Michelle Norcross

Experience

• 

  McLaren Greater Lansing

  Jan 2005 - Aug 2013

  Responsible for 12 employees in the areas of infection control, risk management and patient safety, cardiac data abstraction and quality improvement. Responsible for budget of 1.25 million dollars. Oversight of value based purchasing and core measures chart abstraction. Developed dashboard for physicians and staff, resulting in increased clinical care measures scores. Oversight of Blue Cross Blue Shield pay for performance initiatives including: HMS, MARCQI, MiBOQI, BMC2 – PVI/VIC, BMC2 – PCI, MSTCVS, and MSQC. Received abstractor training for HMS program. Successfully implemented MARCQI program at McLaren Greater Lansing. Oversight of MHA Keystone initiatives. Restructured department resulting in increased productivity. Responsible for regulatory accreditation and survey readiness including applications and plans of correction for HFAP, CMS, MPRO and FDA. Restructured root cause analysis process resulting in streamlined process, increased participation and faster implementation. Supported quality improvement committees including: anesthesia, cardiovascular surgery, CRNA, internal medicine, pathology, endoscopy, family practice, emergency department, radiology, surgery, urology and utilization of osteopathic manipulation. Responsible for presentations to physicians, senior team and board of quality improvement and board of trustees on value based purchasing, pay for performance initiatives, and quality improvement. Responsible for handling complaints and grievances in accordance with CMS standards. Show less Performed mortality and quality reviews, root cause analysis, abstracted core measures, participated on MHA Keystone: Surgery initiative, investigated and responded to customer complaints, coded occurrence reports, prepared for accreditation, licensing and certification surveys including CMS and HFAP, ensured appropriate follow-up to identified issues from citations received from regulatory bodies, supported quality improvement committees including: anesthesia, cardiovascular surgery, CRNA, internal medicine, pathology, psychiatry, radiology, surgery, and urology. Show less

  • Director of Patient Safety and Quality

    Nov 2012 - Aug 2013

  • Safety and Quality Specialist

    Jan 2009 - Nov 2012

  • Executive Assistant

    Jan 2007 - Jan 2009

  • Administrative Assistant

    Jan 2005 - Jan 2007
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  Michigan Health & Hospital Association

  Sept 2013 - now

  Oversight for MHA Keystone Center work including pain management, CAUTI, culture, patient and family engagement, readmissions, focused interventions (SSI, falls, pressure ulcers, adverse drug events, CLABSI) and management of a team of individuals. Develop and implement operational project plans, overseeing work in order to execute and achieve the overall strategic goals. Coordinate with internal and external content experts, recruit and guide participating organizations, and help to assure that strategic and financial objectives for the collaboratives are achieved. Work with Vice President to set strategic direction for MHA Keystone activities, programs and services in conjunction with the MHA senior leadership, MHA Keystone Center board, and advisory committees. Provide day-to-day oversight of all of aspects of the assigned collaboratives and serve as a key contact for hospital teams, clinical experts/faculty, and advisory group members. Actively contribute to the successful achievement of department objectives through effective team involvement and proactive communication and collaboration. Directly manage and oversee work of staff to accomplish the day-to-day collaborative objectives. Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work. Develop and present collaborative updates that include process and outcome evaluation measures, lessons learned, and evidence of impact to internal and external stakeholders. Show less Responsible for 2014 program development and implementation for MHA Keystone: Adverse Drug Events and MHA Keystone: Surgery Collaboratives and 2014 program development of MHA Keystone: Sepsis. Responsible for 2014 and 2015 program development and implementation for MHA Keystone; CAUTI. Responsible for 2015 program development, launch and implementation for MHA Keystone: Pain Management. Serve as the primary point of contact for hospital teams, clinical experts/faculty, and advisory group members for each assigned collaborative. Schedule, participate and lead regular content and coaching webinars/calls, site visits and seminars. Develop project materials including toolkits, publications, presentations, and patient engagement and empowerment resources. Maintain a working relationship with various agencies and organizations (e.g., federal government agencies, funding agencies, health care providers and administrators, expert faculty, associations, third party payers, etc.) including maintaining designated metrics and reporting. Planned, coordinated and hosted workshops, regional learning sessions and safe tables. Provide data management for collaborative projects including collaborating with data analytics managers on measurement design and development of collection tools, analysis of data and development of reports and abstraction guides. Provide communication, documentation and public relations support by creating, editing and producing collaborative documentation including training and instruction manuals and collateral materials. Show less

  • Senior Director, Safety & Quality

    Sept 2017 - now

  • Director, Patient Safety & Quality

    Oct 2016 - Sept 2017

  • Director Performance Improvement

    Jun 2015 - Oct 2016

  • Project Manager

    Sept 2013 - Jun 2015