To enhance security measures, they also implemented an approval process. With email notifications and approval processes, their user-friendly online forms boast robust security permissions that are in high-demand within the healthcare industry due to regulatory requirements. The simplicity and time-saving features of their forms have enabled them to stay competitive in the dynamic healthcare industry. I have developed over 100 secure forms including Violent Incident Reports and Lost Property forms to meet the specific needs of my client.
PROJECT MANAGEMENT CASE STUDY
Chief Compliance Officer
The client is a non-profit network consisting of five hospitals and over fifty outpatient facilities. Patients have access to top-notch maternity care, cutting-edge cancer treatment technology, a renowned heart hospital and groundbreaking brain and spine surgery. With a workforce of nearly 5,000 employees and 600 physicians, my client is dedicated to revolutionizing the healthcare experience by providing world-class health services for individuals at every stage of life.
The organization was striving to enhance service delivery by adopting an Agile/Scrum framework. Recognizing the need to transform their IS PMO into an Enterprise-wide PMO, to achieve this goal they understood that assessing the PMO’s project management maturity and creating a roadmap were crucial initial steps. Concurrently, they were navigating a challenging rollout of new financial services capabilities throughout the enterprise.
The enterprise banking system Initiative was created to streamline and automate all financial operations within the network significantly enhancing the efficiency and effectiveness of financial activities and transactions. Throughout this project, I collaborated with various departments and external vendors to successfully transition and implement over ten banking services such as payroll, patient payment systems, accounts payable and workers’ compensation.
One of the key accomplishments of this initiative was the development and implementation of a Deposit Management Strategy. This strategy included a transition to a “cashless” operation for all physician offices which involved the deployment of scanner equipment across all offices and hospital locations. Additionally, as part of the program, comprehensive training and job aids documentation were developed and delivered to all physician offices and hospital locations to ensure a smooth transition and successful implementation.
Overall, the enterprise banking system initiative was a pivotal project that not only modernized financial operations within the network but also improved overall efficiency and accuracy. Through collaboration and strategic planning, we were able to successfully implement new banking services and processes that have had a lasting impact on the organization.
I played a key role in enhancing their document management system streamlining manual workflow processes for handling incoming correspondence to boost productivity, reduce paper consumption and save time. By implementing Agile Scrum tools and methodologies instead of relying on the conventional Waterfall approach, we were able to achieve significant improvements in efficiency and effectiveness.
The financial services project not only met but exceeded customer expectations, being delivered on time and within budget. This exceptional performance has motivated the client to move forward with their Enterprise.
MARKETING CASE STUDY
Marketing Director
The client is a Management Services Organization (MSO) that oversees multiple reconstructive and cosmetic surgery brands functioning as a house of brands where each organization maintains its unique identity. Collaboratively, we crafted a patient acquisition strategy for both the individual brands and the overarching umbrella brand.
Prior to our engagement, the company lacked a comprehensive media strategy and had not utilized Google Ads. As they continued to expand and acquire new brands, it became imperative for them to develop a digital marketing strategy that could evolve alongside their growth. They required a scalable media strategy, optimized campaigns for efficient spending allocation and a reliable partner to assist in elevating their brands to a national level. Their objectives included boosting new patient volume and striving to become the premier provider of reconstructive and cosmetic surgery services on a national scale.
Each brand within the corporate umbrella maintained its own distinct identity. This strategy offers numerous advantages in crafting distinctive value propositions and messaging tailored to specific market segments. However, it can also present challenges in terms of media strategy. To effectively achieve the patient acquisition objectives for each brand, I created separate accounts for each brand and implemented segmented campaigns to effectively target their respective audiences. Additionally, I enhanced the keyword strategy and designed optimized landing pages for each brand.
Through my efforts, I was able to enhance their understanding of the value that paid media brings to their business. By strategically reallocating spending towards more effective services and brands, I successfully reduced the overall cost per new lead on a monthly basis. These implemented strategies have laid a strong foundation for their continued growth and expansion within the US market with their ultimate goal being to become the leading provider in their specialized services. As a result of these initiatives, they have seen a significant 85% decrease in CPA, a remarkable 120% increase in new patient conversion rate and an impressive 260% increase in new patients.
COMMERCIAL REAL ESTATE CASE STUDY
Larry Trilops, Former SVP Outpatient Services, Renown Health
Renown Health’s 20+ year relationship with Stark Accelerators Commercial Real Estate began well before Stark’s inception. Renown’s then-CEO, Jim Miller, met Ken Stark in the early 1990s when Ken was serving IBM as a branch manager and Renown Health as an IBM client. Knowing that achieving success in healthcare requires delivering access to excellent primary care, Renown Health sought a real estate partner to ensure facilities were conveniently located for patients, employees, distributors and other medical providers offering complementary services. With quick expansion needs throughout Northern Nevada, Reno-based healthcare organization, Renown, needed expert advice on how to maximize on future real estate ROIs while maintaining quality growth of healthcare services throughout the region.
When Ken opened the doors of his own full-service commercial real estate firm, it was only natural for Renown to continue their long-standing relationship knowing he would apply his organizational and industry knowledge to their real estate needs. Ken advises Renown’s leadership team regularly in a number of areas including geographic analysis, competitive analysis, service provider locations and more to help Renown make informed decisions before investing.
Over the years, the Stark Accelerators team has advised and represented Renown in competitive acquisitions and dispositions while developing campus strategies that allow the organization to open easily accessible facilities offering the medical services proven needed by the community. Today, Renown Health is Northern Nevada’s only locally owned, not for profit health system offering a network of hospitals, urgent care centers, lab, x-ray and imaging services, primary care and multiple medical specialties.
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