Experience

meQuilibrium

• United States
• Software Development
• 1 - 100 Employee

• Director of Customer Success

  • Mar 2023 - Present



Press Ganey

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Advisor, Executive Partnership Center

  • Aug 2014 - Present

  • Managed a caseload of healthcare clients—both large and small scale healthcare organizations. • Strong aptitude for analyzing data, creating scalable project plans, and executing plans to bring value to clients. •Managed analytics for CAHPS, CMS Star Ratings, Magnet, HEDIS and other quality based programs to help guide clients toward improvement best practices. •Leverage Press Ganey knowledge base to share trends, key drivers, and top performer best practices in patient experience initiatives. •Establishes rapport and credibility and maintains relationships with key contacts at all levels of the organization. •Collaborates with client to interpret Press Ganey patient experience data/reports and provides guidance related to patient satisfaction quality improvement efforts. •Assists client in identifying the cause of low performance and directs improvement efforts towards that cause. Establish an actionable goal with the client and provides guidance and coaching towards completion of that goal including identification of potential barriers to success. •Conducts virtual and in-person education sessions for clients related to Press Ganey philosophies of service excellence and patient experience best practices. •Creates and documents the partnership plan for the client articulating the organizational goals, priority areas for improvement, and how they will be implemented by the client and supported by the Advisor. •Works cross-functionally with the Client Management Executive and Account Manager to assure service and partnership plans directly support the account plan for the client, and those services are setup, maintained and delivered in the form that meets the client’s needs and is within the scope of the account plan / contract. •Supports the Client Management Executive in identifying cross/up-selling opportunities. Show less



University of Minnesota Physicians

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager of Patient Relations

  • Oct 2011 - Aug 2014

  -Manage the grievance and complaint process for 50+ outpatient clinics to ensure compliance with CMS and Joint Commission standards. -Facilitate and organize patient and family care conferences where concerns are voiced, care concerns are discussed, negotiation of issues, and resolution is often reached. -Present effectively to large and small groups on varying topics surrounding "Service Excellence". Groups include new employee orientation, individual clinic coaching and in-service presentations, as well as external agency presentations. -Lead and present high level discussions on trended data to leadership executives, clinic management and staff. -Utilize strong knowledge of healthcare billing practices, coding regulations regarding hospital-based outpatient clinic billing, and varying payer reimbursement stuctures to educate patients, families and staff. -Implement process improvement projects with clinics that recieved low patient satisfaction survey scores (Clinics scoring <65% from Press Ganey). -Strong cross-functional communication with executive leadership, medical directors, physicians, operations directors, clinic managers and clinic staff to inform and ensure follow-up is provided to our patient's and process changes are implemented in clinics. -Created and chaired the first Patient Rights Committee (PRC) to reivew all appeals of unresolved grievances and oversee identified trending patterns. -Proficient in writing, editing and analyzing response letters to patients. -Coaching physicians, leaders and staff across the organization on improving customer service (AIDET) concepts and principles. -Teach an interactive training class to employees monthly on providing exceptional customer service to our patients who are challenging and difficult to work with. Class inlcudes discussion, group work, video clips, and engaging activites. -Multitask many high level cases with focus, urgency and completeness. Show less



HealthEast

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager of Patient Advocacy

  • Dec 2007 - Oct 2011

  -Managed grievances and complaint compliance for hospital. -Analyzed and report data-management collection and associated concerns. -Facilitated and coordinated a critical IT upgrade for the proprietary patient grievance tracking system. -Implemented and aggressive and persistent patient rounding (PALS) with staff to ensure concerns were being acknowledged, heard and promptly resolved. -Created a "Patient-Family Advisory Council" that allows patients and families a voice to effect change. -Arbitration professional with strong success in negotiation and resolution management. -Conflict resolution and service recovery acumen. -Coordinated and prepared presentation for executive meetings, including bi-monthly Leadership Meeting, new employee orientation, and outside community agencies such as SHCA, NAMI and MAPR. Show less



Fairview Health Services

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Representative

  • Jun 2005 - Dec 2007

  -Led and coordinated all hospital related investigations on grievances and complaints. -Networked and negotiated cross-organizationally with leaders to include executive leadership, physicians, nurses and staff. -De-escalated intense encounters and utilized creative problem-solving skills with patients and families in crisis. -Led and coordinated all hospital related investigations on grievances and complaints. -Networked and negotiated cross-organizationally with leaders to include executive leadership, physicians, nurses and staff. -De-escalated intense encounters and utilized creative problem-solving skills with patients and families in crisis.