Marlena Kane

Founding Member, Leading Customer Operations & Success

2024

Advisor

2020 - 2025

Vice President, New Patient Access & Acquisition, So. California, City of Hope

2023 - 2024

Executive Administrator, Consumer Experience & Access

2022 - 2023

Associate Administrator, Consumer Solutions & Access

2020 - 2022

- Drove 300% increase to virtual visit volume within a 2 month period, supporting rapid digital health adoption during pandemic - Realized 40+ percentile point improvement in Press Ganey patient experience surveys over a 9 month period - Implemented significant call center operational improvements, including but not limited to 61% decrease in abandonment rate and over 40% decrease in average hold time within a 12 month time frame - Built and scaled scheduling operations to support COVID 19 vaccination process for Keck community, including digital deployment, and selection and implementation of external overflow partner to manage significantly higher scheduling demand and volume declines - Enhanced overall care delivery approach to be more consumer centric through design and implementation of innovative nurse triage and prescription refill programs

Vice President of Consumer Solutions and System Operations Center

2018 - 2020

The Vice President of Consumer Solutions and System Operations Center is responsible for the ongoing executive oversight of Care Coordination, System Operations Center, Consumer Solutions Center, the Fairview Operating System and Patient Experience, including establishing the strategic direction and leading the design and execution of these functions. This role will work collaboratively to create capabilities that enhance coordination of care, build capabilities to ensure proactive, predictive, and reliable operations, and ensure Fairview develops a comprehensive management and improvement system to enable a reliable set of operations that deliver optimal outcomes related to experience, engagement, efficiency and quality and safety.

Head of Scribe Operations, Training and Performance

2017 - 2018

Executive Director Of Value Stream Initiatives, Performance Excellence & Medicine Services

2014 - 2017

Director of Strategic Operations

2010 - 2014

Manager, Cancer Center

2010 - 2010

Assistant Director, Performance Excellence

2009 - 2010

Program Manager, Performance Excellence

2007 - 2008