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.
References available upon request.
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