Kenneth Huelskamp

Spearhead the National Resource Hub; ensured consistent availability and management of information and resources and an improved experience for patients and their families.

Oversee activities of five remote FTEs with an annual inbound call volume of 20,000+ inquiries from patients and families; ensure adherence with organization standards. Evaluate existing procedures, identify potential gaps, and implement processes to improve the management of information and resources including automation, technology distribution of mobile devices, online registration, and phone tree improvements. Introduce a communication plan and several tools for patients, hospital staff and MDA staff.

Key Contributions:

• Implemented reporting process to provide insight into workload for the first time in the organization.
• Cut expenses by 40% and improved patient experience through automation and elimination of unnecessary processes.
• Responded to over 20,000+ inquiries in 2019.

Collaborated with subject matter physician experts to improve clinical practices, revise data sets and clinical data models, and ensure guideline processes are incorporated.

Actively monitored/evaluated environmental threats such as competitors, changes in practice and new developments in treatment options. Contributed to the development of supporting documents and presented training for the end user community utilizing web tools and at the Annual Conference. Conducted detailed analytical review of existing support functions to allocate/plan for the future growth. Provided administrator and training support for 90 users to confirm customer satisfaction and a positive experience. Supervised the daily activities of staff through direct interaction with over 14,000 users across nearly 2000 hospitals globally providing clinical, technology, and account management support. Led and negotiated contracts with participants and vendor organizations. Developed educational content and facilitated both live and on-demand webinar formats. Cultivated an open line of communication with customer base, ensuring timely information exchange through web postings, email, and call queue functionality.

Key Contributions:

• Introduced a CRM which provided new insight into the customer experience and satisfaction.
• Successfully migrated organizational membership database from iMIS to TMA Personify.
• Improved throughput and timeliness of payment and contract processing through the implementation of process improvements, supporting the collection of over 30% of the organization's gross revenue.
• Launched process enhancements delivering $30+ million in revenue.
• Responded to over 45,000+ inquiries in 2017.
• Enhanced team to support data registry and accreditation processes.

• Clinical Coordinator (2002 – 2007) with Inova Heart and Vascular Institute
• IT Customer Support Manager (1999 – 2002) with Inova Health System
• Clinical User Coordinator / Interim Director for CIS (1997 – 1999)
• Clinical User Coordinator / System Administrator – Omniserver (1993 – 1997)
• Assistant Director/Acting Director / Director, Cardiovascular Services (1990 – 1993) with Inova Fairfax Hospital
• Invasive Manager (1988-1990) with Inova Fairfax Hospital
• Cath Lab Supervisor (1986-1988) with Inova Fairfax Hospital
• Staff Cardiovascular Technologist (1984-1986) with Inova Fairfax Hospital