Lauren Cerqua
Pittsburgh
Summary
Dynamic and experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Excels in enhancing productivity and customer satisfaction, achieving over 90th percentile and expanding services.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager of Therapy Services
St. Clair Health
10.2012 - Current
- Successfully managed budgets and allocated resources to maximize productivity and profitability with progressive increase in responsibility of over $22 million in gross revenue across inpatient and outpatient teams.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members including multidisciplinary orthopedic team achieving Advanced Certification for Total Hip and Knee Joint Program.
- Developed strong team culture focused on employee engagement, collaboration, and learning opportunities that has grown to over 67 direct reports for physical, occupational, and speech therapy teams.
- Cultivated strong relationships with referring physicians, fostering trust and collaboration between medical professionals across disciplines.
- Demonstrated a proven track record of growth in all areas of outpatient therapy services across the system over the past 12 years, excluding 2020.
- Streamlined workflows by identifying bottlenecks in existing inpatient systems and proactively addressing these challenges through appropriate solutions implementation with cross-functional departments including Care Management and Social Work teams.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels including transition to electronic documentation from paper in electronic medical record. Worked closely with IT team to create 21 documents for outpatient therapy for transition to EHR.
- Leveraged data and analytics to make informed decisions and drive business improvements including expansion efforts in new Dunlap Family Outpatient Center.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty and maintained customer satisfaction in over 90th percentile for over 10 years.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives as well as successful expansion of services in areas of pelvic floor and lymphedema therapy.
- Enhanced customer satisfaction by resolving billing and insurance disputes promptly, maintaining open lines of communication with patients, and ensuring high-quality service delivery and service recovery.
- Continuous top performance in department-related results for Culture of Safety survey completed by staff.
Center Manager
NovaCare Outpatient Rehabilitation
01.2004 - 10.2012
- Created and implemented policies to improve operational efficiency and patient care quality in an outpatient environment.
- Developed strong relationships with patients, fostering trust and loyalty to the clinic.
- Utilized data analysis tools to track key performance indicators, identifying areas for improvement and driving continuous growth in clinic success.
Physical Therapist
UPMC
01.2003 - 01.2004
- Planned individually-designed treatment programs to restore, maintain and improve physical functioning, alleviate pain, and prevent disability in acute, rehab, and outpatient setting at UPMC Southside Hospital.
Education
MBA - Health Administration
Waynesburg University
Waynesburg, PA08.2024
Master of Physical Therapy - Physical Therapy
Duquesne University
Pittsburgh08.2002
Bachelor of Health Science - Physical Therapy
Duquesne University
Pittsburgh, PA05.2001
Skills
- Relationship Building
- Complex Problem-Solving
- Strategic Planning
- Cross-Functional Teamwork
- Managing Operations and Efficiency
- Customer Relationship Management
- Process Improvement
- Goal Setting
- Decision-Making
- Team Leadership
- Teamwork and Collaboration
- Problem Resolution
- Customer Service
- Dependable and Responsible
- Business Analysis and Reporting
- Multitasking
Certification
- Lean Healthcare Green Belt
- Licensed Physical Therapist in Pennsylvania
- Certified Lymphedema Therapist
Timeline
Manager of Therapy Services
St. Clair Health
10.2012 - Current
Center Manager
NovaCare Outpatient Rehabilitation
01.2004 - 10.2012
Physical Therapist
UPMC
01.2003 - 01.2004
- Lean Healthcare Green Belt
- Licensed Physical Therapist in Pennsylvania
- Certified Lymphedema Therapist
MBA - Health Administration
Waynesburg University
Master of Physical Therapy - Physical Therapy
Duquesne University
Bachelor of Health Science - Physical Therapy
Duquesne University
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