Patient Experience Resume Sample

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Narciso Von
4069 Hellen Park,  Detroit, MI
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Work Experience


Patient Experience Specialist
03/2016 - PRESENT
Chicago, IL
  • Effectively author project briefs and project requirement documents; process discipline
  • Prior experience with various MCM platforms including campaign management, database and salesforce CRM systems
  • Demonstrated experience in managing the execution of MCM activities including vendor management and, for the patient role, some asset creation
  • Prioritize, plan and lead both internal and external teams to achieve project objectives
  • Experience with the Legal/Medical/Regulatory review process
  • Build strong relationships across matrix teams and project partners
  • Astute in managing multiple projects and competing demands at the same time
  • Attention to detail and strong organizational and follow-through skills
  • Marketing knowledge, particularly within healthcare; an understanding of brand marketing strategies and basic marketing principles
Patient Experience Coordinator
07/2011 - 10/2015
Philadelphia, PA
  • Leads the identification and sharing of best practices in patient experience/patient-centered care, both those developed within the institution and practices learned from other organizations
  • Convenes and facilitates patient experience meetings including setting and driving agendas
  • Identifies and leads quality improvement efforts and drives project plans to completion
  • Oversees, with the support of the Director, the implementation of core patient-centered care strategy elements in partnership with unit/department managers. Works with leadership to assure that accountability structures are in place for strategy elements and goals
  • In partnership with the Data Specialist, analyzes data to determine performance improvement opportunities
  • Coordinates and oversees implementation of patient experience related training and development programs for their assigned units/departments
  • Coordinates implementation of recognition and reward programs for their assigned units/departments
  • Produces or facilitates production of progress and other reports for their assigned units/departments for senior staff
  • Collaborates with clinical and administrative leadership to identify opportunities to enhance the patient experience
Marketing Intern, Patient Experience
03/2005 - 01/2011
Dallas, TX
  • · Current FL RN required
  • Leading diverse teams through problem solving and/or process improvement projects
  • Preparing presentations and presenting complex data/analysis to leaders and front-line teams
  • Multivariate, correlation and related data and statistical analysis and interpretation
  • Understanding of business development, strategic planning and healthcare opoerations
  • Computer and software skills, including word processing, spreadsheet and database management
  • Work with a wide variety of people throughout the organization; ability to project a well-disciplined professional image
  • Serves as resource and leader for assigned units/departments for all aspects of NYPBMH's patient experience strategy

Education


Indiana Wesleyan University - Cleveland Education Center
2000 - 2004
Bachelor's Degree in Healthcare Administration

Professional Skills


  • Uses quantitative and qualitative methods to obtain relevant information about stakeholders’ needs, motivations and behaviors in order to contribute to the generation of insights
  • Strong oral and written communication skills as well as writing and editing skills required
  • Strong oral and written communication skills as well as writing and editing skills for professional written correspondence
  • Demonstrates strong communication, organization and follow-through skills, managing patient experience improvement initiatives, projects and programs
  • Excellent organizational and decision-making skills, including the prioritization and execution of multiple critical assignments
  • Skilled, demonstrated experience as a nurse leader driving patient experience improvement
  • Demonstrates excellent interpersonal, written and verbal communication skills

How to write Patient Experience Resume

Patient Experience role is responsible for interpersonal, organization, organizational, customer, development, planning, editing, excel, leadership, negotiation.
To write great resume for patient experience job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Patient Experience Resume

The section contact information is important in your patient experience resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Patient Experience Resume

The section work experience is an essential part of your patient experience resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous patient experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular patient experience position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Patient Experience resume experience can include:

  • Able to communicate effectively in a variety of settings and audiences using excellent oral, written, and interpersonal communication skills
  • Effective communication skills in both verbal and written mediums, as well as public speaking, in order to effectively present new programs/products
  • Strong skills in analyzing and interpreting patient survey data to create meaningful presentations
  • Excellent teaching, communication, and listening skills
  • Excellent skills in MS Office tools including Excel, Access and PowerPoint
  • Excellent computer skills (Microsoft Office programs, including Word, Excel, PowerPoint)

Education on a Patient Experience Resume

Make sure to make education a priority on your patient experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your patient experience experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Patient Experience Resume

When listing skills on your patient experience resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical patient experience skills:

  • Strong oral and written communication skills; as well as writing and editing skills
  • Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership
  • Excellent verbal and written communication skills to communicate effectively with patients/families, hospital staff, physicians and the community
  • Manage multiple projects and meet multiple deadlines with excellent organizational skills and a strong attention to detail
  • 5 yrs. Experience in customer service industry, excellent interpersonal and verbal communication skills
  • Flexibility and strong self-motivation/organizational skills with the ability to prioritize work and make decisions with minimal supervision

List of Typical Experience For a Patient Experience Resume

1

Experience For Patient Experience Specialist Resume

  • Effective budgetary planning and administrative skills
  • Positive, dynamic relationship skills and strong service orientation
  • Strong written and oral communications skills;
  • Strong values-based leadership skills
  • Prior leadership experience in a health care organization with a strong focus on customer service orientation
  • Excellent interpersonal skills, facilitation, coaching and mentoring
  • Recruitment and retention of appropriately skilled staff in line with budget thereby ensuring effective resourcing across all Service areas
2

Experience For Patient Experience Manager Resume

  • Effectively manage complaints, issues and incidents, undertaking investigations when required (within the given timeframe)
  • Organize, motivate, and effectively coordinate activities through influence in operating areas not under direct supervision
  • Experience leading culture or process change that ends in an improved consumer or patient experience is required
  • +5 years experience leading large customer experience transformation initiatives
  • General Hospitality experience including previous leadership/management experience
3

Experience For Director of Patient Experience Resume

  • Demonstrated experience implementing cultural change across a complex professional environment required
  • Coach Medical College of Wisconsin physicians on physician communication skills to improve patient satisfaction scores
  • Respond effectively to time sensitive issues, meet deadlines, and provide accurate information
  • Management/Leadership experience in Patient Experience and/or Hospital Operations
  • Partners with Human Resources to help set and lead an employee experience strategy that promote a positive employee experience and engaged workforce
  • Provides administrative support to Clinical Effectiveness as requested by the Director of Risk Management and Director of Clinical Effectiveness
  • Patient Experience Specialists are responsible for collaboration with OptumCare Mountain West departments to ensure the best possible patient experience
  • Previous experience managing complex projects, including coordinating concurrent tasks is required
  • Previous experience planning, managing, and evaluating business operational outcomes is required
4

Experience For Patient Experience Coordinator Resume

  • Identify training and development needs of Patient Experience Managers in team supporting achievement of Personal Development Plans
  • Participates in all Patient Experience Department learning sessions including monthly educational webinars
  • In-servicing experience in customer service training
  • Provides leadership for the direction, mentoring, and coaching of managers, department heads, staff members to positively influence the patient experience
  • Resource scheduling experience (e.g. ancillary testing)
  • Strong working knowledge of laws, regulations and accreditation standards regarding patient rights
  • Experience developing and or deploying statistical tools to measure and improve process and outcomes goals required
  • Facilitates interdisciplinary teams focused on initiatives for improving the patient experience
  • Facilitate the improvement of patient experience in a multi-specialty environment through journey mapping
5

Experience For Patient Experience Consultant Resume

  • Collaborates with and supports the divisions and facilities in advancing their patient experience goals and programs
  • Experience in a Teaching and/or Major Academic Medical Center is highly desired
  • Board and senior leadership level communication and influencing experience
  • Work closely with the in-field project managers to identify overall actions required from IFT ensuring strong coordination of AbbVie Care efforts in the field
  • Monitor effectiveness of interventions and training with data and revise approach as needed to achieve best possible outcomes
  • Responsible for mentorship of patient experience team and ongoing service excellence, meetings, and education. (10%)
6

Experience For Senior Manager, Patient Experience Program Resume

  • Completes annual competency validation activities (NetLearning)
  • Provides both system and 1:1 coaching, as needed, based on observation and validation
  • Drives the facility senior executive to build support for improving patient experience
  • At least two (2) years of event/activity coordination, project planning work experience required
  • Prioritize and work on several projects at once while maintaining communication with all invested parties
  • Experience in the field, preferably in a hospital setting
  • Experience with telephone triage and/or discharge planning &education
7

Experience For VP Patient Experience Resume

  • Three to five years of experience in performance improvement or service excellence, preferably in the healthcare
  • Certified Patient Experience Professional (CPXP) an asset but not required
  • Conduct research on tactics to improve patient experience in the physician practice
  • Monitors and evaluates the the results of patient satisfaction surveys and the quality of Kindred’s patient experience data
  • Maintains the patient experience system and recommends changes when necessary to ensure the integrity of data
8

Experience For Associate Director of Patient Experience Resume

  • Experience in planning and facilitating teams to a common vision and developing strategies and plans to accomplish objectives
  • Demonstrated ability to influence individuals and groups through coaching and teamwork
  • Establish and maintain effective relationships within the organization and community
  • Represents hospital and regularly attends division patient experience meetings
  • Participates in programs, initiatives and committees across the organization that support quality and patient/provider experience
  • Provide seamless implementation of HCA’s Patient Engagement and Medical Staff Perception survey programs to enhance the patient and physician experience
9

Experience For Patient Experience Program Coordinator Resume

  • Ensure effective emergency procedures in place and tested regularly
  • Demonstrated ability to lead interdisciplinary teams
  • Identify and promote evidence-based best practices throughout the enterprise
  • Achieves quality results through teamwork, committees and workgroups, and effective cross-functional collaboration
  • Builds patient experience programs that align with and support cultural competency and diversity efforts
  • Exudes passion for the patient care environment and consumer experience
  • Serve as the CTMC liaison, facilitator and responsible party for all AHS Patient Experience Initiatives
10

Experience For Manager of Patient Experience Resume

  • Prepares and presents information and data related to Patient Experience as needed or requested
  • Five years of progressive operations management experience in an Academic Medical Center/Large Community Hospital, or similar service industry is required
  • Identify and lead strategic initiatives to execute world-class patient experience
  • Actively engage employees and management at all levels to enhance the patient experience
  • Logging and tracking department business expenses, including receipt submissions, expense report review and timely submissions

List of Typical Skills For a Patient Experience Resume

1

Skills For Patient Experience Specialist Resume

  • Project management skills: Ability to lead multiple projects simultaneously; Experience leading large-scale, highly cross-functional projects
  • Operate effectively in and support a collaborative, team-oriented and shared leadership environment
  • Develop a full understanding of Evidence Based Leadership and HCA practices and tools and communicate them effectively to afford Division growth
  • Excellent attention to detail, follow through and communications skills with all levels within the organization
  • Experience with guest relations, patient experience or similar hospital operations experience
  • Skill in developing and executing patient experience and/or service excellence strategies and programs
  • Leadership experience with proven teaching, training and program management expertise
2

Skills For Patient Experience Manager Resume

  • Experience with successfully driving improvement for patient experience required
  • Excelled computer skills (Microsoft Office programs, including Word, Excel and Powerpoint)
  • Experience in data analysis, creating customized dashboards and strong data technology and systems
  • Proven ability to manage and control spend through effective resourcing
  • Demostrate interpersonal skills, ability to make connections, listen to understand needs and honor commitments to patients
  • Experience in healthcare, customer service or patient experience-related field
3

Skills For Director of Patient Experience Resume

  • Experience in leadership, healthcare, customer service or patient experience-related field
  • Experience and proven success in Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare / Medicaid regulations
  • Experience: 5 years healthcare management & customer relations experience, or comparable leadership background
  • Exceptional organizational skills and the ability to multi-task
  • Provides support on various projects and activities to facilitate the integration and effective use of Patient Experience tools on an ongoing basis
  • Experience working with outside advertising and consulting agencies
4

Skills For Patient Experience Coordinator Resume

  • Knowledge/experience with PC and mainframe systems including abstracting and reporting functions
  • Responsible for monitoring and utilizing the service recovery program and working with departments to facilitate patient experience.
  • Experience managing and coaching teams an asset
  • Proven track record at building and scaling programs to acquire and retain customers
  • A Bachelors in nursing, health administration, allied health or public health. One year of healthcare experience in an acute care setting
  • Experience with Press Ganey surveying and reporting
  • Related industry experience including a track record of brand development, consumer marketing expertise and patient program development
5

Skills For Patient Experience Consultant Resume

  • Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations
  • Experience using Microsoft project, SharePoint or other PM software
  • Proven ability to balance sales with brand building and community engagement
  • Experience in working in a bannered or franchised retail model and in Shared Services environment
  • Demonstrated success with leading large scale projects and culture change
6

Skills For Senior Manager, Patient Experience Program Resume

  • Experience managing multiple individuals on a team
  • MS Office Suite experience, basic knowledge of business writing
  • Documentation and record keeping experience
  • Plan, organize and be flexible in response to shifting priorities and multiple patients cases or tasks
  • Plan, organize and be flexible in response to shifting priorities and multiple projects
  • Experience in a healthcare, customer service, or training organization required
  • Plan, organize and be flexible in response to shifting priorities and multiple patients or tasks
  • Proven project management competencies
  • Strong cross-functional collaboration (sales, managed markets, market research, and regulatory)
7

Skills For VP Patient Experience Resume

  • Function independently, set and organize own work priorities, and adapt to them as they change
  • Educates facility managers and line employees in the philosophy and techniques of patient experience improvement
  • Lean experience or Six Sigma black or green certifications
  • Experience with patient advocacy, service excellence, conflict resolution and customer relations is required
  • Three (3) or more years of experience in data management or analysis
  • Strong project management background ie. consultancy background (3-5 years)
8

Skills For Associate Director of Patient Experience Resume

  • Experience in a healthcare related position
  • Demonstrates well-organized, focused, and detail-oriented qualities
  • MS Office Suite Experience, advanced user in Excel
  • Five years of sales experience in the Healthcare field
  • Experience with Six Sigma and/or Lean Technology
  • Licensed Healthcare Professional (RN, Social Worker, etc.) with experience in inpatient healthcare
  • Provide highly effective communication, concierge service, and on-going liaison support to ease the way of new customers
9

Skills For Patient Experience Program Coordinator Resume

  • Provides educational support to staff, leaders and physicians on these Patient Experience tools and activities
  • Researches, recommends, trains and deploys programs necessary to provide consistency in the patient experience.
  • Understanding of regulations regarding Patient Grievance Resolution
  • Working week: two week rota across four shift patterns, includes occasional night shifts
  • Working week: 2 week rota across 4 shift patterns, includes occasional night shifts
  • Supporting the synthesis of the PEV strategy for these different populations
  • Become the organizations expert in accessing, analyzing, interpreting, distribution, and responding to all departments regarding patient feedback
  • Plan and organize work, including contributing to strategic planning, business case development, and project financial management
  • Capable of leading multiple projects using PMBOK fundamentals
10

Skills For Manager of Patient Experience Resume

  • Very high level of self-starting thinking required
  • This role is working on a two week rota across 4 shift patterns, inluding occasional night shifts
  • Presentation/communications: Comfort synthesizing information for and leading discussion with C level executives, as well as field operators
  • Presentation/communications: Comfort working in PowerPoint and presenting to director/VP level teammates
  • Helps facilitate associate recognition activities including leveraging patient comments and compliments received
  • Responds to the grievance/complaint according to Grievance Guidelines, appropriate regulatory agencies and hospital policy
  • Content expert having in-depth knowledge of the current patient satisfaction survey process, tools and data

List of Typical Responsibilities For a Patient Experience Resume

1

Responsibilities For Patient Experience Specialist Resume

  • Ensure the effective management of T&A Systems to ensure effective workforce planning, MI and all associated payroll elements
  • Demonstrated track record as an effective manager with a collaborative working style
  • Collaborates with leaders to implement and hardwire evidence-based practices for excellence in patient and family experience
  • Maintains oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout NGHS
  • Operate all Services within the agreed budget by owning P&L performance and adherence to financial and CIP targets
2

Responsibilities For Patient Experience Manager Resume

  • Possesses a track record of developing a good rapport and working in partnership with stakeholders
  • Oversees and leads efforts to promote transparency and the sharing of patient experience data with the public
  • Maintains effective inter-departmental communication and cooperation
  • Work diligently to increase patient experience results and makes recommendations for utilizing survey results
  • Develop AbbVie Care strategies and related tactics taking into account brand team priorities
  • Maintains updated strategic plan for assigned facility and unit or department based improvement plans and reports progress to the patient experience team
  • Define criteria for reward and recognition based on patient experience results
  • Develops and implements new patient experience survey tools and/or is the primary contact for revisions to existing surveys
3

Responsibilities For Director of Patient Experience Resume

  • Prioritize decisions and activities to ensure efficient use of resources
  • Assess effectiveness and ROI of tactics: HCP & patient satisfaction, promo expenses, feedback from IFT and other key internal/external stakeholders
  • Ensure strong competitive intelligence to maintain AbbVie Care ahead vs PSP (Patient Support Programs) provided by our main competitors
  • Drive acceptance of Patient Experience amongst key stakeholders and ensure AbbVie is recognized as the leader
  • Assist with special projects and/or activities as requested by VP and or Director of Patient Experience or other leadership staff
  • Administers required client/customer surveys and responds in a timely and effective manner
  • Experience in service-oriented operations
  • Demonstrates professionalism in interactions
  • Identify through interviews, discussions or observations opportunities to improve inpatient experience
4

Responsibilities For Patient Experience Coordinator Resume

  • Oversee Patient Experience involvement in large scale events across The Village
  • Execute on defined scope of Patient Experience projects in collaboration with colleagues and management team
  • Supporting student dentists in meeting the requirements and educational objectives of their clinical training
  • Booking and registration for service of leadership conference registrations
  • Facilitating the efficient and fiscally sound operation of the clinic
  • Create cohesive presentations based on findings, including summarizing insights from analysis, identifying next steps, and developing implementation plans
  • Responsible for all department shipping and receiving training material assembly and storage
  • Responsible for all logistics associated with department meetings, up to and including room set up, preparing materials and food and beverage set up
5

Responsibilities For Patient Experience Consultant Resume

  • Oversee departmental projects creating organized methods for delivery assignment delegation and tracking for measurements and value add
  • Manage large scale projects that require developing detailed workplans and coordinating multiple parties
  • Builds a reporting system to track complaints and presents the information monthly to the Operations leadership team
  • Assists patients in choosing a primary care physician that accepts their insurance. Documents any changes in the Group Cast system
  • Remains knowledgeable and adheres to departmental/organizational policies and procedures, including HIPAA and Compliance Regulations
  • Lead, design and implement training programs and initiatives in support of a patient and family centered culture
  • Serves as a project coach/consultant for projects and consulting opportunities to further the healthcare improvement knowledge gained within PHC
6

Responsibilities For Senior Manager, Patient Experience Program Resume

  • Manages requests and schedules C-I-CARE department training presentations
  • Responsible for any items needed to be delivered to and received from the clinics for the monthly C-I-CARE rounding, Leadership toolkit
  • Greets/meets patients as admitted and during stay—contacts approximately 100 patients daily
  • Coordinates accurate and timely investigations and in resolving resolutions of patient/family grievances through the grievance process
  • Plans, organizes, coordinates and supervises patient satisfaction functions and activities of the department
7

Responsibilities For VP Patient Experience Resume

  • Uses knowledge of the implications of measures for HCAHPS scores and for CMS guidelines regarding recording patient satisfaction scores among quality data to impact the organization’s overall effectiveness and bottom line
  • Actively connects with the patient at the bedside and serves as a liaison to connect the patient’s voice, expectations, and perspective with the hospital care team
  • To ensure that all Patient Services functions undertaken in a professional, competent and safe manner
  • Implement and comply with the Company's policies and procedures to ensure efficient and effective service delivery ensuring full compliance with all statutory and regulatory requirements including adherence to all internal procedures whilst ensuring performance standards
  • Provide Service performance statistics and progress reports to the Soft Services Manager as required
  • To undertake on a monthly basis formal audits and inspections of all areas of responsibility and equipment and take remedial action as appropriate
8

Responsibilities For Associate Director of Patient Experience Resume

  • Conduct disciplinary and grievance procedures in line with company policy
  • Responsible for providing the detail of all mandatory training within each Service delivery area and to ensure that all training records are current and accurate
  • Work with key stakeholders and CoE to ensure continuous improvement and best practice
  • Continuously evaluates work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stakeholder needs. Participates in performance improvement teams, as needed, to ensure linkage with the hospital’s mission, vision and corporate objectives
  • Serves as a contact for patients, families and guests who have a need/want while in the hospital, or after the patient’s hospital stay. Coordinates access to hospital and community resources for patients and families
9

Responsibilities For Patient Experience Program Coordinator Resume

  • Monitors waiting rooms and communicates wait times to patients
  • Ensures that patients have all information and questions answered about their health and treatments received, to include future appointments
  • Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld
  • Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families
  • Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy
  • Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc
  • Reports findings to organizational leaders
  • Drives the resolution of issues with the operations managers and business office
10

Responsibilities For Manager of Patient Experience Resume

  • Coordinates a termination of care review team that meets on a frequent basis
  • Assists patients and families through the healthcare system to assure that the patient’s medical and financial needs are met
  • Provides information and practical suggestions to help patients take responsibility for their own medical decisions and partner with their physician to attain positive outcomes for their medical situation
  • Serves as a liaison between the patient and the physician or staff. Receives patient concerns via the suggestion Box, telephone, mail or e-mail
  • Researches patient concerns and/or complaints with the manager of the personnel and site involved
  • Processes approved clinical Termination of Care patients and tracks the results
  • Report the TOC results on a monthly basis to the Operations leadership team
  • Encourages teammate adherence to the philosophy of DaVita Medical Group’s Patient Rights and Responsibilities

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