manager patient and family centered care resume example with 19+ years of experience
- , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- :
Skilled leader offering proven leadership, problem-solving and team building abilities developed over progressive career. Consistently empower employees to improve performance and maximize customer satisfaction through advanced training and mentoring. Resourceful and forward-thinking Manager steadfast in pursuing opportunities to improve day-to-day operations and bottom-line profits.
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Hackensack University Medical Center – Wayne, NJ,
- Functions as the mechanism for investigating patient grievances and works independently to manage grievance cases from initial contact, through appropriate documentation, investigation, resolution, and respond to the patient or patient’s representative, within the establish standards and policies, including referrals to quality assurance and to and from risk management.
- Educate patients, families, and team members about patient rights and responsibilities in accordance with the hospital policy as well as federal, state and regulatory agencies.
- Identifies the needs of the patient population served and modifies and delivers care that
- Consulted with customers to determine best methods to resolve service and billing issues.
- Executed [Number] outbound calls each week to existing customers, resulting in [Number]% increase in sales.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Provided detailed monthly departmental reports and updates to senior management.
- Managed needs of [Type] customers in busy [Type] environment alongside team of [Number] customer relations professionals.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Raritan Bay Medical Center – City, STATE,
Developed patient and family engagement training class for medical staff, hospital leaders and team members where participants learned patient and family centered care concepts achieving the Patient and Family engagement metrics to improve patient safety and health equity.
Led the patient and family advisory council in delivery of facility design project requiring close cooperation among members to share information and develop solutions to meet positive patient outcomes.
Planned and executed the new Welcome Visitors Policy achieving 99.5 compliance for medical-Surgical, Telemetry and Step-Down Units. Organized leaders in developing a hospital-wide leadership team to review visitor policy and re-create the current policy to support open visiting.
Led team of 20+ clinical and non-clinical leaders to engage in delivering assistance to patient and family engagement on daily basis.
Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
Hackensack Meridian Health Raritan Bay Medical Cen – City, STATE,
- Improved HCAHPS component in Responsivness of Hosptial Staff by developing service recovery framework training class for employees where participants learned resources, how-to-do, tips and techniques
- Assisted in development lauch of HCAHPS component for 'Commuication About Pain' achieving a 30% increase on the Medical Surgical unit over two quarters
- Successfully led customer service projects which resulted in an increase in higher patient satisfaction scores for the emergency department from the 56th % to 74th % over one year period
- Aided senior leadership during executive decision-making process by generating bi weekly reports to provide data for consideration of corrective actions and improvements
- Increased patient satisfaction results in HCAHPS Communication with Nurses domain by 25% over a two-year period by optimizing team collaboration and patient and family engagement
- Developed and supervised staff by providing orientation, training, support and direction
- Worked closely with other stakeholders to immediately address issues and implement effective solutions achieving a 15% decrease in patient concerns over one year period
- Licensed Clergy
- Ordained Minister
Community involvement in serving under privileged families in the FISH hospitality network of Central New Jersey.
Organized program for young adults to serve in local community projects
Increased the activity within the women's ministry by 30% over a three-year period
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Resume Overview
School Attended
- University of Phoenix
- Pillar College
- Institute For Professional Excellence in Coaching
Job Titles Held:
- Experience Advisor
- Manager, Patient - And Family-Centered Care
- Director, Guest Relations And Service Excellence
Degrees
- Bachelor of Science
- Associate of Arts
- Life Coach
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