patient experience manager resume example with 20+ years of experience

Jessica Claire
Patient Experience Manager
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Highly skilled and enthusiastic professional with more than twenty years of experience in project management and process improvement. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics.

  • Process Improvement
  • Coaching
  • Public Speaking
  • Program Implementation
  • Project Management & Development
  • Training & Education
  • Analytics
  • Conflict Resolution
  • Lean Six Sigma
Work History
Patient Experience Manager, 06/2012 to Current
Ascension HealthWaukegan, IL,

Ascension Florida & Gulf Coast (Midwest Market)

  • Oversees and responsible for the patient experience performance and improvement for three hospitals, Freestanding Emergency Department, outpatient clinics and two oncology centers.
  • Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
  • Manages regular meetings with senior leadership, department and unit leaders to review current performance and opportunities for improvement. Results are improvements in patient experience scores; two of the three hospitals rank in the top 10 for patient experience within the Ascension Network.
  • Regularly performs coaching at all levels to ensure understanding of patient experience scores as well as optimal utilization of feedback from patients and families. Coaching has resulted in improvement in patient experience scores
  • Instituted, operationalized and maintains management of several programs to include employee engagement, interpretation services and service recovery.
  • Developed the role of the Patient Experience Manager to leadership through coaching and team management, resulting in the increase in key performance indicators, quality measures and patient experience scores.
Operations Manager, 10/2009 to 06/2012
Aveanna HealthcareSmethport, PA,

Hospitality Support Services

  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Reviewed shift reports to understand current numbers and trends.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
Owner/Working Manager, 08/2004 to 05/2009
Veterans Health AdministrationAlbert Lea, MN,

Owner, General Manager & Pastry Chef

  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Accomplished multiple tasks within established timeframes.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Completed and approved regular payroll submissions for employees.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Environmental Protection Specialist, 07/1991 to 03/2008
US Army Corps Of EngineersCity, STATE,

Project Manager for FL Northwest Branch

  • Utilized knowledge of environmental regulations as well as policies and procedures to assess development plans for planned communities as well as residential and commercial development.
  • Ensured all developments complied with the Code of Federal Regulations (33 CFR) and National Environmental Protection Act (NEPA).
  • Resolved enforcement and compliance cases with single-family residential homeowners as well as large development companies in accordance with regulations.
  • Conducted wetland jurisdictional determinations for activities in waters of the United States and/or navigable waters of the United States within the regulatory authority of the Clean Water Act, the Rivers and Harbors Act of 1899 and the Marine Protection, Research and Sanctuaries Act.
Master of Science: Healthcare Leadership, Expected in 06/2020 to Western Governors University - Salt Lake City, UT
Bachelor of Science: Communication, Expected in 11/1992 to Florida State University - Panama City, FL,
Associate of Science: English Literature And Publishing, Expected in 05/1989 to University of Maryland - European Division,

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Resume Overview

School Attended

  • Western Governors University
  • Florida State University
  • University of Maryland

Job Titles Held:

  • Patient Experience Manager
  • Operations Manager
  • Owner/Working Manager
  • Environmental Protection Specialist


  • Master of Science
  • Bachelor of Science
  • Associate of Science

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