Shannon Hubler

Provider of Chronic Care Management and Remote Patient Monitoring.

Experienced leader working with medical providers, health systems, pharmacy technology and pharmacist-led clinical services. Focused on pharmacist-led interventions for members dealing with chronic illness and a need for medication support and intervention. Relationship-building skills supporting health care entities responsible for the member's overall care experience and clinical outcomes.

• Provides vision, leadership, and direction to 11 direct reports and a 650-person staff serving a multi-campus clinic. • Spearheaded the development of a unified communication strategy, decreasing call abandonment rate from 20% to less than 5%. • Championed a state-of-the-art imaging center, building the area’s first 3T MRI, CT, mammography, Dexa, and X-ray services. • Directed the acquisition and integration of a physical therapy practice that produced ROI in three months. • Launched virtual care tools and services, scaling the number of providers from 5 to 130 in two weeks and shifting 55% of clinic volume to virtual at the peak of COVID-19. • Built four drive-through COVID-19 testing lines in under three weeks to serve clinic patients and support underserved areas. • Introduced new tools to identify and correct Hierarchical Condition Category (HCC) coding, improving scoring accuracy. • Partnered with key stakeholders to implement a strategy that integrated Behavioral Health Services into primary care.

• Pioneered strategies to expand and track the operational performance of nationwide healthcare contact center platform and knowledge-based products. • Initiated and sustained crucial relationships with senior leaders, business users, customers, and external IT professionals. • Collaborated with prospective clients to develop healthcare scheduling, nurse triage, and revenue cycle. • Implemented a virtual tool that enabled call center agents to quickly access provider, clinic, and scheduling information. • Innovated automated outbound dialing system for appointment reminders, outbound follow up, care schedule, health management, and preventative health screening.

• Orchestrated plans and resource allocation for a 27,000 square foot contact center construction. Led four direct reports and a 225-person staff. • Assessed existing technology and identified an enhanced platform to support appointment, answering service, nurse triage, and outbound calling requirements resulting in improved patient access to providers. • Partnered with Human resources to seamlessly migrate staff from clinics to call center. • Restructured the hiring process, fee structures, and vendor management of external staffing agencies, accelerating candidate identification and employment.

• Directed daily operations for a 124-person team and allocation of $4.6 million annual budget. • Revamped the physical design and layout of contact center, resulting in optimized operations.

• Selected and trained a high-quality team of five managers and 50 center employees. • Consolidated multiple call centers into a single entity resulting in streamlined operations and budget efficiencies. • Initiated outbound calls for preventive screenings that drove $1.8 million in revenue in 6 months while saving numerous lives due to early disease detection. • Contributed expertise to committees, successfully obtaining level II trauma status for hospital to accommodate patients' needs.

• Designed optimal scheduling and staff coverage to exceed patient expectations, maximize available resources, and streamline hospital access and reception. • Strengthened relationships with physicians and facilities to improve quality and managerial involvement in accurate and timely patient placement.

• Directed nurses and staff in understanding shift changes, detailed schedules, and documentation required for patient placement and care. • Educated Code Blue Team in executing crucial initiatives to ensure emergency support for critically-ill patients.

• Provided exceptional care to patients in telemetry, surgical, ICU, ER, rehab, and post-partum units.