LEAN SIX SIGMA WORLD CONFERENCE SPEAKER
Process Improvement Project Manager, BayCare Health System, Clearwater, FL, USA
Elisa Torres is a Performance Improvement Project Manager at BayCare Health System (BayCare) in Clearwater, FL. She has over 20 years of professional experience in the areas of healthcare, commercial finance, customer service, collections, billing, marketing, risk management and internal consulting.
The following is a summary of Elisa’s accomplishments at BayCare:
Conducted Lean Six Sigma project to create a central registration process, reduced waste by 33%, team achieved or exceeded goal 12 out of 12 months, and improved patient satisfaction scores as follows:
o Patient/customer recommends facility: from 76% to 83%
o Friendliness of staff: from 78% to 86%
Facilitated a DMADV team to create “small to medium box” design templates for ambulatory services
Led Emergency Department team to reduce throughput time by 50 minutes
Project Manager on reducing Hospital Acquired Infections, achieved a cost savings of $1.2M and won the 2016 Cost Award
Organized Pediatric Catheter Project Team to increase on time starts by 20% and the project won for Best Service Award 2011
Prior to joining BayCare, Elisa was a Black Belt at Tech Data for 3 ½ years and led process improvement projects in the Finance, Accounting, and Marketing areas and consulted internally on Human Resources, Information Technology, Purchasing and Sales projects.
Before Tech Data, Elisa spent 12 years with GE Commercial Finance, 2 years as a Black Belt, working with Commercial, Government, and State and Local accounts. She held various positions with increasing responsibilities in the Accounts Receivable, Billing, Customer Service, Internal Control, and Quality Departments. She was a GE Hispanic Forum Hub Leader and a member of the GE Women’s Network.
Elisa has successfully designed and reengineered improvement programs. She assisted with the design of an IT navigation tool for use between the Marketing Services and Accounting Departments to decrease the lag time from set up to closure of marketing accounts. This led to capturing 100% of the marketing dollars spent and created a customer reward system which generated $1.1M in revenue. She also led the reengineering of a Risk departmental process (known as “Quote to Cash”) by working with internal and external customers to minimize the financial risk associated with establishing customer accounts. The result was a reduction in lead time to set up accounts from 7 days to 1 day with reduced risk.
Elisa holds a Bachelor of Arts in Business Management from Eckerd College (St. Petersburg, Florida) and her Master of Business Administration from the University of Miami (Miami, Florida). She earned her Black Belt certification while at GE Commercial Finance. She has been with BayCare for 8 years.