Patient Experience Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Experienced health care manager with expertise in implementing patient satisfaction programs in multiple acute care facilities. My goal in any organization that I work with is to make positive and innovative changes in healthcare, and deliver quality, patient- centered care.  
Expected in 2012 Bachelor of Science | Biological Anthropology Binghamton University, Vestal, NY GPA:
Expected in 2017 Bachelor of Science | Nursing Dominican College, Blauvelt, NY GPA:
Skill Highlights
  • Confident public speaker
  • Communicates effectively
  • Staff training and development
  • HCAHPS metrics & data analysis expert

  • Relationship and team building
  • Hospitality expertise
  • Event planning
Professional Experience
05/2015 to Current Patient Experience Manager Sodexo Usa | Sault Sainte Marie, MI,
  • Customer Relations:  Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.  Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients. Promotes client awareness of the Patient Experience Program and the availability of corporate resources. Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
  • Administration: Compose patient satisfaction reports to all levels of management, hospital administration, and front- line employees.
  • People Management: Assist in effective employee relations programs at unit site. Encourages employee creativity and innovation. Provides recognition for employee when programs are implemented with success. Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.
07/2013 to 04/2015 System Patient Experience Manager Ace Parking Management, Inc. | , ,
 Responsible for implementation and effectiveness of patient satisfaction programs in eleven acute care facilities in New York City.
 Evaluation of effectiveness was based on third- party/ CMS Hospital Consumer Assessment of Healthcare Providers and Systems patient satisfaction scores.  An overall 5% increase in HCAHPS scores was achieved in one fiscal year.
  • Achieved Budget/Financial Responsibilities: Tracked financial incentives and penalties as tied to patient satisfaction performance.  Operated within budget.
  • Customer Relations:  Added value to hospital committees  (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee)
  •  Increased system patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success.
  • Operational Excellence: Responsible for implementation and effectiveness of patient satisfaction programs in each assigned account within the system for compliance with corporate and division standards. Connected with Regional Patient Experience Manager and the other Patient Experience Team Members regularly to discuss obstacles, national trends, national efforts, region goals, and progress.
  • People Management & Training:  Responsible for mentorship and direct supervision of on-site Patient Experience Manager/Patient Ambassadors. Organized and taught three- day patient satisfaction/ HCAHPS course to newly hired managers.
05/2011 to 08/2013 Cashier Designer Shoe Warehouse | City, STATE,
  • Operated a cash register for cash, check and credit card transactions.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
•    NYS Certified EMT- Basic #411024 (2013-2017)
•    American Heart Association for the BLS of Healthcare Provider, CPR (2015-2017)

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Resume Strength

  • Length
  • Personalization
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Resume Overview

School Attended
  • Binghamton University
  • Dominican College
Job Titles Held:
  • Patient Experience Manager
  • System Patient Experience Manager
  • Cashier
  • Bachelor of Science
  • Bachelor of Science

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