Michele Hicks, B.A.

, LMSW, MBA

Overview of Skills Over 15 years Healthcare Experience Progressive Healthcare Leader Patient-Centered Philosophy Team-oriented Leader Quantitative and Qualitative Approach Excellent Oral and Written Communication Skills Supports Organizations Competency Requirements Follows framework for Process Improvement Documented Ability to Lead Multiple Projects/Teams Outcome Focused and Driven MICHELE HICKS 1313 Warbler Drive Forney, Texas 75126 | 214 536 7227 | mh15c0400@westpost.net EDUCATION Grambling State University 1991 B.A. Psychology Grambling State University 1994 Area of Concentration: Health and Mental Health M. S. Social Work Texas A&M University 2004 Area of Concentration: Human Resource Management M.B.A. RELATED EXPERIENCE Baylor University Medical Center 2008 Quality Process improvement Consultant o Facilitated teams to improve outcomes related to patient satisfaction by using strategies to move from clinician focus to patient focus o Managed multiple projects which support the organization's mission vision and values by implementing best practices, developing strategies, and tactics to imp rove the patient experience. o Compiled Patient Satisfaction reports, tracked and reported outcomes at all le vels of the organization o Developed and facilitated educational modules aimed at aligning all members of the healthcare team with the Evidenced Based Caring Principles. Las Colinas Medical Center, Irving, Texas 2006

Social Worker o Coordinate discharge plans for Medical/Surgical patients o Identify patients at risk for hospital admission/readmission o Track and document findings in accordance with care management operating polic ies Medical City Dallas Hospital, Dallas, Texas 2005 Manager of Social Work and Clinical Information o Responsible for 14 staff persons which included both social workers and HIM pe rsonnel o Monitored regulatory requirements and developed performance improvement projec ts o Complied reports using statistical data and elements o Implemented process which addressed quality of medical record o Responsible for Release of Information, Chart Request, Chart Storage, Chart Re view, and other Operational areas o Implemented an automated chart review process o Participated on numerous process improvement and compliance teams Medical City Dallas Hospital, Dallas, Texas 2004 Social Work Supervisor o Supervised 8 Social Workers and accountable for day to day operations o Developed process which allowed students to do internships o Served as leader of Discharge Planning for all Case Management staff o Prepared and monitored reports for uninsured patients in order to reduce costs o Received honorable recognition for patient satisfaction scores Medical City Dallas Hospital, Dallas, Texas 1999 Social Worker o Coordinated discharge planning for oncology patients o Supervised Social Work interns o Facilitate discharge planning meetings o Interfaced with physicians, nurses, therapists and other clinical staff to mee t requirements and create positive relationships with payers MEMBERSHIPS o American Hospital Association o National Society of Quality o Studer Group o Institute for Patient and Family Centered Care o American Health Information Management Association o National Association of Social Workers o Case Management Society of America * Accomplishments Helped Facilitate Open Access in Critical Care Areas Developed Training Program for all New Hires Facilitated Implementation of Communication Boards for all Inpatient Units Developed Evidenced Based Caring Tool Developed Discharge Planning Committee

Implemented Social Work Internship Program Implemented an Automated Chart Review Process Recognitions Projects recognized in facility Quality Summit Award Poster Board will be presented at two National Healthcare Conferences Recognized for Participation in Studer Group Australia Received recognition for Training PCT's Publications and Papers "Case Management and Social Work: Collaboration is more than Luck" presented at the CMSA Conference 2005 "Social Work changes the face of Healthcare" written for Pulse Magazine 2005