Results-driven Management professional with 10 years of experience in healthcare operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies. Track record of improving operational stability, efficiency and profitability. Strong collaborator with senior stakeholders, effectively prioritizing activities, translating business requirements into solutions and achieving defined objectives.
Skills
Patient relations
Facility oversight
Performance metrics
Staff supervision
Staff development
Operations
Experience
Patient Experience Manager, 07/2019 - 01/2020 Sodexo Usa – Cedar Rapids, IA,
Steward Healthcare Act as an internal consultant and resource to, physician practices with a goal of driving performance excellence in patient experience.
Reporting to the Director of Patient Experience, the Patient Experience Manager serves as a facilitator and change agent for continuous cultural and patient experience performance improvement by providing practice based real time observation and feedback, patient experience education, patient survey analytics and patient comments, secret shopper initiatives, patient complaint resolution and service recovery and general patient experience support for the employed physician practices.
Using patient survey data and analytics the Patient Experience Manager will identify opportunities for improvement, implement improvement initiatives and measure success using concrete patient survey data.
Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Resolved conflicts promptly among physicians, nurses and other healthcare employees to keep workflows on task.
Initiated training and education programs for supporting healthcare staff.
Directed daily operations at facility caring for more than 100 individuals.
Collaborated with Quality Team to develop outcomes statistics.
Performed full sales cycle duties, increasing annual sales by 60%.
Lead weekly team meetings.
Organized and presented for community and clients.
Worked directly with healthcare practitioners, and their staff to improve work flow, and business development.
Provided product support through monthly educational events.
Prospected and developed new accounts.
Resolved customer complaints.
Trained in negotiations and time-management.
Developed organizational structures, patient experience standards and work ow initiatives across the region.
Worked alongside marketing to develop and created ongoing marketing initiatives.
Developed and implemented new sales strategies to update product lines.
Educated customers on product features and use to provide optimal service.
Formalized sales process to enhance operations and promote acquisition of new customers.
Developed and managed regional sales program and market operations.
Utilized Salesforce daily to track progress of territory and team.
Center Director/Patient Advocate, 06/2014 - 06/2016 Universal Health Services – Casper, WY,
Primary liaison between center and public/patient.
Managed and oversaw the daily operations of the Pasadena center, including but not limited to psychoeducation, insurance benefits, aftercare support, parent/family education, and financial aspects of the center.
Facilitated patient consults, provided alternative treatment options/referrals when needed.
Developed B2B relationships.
Supervised critical and sensitive information, trained and educated staff on clinical and company information.
Managed the day-to- day tactical and long-term strategic activities.
Offered feedback to executive-level management on the e effectiveness of strategies, selling programs and initiatives.
Coached and mentored 10 staff members by.
Interviewed, hired, and trained employees on necessary job duties and expectations.
Trained employees on necessary company policies and had ongoing coaching for staff.
Helped patients understand care, coverage and payment responsibilities and rights.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Conducted performance reviews providing coaching and feedback to benefit both company and employee.
Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
Admissions Specialist, 06/2013 - 06/2015 Social Model Recovery Systems – City, STATE,
Managed admissions and screening process for 13 treatment programs.
Reviewed documentation standards of counselors to ensure best length of stay for clients.
Responsible for all operations of department and financial, budgeting of centers.
Kept abreast of new and developing information in treatment JHACO and other accreditations.
Public education and presentations on drug prevention.
Implemented training course for new recruits- speeding profitability.
Evaluated patient care procedural changes for e effectiveness.
Administered, directed and coordinated the activities of the agency.
Created annual goals, objectives and budget and made recommendations to reduce cost.
Trained staff on documentation standards, admissions objectives and ongoing training regarding company policies and procedures.
Monitored client census by using the Daily Movement Report and recording admissions, discharges, doctor appointments and site visit data.
Provided case management, including managed care (insurance authorization) follow Medicare/Medical, and private insurance guideline documentation standards.
Mediated conflicts within families to clarify and resolve underlying issues.
Led educational seminars and lectures at local community mental health centers to expand awareness of mental health issues.
Quickly responded to crisis situations when severe mental health and behavioral issues arose.
Supervised day-to-day functions of admissions department.
Administered, monitored and analyzed admissions team performance while identifying performance trends and opportunities.
Facilitated coaching and mentoring for employees to drive professional growth while collaborating with college management teams to provide timely, specific and constructive feedback.
Education and Training
Bachelor of Arts: English Language And Literature, Expected in 2011 - California State University, Fullerton - Fullerton, CA, GPA:
Master of Arts: Clinical Psychology, Expected in 2015 - Azusa Pacific University - Azusa, CA GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
