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Skills

  • Patient Communication Channel Optimization
  • Patient Experience KPI Reporting
  • Healthcare staff training development
  • Medication dispensing
  • Seasoned in medical clinical procedures
  • Wellness services
  • Immunizations
  • Patient Feedback Survey Design & Implementation
  • Healthcare performance metrics analysis
  • Escalated Patient Concern Resolution

Work Experiences

  • Collaborated with interdisciplinary teams to revamp the discharge process, shortening patient wait times by 13 minutes on average.
  • Achieved exceptional feedback scores.
  • Achieved consistent patient feedback.
  • Coordinated with IT to develop a real-time feedback system.
  • Conducted quarterly patient focus groups, utilizing insights gathered to implement 10 service enhancements that addressed patient pain points.
  • Created and updated HIPAA, benefits administration, and general liability policies and procedures while adhering to statutory, regulatory, and local, state, and federal guidelines.
  • Built partnerships with external stakeholders.
  • Collaborated with marketing to launch a communication campaign, significantly increasing awareness of aftercare services, driving follow-up engagement by 43%.
  • Coordinated a cultural competency workshop.
  • Collaborated with leadership to implement a training module.

Summaries

  • Exceptional communicator and proven problem solver.
  • Achieved consistent reductions in patient wait times.
  • Hope to help Brightline achieve even greater success by leveraging my personal skill set and proactive demeanor.
  • Costs were consistently reduced while profits were increased.
  • 4 years of hands-on experience.
  • Pursuing a similar position that requires a lot of focus and dedication.
  • Within Miscellaneous, senior Patient Experience Manager and outstanding performer in process improvement and workflow optimization.
  • Achieved a 43% success rate in resolving escalated concerns.
  • Accomplished in leveraging budget management to drive patient experience improvements, reallocating resources to key projects that increased patient satisfaction by 15%.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.

Accomplishments

  • Redesigned the patient feedback loop using ServiceNow, cutting survey response times by 65% and enhancing real-time issue resolution.
  • Led training for 17 staff members on patient engagement protocols, improving patient retention rates by 47%.
  • Initiated a volunteer patient navigation program, resulting in a 31% reduction in appointment no-shows.
  • Collaborated with dietitians, physical therapists, and other healthcare professionals to create a patient-first care plan model, improving long-term outcomes by 67%.
  • Documented and resolved standard which led to initiative.
  • Developed a comprehensive post-discharge follow-up program, boosting patient engagement by 50% within three years.
  • Analyzed survey data to identify trends in patient dissatisfaction, leading to the implementation of new policies that reduced complaints by 20%.
  • Successfully managed the launch of a digital care communication platform, increasing patient outreach efficiency by 67%.
  • Co-led patient advisory board meetings, leveraging feedback to adjust care delivery protocols and boost satisfaction scores by 25%.
  • Improved patient discharge processes in collaboration with nursing teams, reducing average discharge times by 11 minutes and increasing bed availability.

Affiliations

  • Leadership Program for Patient-Centered Care by Beryl Institute
  • Beryl Institute Membership
  • Healthcare Information and Management Systems Society (HIMSS)
  • Association of Information Technology Professionals
  • Lions Club
  • American Hospital Association (AHA) Membership
  • National Patient Safety Foundation (NPSF) Contributor
  • Project Management Institute (PMI) Membership
  • Association for Computing Machinery
  • Healthcare Leadership Through Innovation Certificate - process

Certifications

  • Healthcare Communication and Interpersonal Skills Certification
  • CompTIA Security+
  • Certified Healthcare Operations Professional (CHOP)
  • Project Management Professional (PMP) relevant to Healthcare
  • Apple Certified Associate (ACA)
  • Certified Agile Healthcare Leader (CAHL)
  • Salesforce
  • Patient-Centered Care Advocacy Certification Ironclad Systems
  • Telemedicine Program Coordinator Certification Cedar Works
  • Certified Patient Experience Professional (CPXP)

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