Customer Service Marketing

Portland, Oregon

Cell: 971-***-****

*****.********.**@*****.***

Patricia Hennessy, MPA

Objective: To advocate for older adults and use my depth of experience to find innovative ways

to meet their needs.

Highlights of Qualifications

Eclectic experience: Broad breadth of healthcare and business knowledge

Strategy development: Over 20 years of strategic marketing and business plan development

Strong leader and manager: Leading and managing strategic planning and marketing teams

Well-connected in the Greater Portland and surrounding markets: W orked with hospitals,

physicians, and non- profit aging services throughout the Greater Portland area

ROI measurement: Demonstrated increases in revenues from marketing and sales initiatives

Expertise in Aging: Formal education and experience with issues affecting aging adults

Accountable Budgeting: Goal directed budgeting

Presentations: Created in PowerPoint and presented to governing boards, executives, etc.

Professional Experience

Community Outreach & Engagement Internship 9/12 - present

AARP of Oregon Clackamas, OR

Completing gerontology certificate at Portland Community College.

Project managed and created materials for community education forums focusing on aging

and long term care

Managed the update of caregiver s guide

Partnering with other community organizations to reach out to educate aging adults

6/10 4/6/12

Director Strategic Planning and Marketing

Silverton Health Silverton, OR

Responsible for strategic planning, marketing communications, and public relations

Developed and lead processes for strategic market planning

Planned and directed the implementation of the organization s marketing and PR strategy

Developed and lead the organization s new brand including, gaining approval of the Board,

logo development and introduction, standard graphics, messaging, and signage

Assured marketing and public relations initiatives are aligned with the brand

4/09 6/10

Vice President Business Development

W arren Hospital Phillipsburg, NJ

Lead the organization s marketing, strategic planning, physician liaison team, public relations,

customer service, community education and foundation

Developed and implemented organization s first strategic marketing and sales plan

Re-organized and lead marketing, public relations and customer service departments

Developed tracking and measurement system for marketing and community outreach initiatives

Measured physician and community opinions through market research

Initiated and lead organization-wide steering committee in addressing customer service issues;

experiencing measured increases in patient satisfaction scores

11/06 4/09

Vice President Strategic Customer Relations

Beryl Bedford, TX

Responsible for strategic consultation to larger hospital and health system leadership, ROI

analyses, and selling services

2

Used CRM tools to assist hospitals track revenue increases related to marketing and sales

Sold over $130,000 in new services over 12 months to existing clients

Turned around and retained multiple clients that were at risk of termination

Presented over 70 ROI analyses with strategic marketing consultation over 1 years to client

hospital leadership

7/05 11/06

Director of Health System Marketing

Oregon Health & Science University Portland, OR

W orked across the University to define products with the greatest potential to increase revenues

Developed marketing plans with physicians and clinicians for hospitals and strategic service lines

Lead marketing, web and creative team and outside vendors to redo website; implemented new

marketing campaigns, researched the competitive market, and introduced new branding

Established process with physicians and internal clinical staff to assure operational readiness prior

to implementing product promotions

Lead multi-disciplinary team to plan and open new patient tower, attracting over 3000 to events

Managed annual heart symposiums, attracting over 250 attendees each year

Director of Marketing 2002 - 2005

St. Joseph s Baptist Health Care Tampa, FL

Supervised system-wide Marketing, Community Health, call center, and the BayCare switchboard

Introduced new branding and held responsibility for consistency of all entities

Established the model for physician office visits, and visited numerous physician practices resulting

in increased referrals

Successfully introduced campaigns for cardiac, neurosciences, imaging, women s, children s, and

cancer service lines, and bariatrics

W ith the Stroke Institute medical director, created a regional brain aneurism CME symposium;

negotiated funding from technology companies

W orked with cardiovascular surgeons and technology companies to successfully attract physicians

from across the country to an atrial fibrillation CME symposium

Staffed Community and Legislative Affairs Committee of the Board

2000 2002

Vice President, Marketing and Public Relations

ViaHealth Rochester, NY

Supervised Marketing, Government Affairs, PR, and Community Relations

Assisted with health system turnaround by representing the organization to the media and building

public awareness about the organization s strengths and capabilities

Managed media crises associated with the aftermath of a hospital closing, and related pressures

from creditors

W orked closely with the physician chairman of the Heart Institute to successfully attract board

members, donors, community leaders, to a charity dinner and physicians to a CME program

Vice President, Marketing and Public Relations 1996 - 2000

St. Joseph s Hospital & Medical Center Paterson, NJ

Built pediatric referral relationships through physician office sales calls and events; increased

pediatric admissions by 25%

Created the organization s first marketing department and strategic marketing plan

Provided market analyses and assisted with the start-up of a women s center, a hospital

acquisition, and an outpatient facility

Created a women s series held in multiple sites, experiencing a statistically significant increase in

preference for St. Joseph s women s services

3

Assistant Vice President, Marketing and Community Relations 1991-1996

W est Jersey Health System (Virtua) Camden, NJ

Responsible for marketing of the four system hospitals and their services

1985 1990

Vice President, Planning and Marketing

Lakeland Regional Med. Ctr. Lakeland, FL

Lead all strategic planning, marketing and PR for this 750 bed tertiary hospital

Education/Achievements

Masters of Public Affairs Health Planning

Indiana University, Bloomington, IN (GPA 3.7)

Bachelor of Science Psychology

University of Scranton, Scranton, PA (GPA 3.9)

Gerontology Certificate completing, final course 2013

Portland Community College, Portland, OR (GPA 4.0)

Activities Director Certified Summer, 2012

Certified American College of Health Care Executives

Lean Training

Miller Heiman Sales Training

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