Jill Thomas
Hornby,Canada
Summary
Executive continuous improvement leader and innovation expert who thinks practically and utilizes evidence based actionable data to build foundations for long term stability through change advocacy . Extensive history working with business leaders to identify process improvement initiatives through the utilization of standard project management principals and Lean Six Sigma methodologies and philosophies.
Overview
26
26
years of professional experience
Work History
Senior Market Leader
Access Information Management
10.2019 - 12.2023
- Developed and executed an Operational Excellence strategy with 14 critical KPIs, developing a foundation for continuous improvement and an innovation-driven culture. Strategy includes best practices, training and technology enhancements that drive efficiency and effectiveness and improves client service.
- Proficient in partnering with cross-functional leaders to ensure seamless end-to-end service delivery results culminating in receiving the 2022 Access Way award for being a pivotal culture creator and advocate for change and innovation.
- Strong financial acumen consistently exceeding 24 million dollar budget: 106% revenue to budget and 113% EBITDA to budget in 2023. 104% revenue to budget and 107% EBITDA to budget in 2022 winning the annual award for best in class operations management.
- Effectively communicates complex concepts, excelling in leading substantial change initiatives and persuasively engaging stakeholders across various business domains to accomplish goals. Achievements include an 8% increase in On-Time Delivery, 12% enhancement in Customer Service SLA's, 8% compliance and policy, 22% (150k) route optimization with positive impact to employee satisfaction and work life balance.
Manager, Data Integrity
Ontario Health (formerly EHealth Ontario)
09.2011 - 08.2018
- Managed team of Data Integrity Analysts, Systems Engineers, Interface Analysts, Technical Consultants and Business Analysts.
- Developed 34 point Data Management Dashboard that mitigated patient risk by: decreasing medical record exceptions by 79%, increasing stakeholder engagement by 38% and decreasing data exception life cycle by 23%.
- Initiated threshold analysis and work reclassification initiative resulting in 65% efficiency gain.
- Created Data Governance framework to assure integrity of data through its lifecycle to include data quality, data management and data policies within system of rights and accountabilities.
- Lead coordination and integration efforts amongst engineering, service delivery, industry stakeholders and hosptials.
Director of Continuous Improvement - North America
Iron Mountian
04.1998 - 07.2011
- As Operational Excellence Ambassador to all North American operations centers promoted collaborative relationships and supported objectives through identifying process optimization and standardization solutions.
- Acted as change agent and leader creating a process improvement culture.
- Provided leadership and support for 650 Data Integrity team members across North America, accountable for annual processing of 114 million data adds generating over $36 million in revenue and resolution of 480,000 data integrity exceptions via 1.4 million customer calls.
- Developed realignment effort to drive $1.6 million in process waste reductions, enhancement to customer experience and risk mitigation by normalizing inconsistent and antiquated process.
- Removed $480,000 in process waste from Canadian Area overhead expense by reducing variance and creating standardized digital process for administrative destruction processing process.
- Implemented and managed overseas business partnership that delivered $2 million in cost savings per year and delivery of over 99.98% service accuracy.
- Developed and introduced Digital Archive that deceased process variation by eliminating paper transactional research, introducing universal access and decreased cycle time resulting in improved service to customers and reduction in overhead expense.
Education
Health Informatics
McMaster University
Hamilton2016
Masters Certificate in Lean Six Sigma – Black Belt
YORK UNIVERSITY
Toronto, ON2012
Skills
- Strategic Thinking
- Leadership
- Culture Creator
- Budget Administration
- Process Improvement/Optimization
- Operational Planning
- Business Acumen
- Team Management
- Business Transformation
Accomplishments
- 2022 Access Way Award
- 2021 Thriving Market Award
- 2019 Member of Parliament Certificate of Recognition: Community Empowerment of Women and Girls
- 2016-2018 Defeat Depression Event Host
- 2006 President’s Award Nominee
Timeline
Senior Market Leader
Access Information Management
10.2019 - 12.2023
Manager, Data Integrity
Ontario Health (formerly EHealth Ontario)
09.2011 - 08.2018
Director of Continuous Improvement - North America
Iron Mountian
04.1998 - 07.2011
Health Informatics
McMaster University
Masters Certificate in Lean Six Sigma – Black Belt
YORK UNIVERSITY
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