Merritt Island, Florida, United States
Patient Experience Director / Operations Manager High Caliber, Service Minded Management Professional Accomplished leader with extensive retail and healthcare experience, primed to achieve ambitiously set goals and strategically drive project initiatives. Able to consistently deliver successful results on time, every time. Dedicated relationship-builder trusted to deliver stellar service and support. Skilled in optimizing business growth and driving change management. Areas of Expertise Patient Experience | Leadership Development | Staff Recruiting/Mentoring | Project Management | Strategic Planning | Change Management | Stakeholder Management | Creative Problem Solving | Team Leadership | Merchandising and Sales | Inventory and Cost Control | Microsoft Office
Partnered with C-suite executives at two hospitals to create and implement a comprehensive leadership behavioral development plan designed to elevate the patient experience, with a strong emphasis on quality and patient safety. • Provided targeted coaching to nurse leaders, focusing on effective patient communication strategies and empathetic engagement to build trust and improve the overall care experience. • Leverage real-time patient survey data to identify key areas for improvement, delivering actionable insights and personalized coaching to site leaders • Implemented unit-specific coaching plans across both hospitals, resulting in a 1.5%+ and 0.5%+ increase in patient experience above the fiscal year target – demonstrating tangible improvements in care quality and safety.
Multi-Site Initiative | 90% Virtual | 11 sites Partnered with Regional HR Manager and Senior Director to build leadership capabilities and training programs that enhanced team member experience and strengthened collaboration between Site Directors and HR Business Partners (HRBPs). • Designed and facilitated targeted learning sessions for Senior Directors, Site Directors, and HRBPs, equipping them with the skills and mindset to become effective, people-centric leaders—resulting in a 20% reduction in attrition and a notable increase in internal promotions. • Conducted a comprehensive needs analysis that led to the creation of onboarding guides, role expectations, success profiles, training materials, and development pathways for 5 leadership roles and 5 site-level roles, ensuring role clarity and career growth opportunities for all team members. • Implemented a performance management framework centered on personalized coaching, relationship-building, and observational feedback—leading to a 50% increase in 1:1 coaching sessions within the first 60 days. • Engaged directly with HRBPs to assess individual needs and identify support gaps, resulting in the launch of a quarterly upskilling program that boosted HRBP engagement scores by 10% and strengthened their strategic partnership with Site Directors.
Centralized Services | 50% Virtual | 3 Sites | 100+ Leaders Built capabilities within a team of 15+ to develop and execute a standardized approach for driving behavioral change across 3 Centralized Services sites, impacting over 100 leaders including Senior Directors, Site Directors, Group Managers, Supervisors, and Function Leads. • Coached team members to lead through influence and stakeholder engagement via 1:1 interactions—resulting in: o $1.2M in savings through reduced Average Handle Time (AHT) o $1M in savings through reduced attrition o 1% improvement in Glint scores o 100% retention of coached behaviors sustained over a 2-year period • Collaborated with Senior Director, Workforce Management, Finance, and Process Improvement to design and implement a visual performance management system aligned with key metrics—driving 10%+ improvement across 8 site KPIs and empowering leadership accountability. • Co-developed sustainability plans with Senior Director and Site Directors to embed long-term change and foster cross-site collaboration—leading to continued improvements in AHT, Net Promoter Score (NPS), and employee engagement over two years.
Multi-Unit Leadership | 13 locations Directed retail and pharmacy leadership teams across 13 locations to exceed performance targets through strategic coaching, operational efficiency, and team member development. • Led individualized performance planning for each site, resulting in: o 6% increase in Net Promoter Score (NPS) o 5% improvement in patient promise time o Achievement of FY20 scan-out goals across all stores • Delivered on FY20 payroll and expense targets by developing tailored financial plans for each store, coaching leaders on budget management, and ensuring ongoing compliance and accountability. • Championed leadership development through monthly 1:1 coaching, succession planning, and personalized growth plans—strengthening bench strength and team engagement. • Ensured full compliance across all stores and pharmacies by: o Verifying licensure for pharmacists and technicians o Meeting DEA regulatory standards o Auditing quality control procedures and store operations monthly