Profile Summary
Results-driven Patient Experience Manager with 8+ years of improving patient satisfaction and care quality in fast-paced hospital environments. Expertise in patient journey mapping, service recovery, interdepartmental collaboration, and data-driven improvement initiatives.
Experience
Senior Patient Experience Manager
St. Luke's Medical Center, New York, NY | Jan 2020 – Present
- Led an initiative increasing patient satisfaction scores by 12 points within 12 months.
- Implemented a patient advisory council with quarterly feedback loops, reducing complaints by 25%.
- Coordinated cross-functional teams to streamline discharge processes, cutting average wait times by 18%.
Patient Experience Specialist
Mercy General Hospital, San Francisco, CA | Jun 2016 – Dec 2019
- Developed training for front-line staff on communication and empathy, improving NPS by 8 points.
- Led complaint resolution with a 95% on-time follow-up rate.
- Introduced monthly patient feedback dashboards for leadership review.
Skills
Patient Experience Strategy
Patient Journey Mapping
Service Recovery & Complaint Management
Data Analysis & KPIs (NPS, CSAT)
Cross-functional Collaboration
Staff Training & Coaching
Regulatory & Compliance Awareness
Certifications
- Certified Patient Experience Professional (CPXP)
- Lean Six Sigma Yellow Belt
Education
Bachelor of Science in Health Administration, University of California, Berkeley, CA (2010 – 2014)