Director Of Patient Experience Resume Sample

Jessica Claire

Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
(555) 432-1000 - resumesample@example.com

Executive Profile

A highly motivated, personable individual seeking to obtain a challenging position that utilizes my vast work experience and provide opportunities for growth and advancement. Always ready for a new challenge, my strong leadership skills have enabled me to develop relationships of trust and respect as well as build unity amongst peers, team members and organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.

Skill Highlights

Strong communication skills-provide high quality, sophisticated levels of customer service
Dynamic leadership tactics-excels in coaching and mentoring team members with a heavy focus and dedication in skill development
People development-ability to motivate, energize and inspire team members, utilizing their abilities and recognition through special team, projects, rewards
Develop and maintain high performing teams

Higher level critical thinking, flexible and adaptable to change
Time management/Deadline sensitive
Strategic planning/Goal Setting-consistently evaluate issues/opportunities, excels in the ability to identify opportunities and solutions
Envision-ability to bring an idea to reality from conception to completion
Multiple project management

Core Accomplishments

Project Management:

Developed and implemented "Elevate" training program to entire facility focused on organizational goals, team performance and recognition resulting in the overall improvement of our patient satisfaction by 4.6% over the past year. Created, developed and oversee our volunteer program with UNLV Medical students to provide comfort rounds seven days a week, to a 100% of our patients.
Opening of new OKC Call Center- Spearheaded the coordination, organization and development of a team of 18 trainers for the opening of a new call center in Oklahoma City. Not limited to but including budgeting, schedules, travel, hotel, transportation, spending accounts, and travel cards while still maintaining daily function and responsibilities of our call center. Worked closely with Vo-Tec with hiring, testing and restructure of Sales and Service Manuals for all new hire associates.
Responsible for the interviewing, hiring and training of Executive team and associates for new call center. This included a total of 320 employees. Closure of San Francisco Call Center-coordinated the training of 290 new hire associates in Las Vegas Call Center.
"PAL" program (Personal Associate Liaison)to effectively improve communication between management and team members.
Scheduled and facilitated product training for three new concepts transferred to our call center.Assisted with the transition of San Francisco management team.

Staff Development:

Provide "Elevate" Training to all new hire employees focusing on the importance and expectations of Patient Experience.
Evaluate results to identify opportunities for improvement in service excellence and customer service and provides recommendations, action plans and timelines for improvement.
Launched well-received program of nurse leader rounds for all nursing leaders, unit directors, charge nurses and staff.
Mentored and coached Ortho/Neuro nurse leaders in effective NLR and rounding with a purpose resulting in a 8.6% increase in overall rating of care.

Personal Accomplishments:

Winner of "People First" Award, "Service Excellence" Awards, Perfect Attendance" Awards, National Board Certification, State, City, County Licensing

Professional Experience

10/2014 to Current

Director of Patient Experience Seasons Hospice & Palliative Care – Phoenix, AZ

Provide strategic direction and leadership toward achieving CMS Benchmark performance in patient and customer satisfaction areas. Review, compile and provide facility wide data specifically focusing on improvements and areas of opportunity. Collaborate with facility executive team to develop a strategic plan to improve the customer experience. Continuously monitor and report on implementation and results of plan. Coach leaders and staff through site visits, personal coaching, and training to ensure service excellence competency of staff at all levels of the organization. Create, update, maintain and audit training records to ensure completion. Work closely with the Division Director of Patient Experience and all Far West Division Patient Experience Leads to set goals and strategic plans for individual facility objectives. Patient Advocate-provide immediate resolution to issue/complaints received from existing patient’s. Receive and delegate incoming issues/complaints to department directors for immediate follow up with former patient’s and/or family members. Developed and Implemented volunteer program specifically focused on Patient Experience~Partnered with Assc. Dean at UNLV and 11 Medical Students for Patient Experience Volunteer Program. Fully responsible for interviewing, onboarding, training, goal setting, counseling and scheduling of all volunteers. Maintain strong communication with Patient Family Advisory Council Members and updates regarding quarterly accomplishments and quarterly meetings.

01/2009 to 10/2014

Manager/Lead Therapist Atlas World Group, Inc. – Canonsburg, PA

Responsible for the overall function, performance and success of studio. Supervised a team of 15 employees consisting of 11 therapists and four customer service sales specialists. Strategically reestablished contacts with Wellness Program Members, local media and local Health Career Centers/Massage Schools. Strong mentoring abilities which contributed to the success of our therapists and studio through developing top performers and solid clientele. Interviewing, training, coaching, hiring and counseling of all employees to meet/exceed company goals and expectations.

Bi-weekly and monthly conference calls and marketing events. Daily, weekly, monthly inventory of supplies. Scheduling and coordinating of therapists and customer service sales associates for coverage and time off requests.

February 2009-April 2010-I started out as Lead Therapists until promoted to manager in April 2010.

February 2009-April 2010-Lead Therapists at Hilton Grand Vacation and on-call therapist at the Canyon Ranch spa at The Venetian. I resigned at both of these locations due to the promotion of manager at Elements.

07/1996 to 03/2007

Manager, Training and Development Williams-Sonoma Inc. – City, STATE

Responsible for the hiring and development of leadership team and new hire associates throughout the call center. Continuously re-design training manuals and objectives based on organizational goals and opportunities. Continuously revise current reporting process to communicate the call centers overall and department specific performance stats accurately and effectively. Compile monthly reports in preparation for administrative and team meetings, quarterly presentations and trainings focused on department and company goals. Coordinate and oversee planning logistics of special events for corporate visitors and entire call center. Create, implement and deliver corrective action plans to enforce company policies or performance issues. Coach, develop and motivate teams to achieve/exceed department and company standards. Produced hi-performing teams of 23-28 Sales Associates, 30-45 Sales Associates. Strong focus on recognition and developing associate skills in order to build strong customer service while creating an atmosphere of professionalism and competence.

During my employment with Williams-Sonoma Inc. I quickly worked my way up to a supervisory position within the first 12 months. Until I was promoted to the Manager of Training and Development in May 2005, I held various supervisory positions within the call center and was repeatedly recognized for producing top performing teams, including but not limited to: Customer Service Supervisor, Sales Supervisor, E-Commerce Supervisor and Senior Customer Service Supervisor-Furniture Team.

Education and Training

Hawthorne High School, CSN, NorthWest Health Careers Graduate, Advisory Council Member, Benchmark Certification, Crucial conversation Certification, Training in Press Ganey Reporting Systems, Continuous drills and certifications on required codes such as: Haz-Mat, Emergency Evacuation Prep/Central Location, Hostile Work place, Active Shooter, Fire, Continuing Education-MT license

References available upon request.

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Resume Overview

School Attended

Job Titles Held:

Director of Patient Experience
Manager/Lead Therapist
Manager, Training and Development

Degrees

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