Harmony Healthcare provides healthcare organizations with the talent and resources needed to succeed today as well as the foresight to prepare for tomorrow’s challenges. In this employee spotlight, we’re excited to highlight Susan Carrier, Senior Director of Clinical Documentation Integrity (CDI).
We spoke with Susan to share her advice for clients and OP CDI professionals as well as insights from her career journey.
1. Tell us about your journey in healthcare?
I serve as Harmony’s Senior Director of Clinical Documentation Integrity (CDI), where I lead the company’s Ambulatory CDI practice. In this role, I’m responsible for overseeing active engagements, supporting new business pursuits, and developing innovative features and products to enhance customer return on investment (ROI) and ensure future sustainability. As a recognized thought leader in my field, I have published multiple articles and presented at industry conferences.
I hold an MBA from Babson College and a bachelor’s degree from Northeastern University School of Nursing, which contributes to my unique skillset of clinical expertise and business acumen. My professional achievements include successfully developing and implementing several outpatient CDI programs as Harmony’s practice leader and holding leadership roles in both Inpatient and Ambulatory Clinical Documentation Integrity at ChristianaCare, Delaware. I’ve also been honored with the ChristianaCare President’s Award for Excellence in Organizational Vitality and was named Delaware’s Nurse of the Year in Nursing Innovation in 2018, for my contributions to enhancing healthcare delivery through innovative nursing practices. Additionally, I’m active in the professional community, publishing and presenting at national and regional meetings for the Association of Clinical Documentation Specialists (ACDIS) and American Association of Certified Coders (AAPC).
Although hard to believe, I’ve been in nursing for more than 35 years and have been a consultant at Harmony Healthcare since 2019.
2. You’ve got a nice string of designations attached to your name. What drives you to continue your education?
In addition to nursing expertise, the demand for specific certifications in this area is great. In this role, the clinical knowledge from nursing supports the education of coding rules and requirements to the clinician.
Starting in OP CDI, the Certified Clinical Documentation Specialist (CCDS) was a requirement in the institution where I worked. When expanding my role within OP CDI, the role was so new there was not a certification available for the ambulatory role. ACDIS asked a group of OP CDI leaders to pilot the course and exam in 2018. This certification, the Certified Clinical Documentation Specialist – Outpatient (CCDS-O) is now standard in the industry and professionals are expected to have this certification to hold an OP CDI role.
3. What led you to make the switch from clinical to nonclinical healthcare?
After more than 10 years in the workforce, I transitioned back to family life, relocating to Delaware and was blessed to stay at home and raise my three children. Once my children were in school full-time, I wanted to return to a nursing position that was more flexible but still challenged my clinical acumen. With this in mind, I decided to obtain the certification and credentials to reenter the workforce as a Clinical Documentation Specialist.
4. What are you most proud of during your journey with Harmony Healthcare?
I’m most proud of bringing the out-patient CDI role to the forefront. Ambulatory CDI adds a consulting opportunity for clients completing their service offerings in human capital and its management.
5. What is the biggest takeaway you’ve gained from your career thus far?
I have three pieces of advice: you will never stop learning; it is perfectly okay to say no or to admit when you do not have all the answers; and, let go of the tendency to take everything personally.
6. What are the top OP CDI trends that you think people in the industry need to be prepared for?
Information Technology (IT) is here to stay, and we need to prepare for the optimal mix of the human component while capitalizing on the efficiencies of technology in this space.
Also, creating provider efficiencies while minimizing the demand for their time. We will soon see an influx of baby boomers while seeing a decrease in provider availability.
7. What advice would you give professionals in the OP CDI industry?
It takes a village; know when to say no, learn how to delegate, and do not be afraid to ask for help.
You don’t get to the top of the mountain without starting at the bottom and sometimes there are downhills while working your way up to the top! You must keep pushing to get there. By focusing on consistent effort and small, manageable tasks, you can build momentum and gradually work your way toward your goals (the summit).
Learning to listen. Listening offers several key advantages that enhance communication and relationships. It improves understanding, helps build trust and rapport, enhances problem-solving capabilities, and makes people feel valued. Most importantly, listening promotes personal growth by allowing you to learn from others’ experiences and insights.
8. Tell us a little about Susan outside of your professional life. How do you spend your time outside of work?
Spending time with my adult children is always at the top of my list; whether we’re traveling together, cooking, or attending and supporting their interests.
I also love trying new restaurants with current and former colleagues. By building relationships and maintaining my network, we have all grown significantly in both careers and evolving interests.
When I find myself alone, I prioritize self-reflection and self-love through activities like walking and reading, allowing me to recharge and nurture my own well-being.
9. What’s a fun fact about Susan that most people don’t know?
Although my children are now grown, and we are all successful in our thriving careers. My home continues to grow with a mini dachshund named Franklin (Frankie), two foster cats, Boo and Totoro, and an outdoor cat that adopted me five years ago, who responds to Kitty.
Whether you need help enhancing your organization’s CDI efforts or are looking for a new job in CDI, Harmony Healthcare can help. Reach out to us to see how we can support you.
