NANCY A.

WULFF, CPHQ
Michiana Shores, Indiana 46360
219.878.3031 (mobile) nancywulff.quality@gmail.com
SUMMARY
Accomplished healthcare quality management professional specializing in transformational process
improvement by championing best practices resulting in national recognition and awards, improved clinical
quality, and increased patient satisfaction scores.
PROFESSIONAL EXPERIENCE
FRANCISCAN ALLIANCE

November 2002- January 2015

Manager of Quality and Performance Improvement, Munster, Indiana

October 2012-January 2015
Led and achieved Patient Centered Medical Home (PCMH) national quality association recognition
demonstrating systematic use of patient centered, coordinated care for a 68-provider outpatient practice.
Achieved NCQA score of 83/100 on first corporate attempt. Led a four person quality management team

PCMH practices: 1) increase access to health care, 2) improve care coordination by focusing on a
team based approach to patient care 3) increase patient engagement in their healthcare 4)
provide self-management tools for chronic conditions (diabetes, obesity and more)
Achieving national PCMH recognition led to improved positioning in todays managed care
environment, supporting the Pioneer Accountable Care Organization (ACO) structure thus
improving the experience of care, improving the health of populations, and reducing per capita
costs of health care

Launched and led the first outpatient patient/family advisory council in Northwest Indiana; resulted in
increased nationally ranked patient satisfaction scores in six-months:

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Sick visit appointment availability: scores improved from 30 to the 78 percentile

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Routine care appointment availability: scores improved from the 10 to the 80 percentile
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Courtesy and respect of receptionist staff: scores improved from 20 to the 76 percentile

Oversaw the patient complaint process, leading to a 64% reduction in complaints received 12 months
post-launch.
Led physician quality reporting system (PQRS) data submission to CMS, which fulfilled national baseline
data reporting requirements and increased revenue by $68,000.
Facilitated meaningful use (MU) attestation to CMS demonstrating efficient use of our electronic medical
record for improving patient care and increasing revenue by $620,000.
Led successful data-driven, population heath PI team projects resulting in the following sustained
improvements over a three to six month period:

80% reduction in patient and visitor falls in 2013

52 point increase in HEDIS scores
48% reduction in Urgent Care patients without a primary care provider (PCP)
12% increase in diabetic care measures
9% increase in pneumonia vaccinations

Transformed the quality council team structure to a data-driven, monthly reporting format resulting in
improved meeting effectiveness and accomplishing meeting goals in a timely manner.
Developed and implemented first ever provider scorecards via quality assurance patient chart audits.
Performance Improvement Data Analyst, Michigan City, Indiana
August 2008-September 2012
Coordinated hospital Performance Improvement teams and projects including:
Authored and awarded the National Stand Up for Patient Safety Management award (National
Patient Safety Foundation) in April 2011 for the sentinel lymph node mapping PI project.
Coordinated and improved the Healthcare Facilities and Accreditation Process (HFAP) 2008 and
2011. 2011 resulted in a record low of only 10 HFAP citations in the survey.
Due to Lean Six Sigma Greenbelt status, conducted quality and performance improvement
education for physicians and staff from 2008 to 2012.
Responsible for gathering, verifying and reporting healthcare quality data internal and external
sources including provider score cards.
Vendor quality reporting/relations/contract administration
Project Management/Gap Analysis

NANCY A. WULFF, CPHQ

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MD Wise Quality Coordinator, Michigan City, Indiana

May 2007-July 2008
Implemented data-driven patient outreach program for Medicaid participants that led to an overall increase
in HEDIS preventative care measure scores.
Quality Coordinator, Michigan City, Indiana
Personal assistant to VP of Quality and Patient Satisfaction
Other positions held at Michigan City location:
Patient Account Representative
Outpatient Pharmacy Technician

September 2006-April 2007

November 2002- August 2006

CHICAGO IVF
March 2001- July 2002
Physician Liaison, Orland Park, Illinois
Managed Northern Indiana and South Chicago suburbs sales territory for a seven location multimillion dollar in-vitro fertilization practice.
Created a sales and marketing department from ground zero. Consistently achieved monthly
goals of new patient referrals from OB/GYN practices
WALGREENS HEALTH INITIATIVES
April 1998 November 2000
Home Healthcare Pharmacy Technician, Schererville, Indiana
Nationally Certified Pharmacy Technician
Compounded prescriptions for home infusion including IVs, cassettes, syringes, chemotherapy
and TPNs.
Pharmacy purchasing and QA responsibilities, trained employees and pharmacy students.
SELECT SPECIALTY HOSPTIAL, Hammond, Indiana
February 1998 October 1999
Certified Pharmacy Technician- Paid Internship for an inpatient facility in an accelerated program (14
versus 24 months).
WYETH PHARMACEUTICALS- Carol Stream, Illinois
March 1989 June 1995
Territory Specialist
Managed Northern Indiana and South Chicago suburb sales territory for a major pharmaceutical
company specializing in female healthcare products
Achieved top10% of regional sales team ranking (12/72) top contender for Presidents Golden
Circle Award 1992
Launched first implantable contraceptive device in the US 1991 conducting training for physicians
and staff
PERRY DRUGS-Calumet City, Illinois
January 1986-November 1988
Pharmacy Technician
Key team member of retail pharmacy staff in a busy setting that averaged over 200 prescriptions a
day
EDUCATION

Bachelor of Science, Biology Major, PURDUE UNIVERSITY, Hammond, Indiana

Pharmacy Technician Certification Degree, SOUTH SUBURBAN COLLEGE, South Holland,
Illinois
CERTIFICATIONS/MEMBERSHIPS

Lean Six-Sigma Black Belt-Healthcare Certification, PURDUE Healthcare Advisory Board

(CPHQ) Certified Professional- Healthcare Quality, National Certification
National Association of Healthcare Quality (NAHQ)
Indiana Association of Healthcare Quality (InAHQ)

ADDITIONAL SKILLS
Microsoft Office, Outlook, Excel, Project Management, Access, Visio, Allscripts and EPIC EMR, Care
Discovery, Mini-Tab