Open to opportunities

Shawna McCaghren

@shawnamccaghren

Message

I turn complex operational data into quality improvements, automated reporting, and leadership-ready insights.

Canada

Message

What I'm looking for

I'm looking to apply data analysis, reporting automation, quality improvement, and operational insight to help healthcare or service organizations make better decisions and improve outcomes.

At Island Health, I connect patients, clinical partners, and executive leadership to resolve high-stakes care concerns and drive systemic quality improvements. I analyze patient feedback and clinical data, identify operational trends, and present compliance reporting that informs policy adjustments.

I previously built automated operational reporting at Shaw Communications using Alteryx, Tableau, SharePoint, FTP servers, and Power Automate. My work improved data quality, reduced manual processing, standardized workflows, and gave leadership clear KPI visibility.

I've also supported emergency services records, regulatory compliance, technical operations, and large-scale virtual technical support. I bring a patient-centred, quality-focused approach to translating complex data into practical recommendations.

Experience

Work history, roles, and key accomplishments

Current

Patient Care Quality Liaison

Current

Island Health

Jul 2024 - Present (2 years 3 months)

Serve as the strategic liaison between patients, clinical partners, and executive leadership to resolve high-stakes care complaints and drive systemic quality improvements. Developed a centralized process database and analyzed patient feedback to inform policy adjustments.

Data Analysis Process Optimization Reporting Risk Management Stakeholder Engagement Compliance Documentation

CLEC Operations Support Specialist

Shaw Communications

Aug 2021 - Jul 2023 (1 year 11 months)

Managed regulatory compliance, technical troubleshooting, and operational continuity for CLEC telecommunications infrastructure. Automated workflows with Power Automate and built Alteryx data flows for automated reporting.

Power Automate Alteryx Tableau SharePoint FTP Data Integration KPI Reporting Process Automation

CLEC Operations Representative, Records Management

Shaw Communications

Mar 2021 - Aug 2021 (5 months)

Identified and resolved a critical emergency services records defect through UAT. Created technical training manuals and standardized workflows for records management, improving data accuracy.

User Acceptance Testing Data Analysis Process Improvement Training Documentation Tableau KPI Reporting

Consumer Activations & Technical Specialist

Shaw Communications

Jul 2019 - Mar 2021 (1 year 8 months)

Spearheaded the Virtual Tech program during pandemic restrictions, optimizing remote resolution of over 130,000 technical issues. Authored training curriculum and diagnostic templates for frontline staff.

Program Leadership Training Instructional Design Technical Support