SUSAN MARCKLINGER

Westerville, Ohio 43081 | 614.507.0600 | susan.marcklinger@gmail.com Turnaround Agent & Six Sigma Champion, Lead Teams in Critical Reorganization Initiatives Operations Leader with Multi-Facility Healthcare Systems Strategic Planning & Deployment Experience

HEALTHCARE EXECUTIVE

Inspire new benchmarks in the delivery of best practice-based servicesbuild bench strength to create tomorrows leaders today, leveraging clinical background and experience at major teaching hospitals to fuel heightened operational performance. Proven highly effective in turnaround and change managementdesignated as the go-to resource for re-engineering of existing systems, management of pilot programs, creation of sound operating infrastructures, and development of visionary leaders. Captured millions of dollars in system-wide cost savingsdeployed processes yielding unprecedented efficiencies, reductions in resource requirements, improved accuracy and productivity, and more sustainable and flexible workforces.

KEY AREAS OF STRENGTH

Servant Leadership Principles & Six Sigma Techniques Turnaround & Change Management Leadership First-Time Process Design & Re-Engineering Multimillion-Dollar Cost Savings

Mission-Critical Project Planning & Leadership Pilot Programs, Projects, & Processes Leadership Training & Development Technology Deployment

CAREER HIGHLIGHTS
Trinity Health System Mount Carmel Health System | Columbus, Ohio | 1990-2009 Vice President (2005-2009)
Provided strategic operations management, change leadership, and turnaround executiondue to financial failure, service performance issues, employee turnover, poor customer satisfaction, and communication failuresfor Care Continuum Businesses (Hospice, Home Care, Home Infusion, Palliative Care, MC Connection (24 squads and 2 mobile ICUs), Home Medical Equipment, and Revenue Cycle); Health Information Management (System Medical Records, Coding and Data Services, Transcription, System Forms, and Library Services); and Behavioral & Corporate Health (Weight Loss Center, Cardiac Rehab, Otterbein College Student Health, and Occupational Health).

Absorbed former Senior Director accountabilities and additionally charged with mission and vision planning, strategic plan development and deployment, and operational and administrative oversight to non-nursing departments with a total of 700 employees and $50M in annual revenue. Directed talent acquisition, performance management, and executive leadership functions while providing skilled operations, budget, marketing, and provider/network contracting management. Negotiated physician and provider contracts to cultivate enhanced relationships and drive consistency of care. Positioned departments for successful JCAHO surveys with fewer Requirements for Improvement than the average single agency. Increased profitability through the negotiationsales and joint venturesof select Care Continuum Businesses.

Spearheaded countless major turnaround and change management initiatives, and within short order, provided the leadership, implemented the systems, and developed the leaders and support teams that were capable of driving financial sustainability, quality assurance gains, and employee satisfaction improvements. Developed visionary and state-of-the-art services recognized as models of best practice; managed several leaders selected for the Trinity Foundations in Leadership Program to share best practices throughout 44-hospital system. Captured system-wide savings of $15M annually by spearheading cost savings and cost avoidance initiatives through development of best practices and participation on numerous committees including the COO, Privacy and Security, and Integrity Councils, the HIPAA Resolution Team, and multiple corporate committees. Repeatedly slashed operating expenses through performance analysis and identification of opportunities to eliminate redundancies, improve consistencies, and mitigate risks; served as the go-to person for piloting projects and processes, generating significant operational gains such as a $1.5M system forms cost reduction. Continued

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CAREER HIGHLIGHTS
Continued Vice President, continued

Drove employee engagement and satisfaction to reach the 80 th percentile, far surpassing benchmarks and resulting in minimal turnover; identified and mentored organizational leaders who shared expertise through speaking engagements, articles, and the Trinity Foundations in Leadership Program. Achieved patient satisfaction survey results in the top 10% system-wide for Hospice, Home Care, and Home Medical Equipment with Palliative Care being recognized as a nationwide leader. Senior Director, Health Information Management (1999-2005)

Led a team of 215 associates and managed an operating budget of $11M to drive continuous performance, quality, and service improvement through the deployment of new technologies and the refinement of the technology infrastructure. Oversaw short- and long-range strategic planning and tactical execution throughout key operational areas including coding and data services, transcription services, document management, release of information, medical record storage and retrieval, system forms administration, and library services. Hand-selected for special engagements by the CEO.

Transformed the Health Sciences Library into a state-of-the-art serviceeradicating the antiquated and inefficient system of requesting an article and waiting 2+ weeks for deliveryworking in concert with the Mount Carmel Foundation in raising $14M for the construction of a 4-story Center for Learning and Education. Deployed a system-wide electronic medical records document management system, which surpassed return-oninvestment objectives and allowed for the reallocation of 25 FTEs. New system created such efficiencies that during the 08 300-position reduction-in-force, only 1 person from the department was downsized. Captured $2M in savings and a productivity increase of 85%+, through implementation of voice recognition software for transcription services. Cut radiology report turnaround time to <18 minutes, achieved quality standards of 99% on 45 million lines from 55 physician offices, and migrated 90% of workforce to a work-from-home system. Senior Project Manager, Information Resources (1996-1999)

Managed projects throughout the lifecycle from concept to completion, delivering on desired outcomes through collaboration with department leads, technology end-users, and information resources professionals. Led a 35-person team in defining user requirements, developing first-time tools, upgrading legacy systems, conducting testing, deploying technology solutions, training end-users, and managing change leadership processes.

Developed formalized project management methodologies to ensure consistent handling of technology requests and alignment of projects with corporate goals and operational objectives.

Project Team, Medicare Risk Team (1996); Project Leader, Implementation Team (1993-1996) Oversaw the re-engineering of current work processesin conjunction with Anderson Consultingmigrating from a departmental focus to a patient-centric approach, dramatically improving quality, and securing $30M in cost savings. Orchestrated human resources concerns including talent acquisition, workforce planning, compensation redesign, compliance, communication, and formation of a governance model. Later, hand-selected for an 8-month initiative to prepare for operational changes as a result of managed care emergence in the Central Ohio market. Director, St. Anns Respiratory Care & Pulmonary Diagnostics (1990-1993)

Continued

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Foundational Experience The Ohio State University, Columbus Ohio Instructor, School of Allied Medical Professions Medical College of Virginia Hospitals, Richmond, Virginia Director of Respiratory Care Childrens Hospital, Columbus Ohio Education Coordinator for Respiratory Care University Hospitals of Cleveland, Cleveland, Ohio Assistant Director of Respiratory Care

EDUCATION & CERTIFICATIONS

Master of Business Administration University of Dayton, Dayton, Ohio Bachelor of Arts in Business Management & Human Resources Management Franklin University, Columbus, Ohio Associate of Applied Science in Respiratory Therapy Erie Community College, Buffalo, New York Six Sigma Champion Training Trained by Breakthrough Management Group Higher Ground Servant Leadership Trained by Lance Secretan

PROFESSIONAL AFFILIATIONS
Volunteer, Aladdin Shriners Center (2009-present) Collection Committee, St Pauls Parish (2007-2009) Member, Grandview Chamber of Commerce (2007-2008) Guest Speaker, Powell Rotary (2006-2008) New Directions Career Center (2005-2006) Board of Trustees; Technology Committee Chair; Groundwork Group