Last year, when the Bolivar area was blanketed overnight with 20 inches of snow, Jeffrey Miller had a unique opportunity to demonstrate his strong leadership skills.
As chief operating officer for Citizens Memorial Healthcare, Miller opened the Emergency Operations Center, and in the absence of the CEO, acted as incident commander to ensure that daily operations continued without a hitch.
“There were many activities to be coordinated, such as planning, logistics and operations, (to ensure) staff and medical care were available,” Miller says.
In 2010, when CMH received the Missouri Quality Award, Miller played a role in bringing that recognition to the health system.
“I was on the writing team and served as category lead for process management which included responsibility for the application details,” Miller says. “The award was nice; however, the real satisfaction is knowing that an independent outside panel of examiners validated the quality care that is being provided by our organization.”
Miller also was tapped by the CEO to implement process-based management and evidence-based leadership for CMH.
“Since implementation, CMH has seen employee turnover decrease, customer service scores have increased, quality care and evidence-based care surpass national averages, and our financial position has been positive during challenging economic times,” Miller says.
He also was approached by CMH home care managers and staff about starting a palliative care program for patients with serious illnesses, and he was able to launch a program to meet that need – and benefit all parties involved.
“The patient has always been the main focus of Citizens Memorial, and this program allows them to receive additional care and resources needed during a difficult time,” Miller says. “The physicians also win because they have assistance and resources to help manage these patients, and the organization wins through increased quality care and eventual referrals to our hospice program.”
Miller is the chairman of the Bolivar YMCA Strong Kids Campaign, leading fundraising activities to help ensure that any child who wants to participate in YMCA activities is able to do so. Less than a month after launching the campaign, funding was already at the halfway point to the $70,000 goal, he says.
As a member of Bolivar Kiwanis club, Miller helps organize fundraising for scholarships and youth projects. He also recently served as treasurer of the Polk County 911 board and is a board member for the Bolivar Chamber of Commerce.Click here for full coverage of the 2012 40 Under 40.