SUSAN MARCKLINGER 619 Brook Run Drive Westerville, Ohio 43081 614.507.0600 sm117d974@westpost.

net ----------------------------------------------HEALTHCARE EXECUTIVE - Turnaround Agent & Six Sigma Champion, Lead Teams in Critical Reorganization I nitiatives - Operations Leader with Multi-Facility Healthcare Systems Strategic Planning & Deployment Experience Inspire new benchmarks in the delivery of best practice-based services-build ben ch strength to create tomorrow's leaders today, leveraging clinical background a nd experience at major teaching hospitals to fuel heightened operational perform ance. Proven highly effective in turnaround and change management-designated as the 'g o-to' resource for re-engineering of existing systems, management of pilot progr ams, creation of sound operating infrastructures, and development of visionary l eaders. Captured millions of dollars in system-wide cost savings-deployed processes yiel ding unprecedented efficiencies, reductions in resource requirements, improved a ccuracy and productivity, and more sustainable and flexible workforces. ----------------------------------------------KEY AREAS OF STRENGTH * * * * * * * * Servant Leadership Principles & Six Sigma Techniques Turnaround & Change Management Leadership First-Time Process Design & Re-Engineering Multimillion-Dollar Cost Savings Mission-Critical Project Planning & Leadership Pilot Programs, Projects, & Processes Leadership Training & Development Technology Deployment

----------------------------------------------CAREER HIGHLIGHTS Trinity Health System - Mount Carmel Health System * Columbus, Ohio * 1990-2 009 Vice President (2005-2009) Provided strategic operations management, change leadership, and turnaround exec ution-due to financial failure, service performance issues, employee turnover, p oor customer satisfaction, and communication failures-for Care Continuum Busines ses (Hospice, Home Care, Home Infusion, Palliative Care, MC Connection (24 squad s and 2 mobile ICUs), Home Medical Equipment, and Revenue Cycle); Health Informa tion Management (System Medical Records, Coding and Data Services, Transcription , System Forms, and Library Services); and Behavioral & Corporate Health (Weight Loss Center, Cardiac Rehab, Otterbein College Student Health, and Occupational Health). Absorbed former Senior Director accountabilities and additionally charged with m ission and vision planning, strategic plan development and deployment, and opera tional and administrative oversight to non-nursing departments with a total of 7 00 employees and $50M in annual revenue. Directed talent acquisition, performanc

e management, and executive leadership functions while providing skilled operati ons, budget, marketing, and provider/network contracting management. Negotiated physician and provider contracts to cultivate enhanced relationships and drive c onsistency of care. Positioned departments for successful JCAHO surveys with few er Requirements for Improvement than the average single agency. Increased profit ability through the negotiation-sales and joint ventures-of select Care Continuu m Businesses. * Spearheaded countless major turnaround and change management initiatives, and within short order, provided the leadership, implemented the systems, and develo ped the leaders and support teams that were capable of driving financial sustain ability, quality assurance gains, and employee satisfaction improvements. * Developed visionary and state-of-the-art services recognized as models of best practice; managed several leaders selected for the Trinity Foundations in Leade rship Program to share best practices throughout 44-hospital system. * Captured system-wide savings of $15M annually by spearheading cost savings and cost avoidance initiatives through development of best practices and participat ion on numerous committees including the COO, Privacy and Security, and Integrit y Councils, the HIPAA Resolution Team, and multiple corporate committees. * Repeatedly slashed operating expenses through performance analysis and identif ication of opportunities to eliminate redundancies, improve consistencies, and m itigate risks; served as the 'go-to' person for piloting projects and processes, generating significant operational gains such as a $1.5M system forms cost redu ction. * Drove employee engagement and satisfaction to reach the 80th percentile, far s urpassing benchmarks and resulting in minimal turnover; identified and mentored organizational leaders who shared expertise through speaking engagements, articl es, and the Trinity Foundations in Leadership Program. * Achieved patient satisfaction survey results in the top 10% system-wide for Ho spice, Home Care, and Home Medical Equipment with Palliative Care being recogniz ed as a nationwide leader. Senior Director, Health Information Management (1999-2005) Led a team of 215 associates and managed an operating budget of $11M to drive co ntinuous performance, quality, and service improvement through the deployment of new technologies and the refinement of the technology infrastructure. Oversaw s hort- and long-range strategic planning and tactical execution throughout key op erational areas including coding and data services, transcription services, docu ment management, release of information, medical record storage and retrieval, s ystem forms administration, and library services. Hand-selected for special enga gements by the CEO. * Transformed the Health Sciences Library into a state-of-the-art service-eradic ating the antiquated and inefficient system of requesting an article and waiting 2+ weeks for delivery-working in concert with the Mount Carmel Foundation in ra ising $14M for the construction of a 4-story Center for Learning and Education. * Deployed a system-wide electronic medical records document management system, which surpassed return-on-investment objectives and allowed for the reallocation of 25 FTEs. New system created such efficiencies that during the '08 300-positi on reduction-in-force, only 1 person from the department was downsized. * Captured $2M in savings and a productivity increase of 85%+, through implement ation of voice recognition software for transcription services. Cut radiology re port turnaround time to <18 minutes, achieved quality standards of 99% on 45 mil lion lines from 55 physician offices and health system, and migrated 90% of work force to a work-from-home system. Senior Project Manager, Information Resources (1996-1999) Managed projects throughout the lifecycle from concept to completion, delivering on desired outcomes through collaboration with department leads, technology end -users, and information resources professionals. Led a 35-person team in definin

g user requirements, developing first-time tools, upgrading legacy systems, cond ucting testing, deploying technology solutions, training end-users, and managing change leadership processes. * Developed formalized project management methodologies to ensure consistent han dling of technology requests and alignment of projects with corporate goals and operational objectives. Project Team, Medicare Risk Team (1996); Project Leader, Implementation Team (19 93-1996) Oversaw the re-engineering of current work processes-in conjunction with Anderso n Consulting-migrating from a departmental focus to a patient-centric approach, dramatically improving quality, and securing $30M in cost savings. Orchestrated human resources concerns including talent acquisition, workforce planning, compe nsation redesign, compliance, communication, and formation of a governance model . Later, hand-selected for an 8-month initiative to prepare for operational chan ges as a result of managed care emergence in the Central Ohio market. Director, St. Ann's Respiratory Care & Pulmonary Diagnostics (1990-1993) - Foundational Experience The Ohio State University, Columbus Ohio Instructor, School of Allied Medical Professions Children's Hospital, Columbus Ohio Education Coordinator for Respiratory Care Medical College of Virginia Hospitals, Richmond, Virginia Director of Respiratory Care University Hospitals of Cleveland, Cleveland, Ohio Assistant Director of Respiratory Care ----------------------------------------------EDUCATION & CERTIFICATIONS Master of Business Administration University of Dayton, Dayton, Ohio Bachelor of Arts in Business Management & Human Resources Management Franklin University, Columbus, Ohio Associate of Applied Science in Respiratory Therapy Erie Community College, Buffalo, New York Six Sigma Champion Training - Trained by Breakthrough Management Group Higher Ground Servant Leadership - Trained by Lance Secretan ----------------------------------------------PROFESSIONAL AFFILIATIONS Volunteer, Aladdin Shriners Center (2009-present) Collection Committee, St Paul's Parish (2007-2009)

Member, Grandview Chamber of Commerce (2007-2008) Guest Speaker, Powell Rotary (2006-2008) New Directions Career Center (2005-2006) - Board of Trustees; Technology Committee Chair; Groundwork Group -