Dawn Spencer, PMP

Experience

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  HealthPartners

  Jan 1996 - Mar 2000

  Clinicals Systems Supervisor

  Provided application, policy and procedure training to new and existing member services representativesImplemented Clinical Systems related to claims authorization, scheduling and call centersLiaison between health plan and clinicsSupervision of clerical and admitting staff in a nurse triage call centerSupervision of a physician to physician referral program for a major metropolitan hospital

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  McKesson

  Mar 2000 - Jul 2001

  Business Implementation Consultant

  Managed the implementation of an electronic medical record in the ambulatory settingConducted Application Training for internal staff as well as physicians, nursing, support staff and IT personnel. Developed Training DocumentationAssisted in Product Management for the ambulatory electronic medical record

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  DMS Consulting, LLC

  Jul 2001 - Jul 2002

  Principal Consultant

  Application Consultant, Implementation and Management of an initiative to provide electronic medical records in clinics that specialized in the treatment of HIVConducted Sales to new and existing LabCorp clientsAssisted in Product ManagementConducted Application Training for providers, support staff and IT staffDeveloped training documentation

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  McKesson

  Aug 2002 - Jul 2014

  Managed project implementation for Horizon Emergency Care Orders Upgrades, Horizon Emergency Care Documentation, Tracking Board and Horizon Ambulatory CareImplemented Horizon Emergency Care, Tracking Board, Enterprise Prescription Writer, Horizon Order Management, Horizon Expert Orders, Horizon Medical ReconciliationCoordinated workflow, process analysis and evaluation to help customers meet financial goals, regulatory requirements and core measuresAssisted in Software Customization to help customers meet financial goals, regulatory requirements and core measuresAssisted in Design, Build and Testing of ApplicationsAssisted in Design, Build and Testing of Applications to maximize Meaningful Use and selected Clinical Quality MeasuresConducted Application Training and DocumentationCompleted Budgeting and Forecasting for project financials, timelines and resourcesParticipated in the creation and execution of an Implementation Consultant new hire and on-boarding education programMentored numerous Implementation Consultants Show less

  • Senior Implementation Project Manager

    May 2011 - Jul 2014

  • Senior Implementation Consultant

    Aug 2002 - Jul 2014
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  DMS Consulting, LLC

  Nov 2014 - Apr 2021

  Principal Consultant

  I launched the boutique consulting firm to provide project management services to health care clients. I was the principal consultant who partnered with stakeholders and executives at Hospitals, Emergency Departments, Provider Networks and Clinics to take engagements through the full lifecycle.My focus with each engagement was to ensure the highest quality of service with the right methodologies for each client. I did this while working across the healthcare continuum to optimize workflows and applications for clinicians. As a result, I regularly worked closely with IT teams to implement cutting-edge technology solutions that would streamline processes and improve efficiency.Results during this time included:• Increased patient safety and reduced average length of stay through the comprehensive analysis of workflows and data in the emergency department of a client.• Provided go-live support and end user training to implement electronic health records and monitoring.• Generated a six-figure increase in cash flow by improving the physician documentation practices of a large healthcare system resulting in improved timeliness of coding and higher quality in the patient encounters.• Identified process improvement and application optimization to increase timeliness of coding and billing of patient encounters.• Analyzed current EHR charting practices and provided feedback on changes that would maximize coding and billing of patient encounters.• Provided strategic project management services including but not limited to develop project scope, budget, resources and timelines for 4 EPIC modules Clinical Case Management, Tapestry, Radiant and OpTime. Show less

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  DrFirst, Inc.

  Mar 2016 - Oct 2024

  During this time, I navigated a period of ever-evolving leadership and change in the medication management technology company. I led 4 teams with up to 16 direct reports who implemented 5 enterprise technology solutions (web and mobile). I sought to provide strategic leadership and tactical oversight to the teams that delighted our customers.Accomplishments included:• Drove the NPS score up consistently and achieved +80% customer satisfaction by launching the survey capabilities to monitor risks and celebrate successes by the teams.• Realized 66% reduction in time to first contact by the implementation team and established the first metrics to gauge the project delivery time to unlock future time savings for implementation projects.• Turned an at-risk customer into a long-time brand advocate by convening the teams to remove the barriers to success of the mobile solutions and led the teams who executed the highly customized process.• Generated 80 additional licenses for enterprise products after highly successful onboarding of 40 providers by prioritizing the new customer. Show less My success in scaling the Implementation capabilities of the healthcare technology company led to my promotion to the role of Director of Implementation. I led up to 16 direct reports during this time in the delivery of enterprise software implementation projects for our highly regulated clients. I also sought to continuously improve the delivery of our services for clients while consistently implementing advanced project management methodologies to empower the success of my teams.I served as a trusted advisor to our clients and my colleagues during this time. I did this by cultivating genuine relationships with people to foster their long-term success. I also empowered my team to seize calculated growth opportunities and supported their success through the process. Together, we tackled highly complex issues and projects in a way that delighted our clients and the patients they served.A few achievements during this time:• Managed up to 4 portfolios serving over 500 healthcare delivery organizations, IDN (EPIC, Cerner), and 36 technology integration partners including EMR and resellers.• Developed the implementation methodology and played a key role in the launch of the Telehealth business line providing secure patient-provider communication through the changing COVID restrictions.• Designed and improved the workflows of the implementation and configuration teams with customer insights.• Owned the budgets of the department and the profitability of all implementation projects to meet business goals.• Enabled retention of key clients through multi-year agreements with structures to maximize their adoption.Solutions Delivered: Enterprise SaaS, Mobile, Cloud-based Platforms, Web Applications, Services Show less I was elevated to the role of Implementation Manager for the privately owned healthcare technology company. I led a team that served all of our clients through the implementation. We served Emergency Departments, Specialty Providers, Surgical Centers, and Wellness Brands.My depth and breadth of healthcare technology experience enabled me to connect people through the software delivery lifecycle. I developed and scaled our implementation practice to continuously improve the experience of our customers. I also partnered with our product teams to shape the roadmap of the solutions and aid in the prioritization of the backlog. Through careful planning and coordination, I was able to successfully navigate through any challenges that arose during the implementation process. Show less I joined the medication management software company as a Project Manager and was quickly promoted to Professional Services Team Leader. I worked directly with clients and led the teams in the delivery of customized technology solutions. My role involved overseeing the implementation and training processes, ensuring that clients were successfully onboarded and trained on our software.My team and I worked closely with healthcare professionals such as nurses, pharmacists, physicians, and administrators to understand their unique workflows and needs. This allowed us to tailor our software solutions to meet their specific requirements. We also provided ongoing support to ensure that our clients were able to use and maximize the benefits of the software effectively. My ability to standardize the implementation processes also helped us to retain quality service delivery while navigating a period of rapid growth. Show less

  • Director of Implementation

    Jan 2024 - Oct 2024

  • Director of Implementation

    Apr 2021 - Jan 2024

  • Implementation Manager

    Apr 2019 - May 2021

  • Senior Project Leader

    Mar 2016 - Apr 2019
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  ROI Healthcare Solutions

  Mar 2025 - now

  Senior Project Manager