Elizabeth Casey Pritchard, RN, BSN, MHA

*** ******** ******

Harrison, NY 10528

(H) 914-***-****

(C) 914-462- 8951

Summary of Qualifications

Healthcare Administrator/Director with 30 + years in Service Excellence/ Patient Advocacy/

Patient Satisfaction / Performance Improvement /Quality / Utilization and Risk Management

Excellent communicative, organizational and analytical skills

Proven track record in acute care and long-term care including academic teaching institution

Certified Professional, Health Care Quality “CPHQ” 1994-2016”

Certified Grief Counselor, 2012-2016

Experience

New York Presbyterian Allen Hospital Manhattan, NY 2007-2017

200 bed metropolitan teaching hospital in NYP network with 800+ employees

Patient Services Administrator

Served as Day Administrator and followed up on all referred issues occurring during evening

and night shifts. Front line for all quality, risk, ethical concerns and patient family complaints/grievances regarding care and services.

Investigated quality /risk concerns and grievances and provided reports to administration on

daily basis

Ensured Patient Rights upheld; served as liaison between patients, families and all staff.

Tracked departmental responses to concerns/ grievances and provided written responses to

patients and families within government time frames

Oriented management staff and Residents on hospital protocols, JCAHO and Government

standards for Patient Rights and Ethics.

Co-Chaired Bereavement Group for public for 3 1/2 years.

Norwalk Hospital Norwalk, CT 2002-2006

320-bed community teaching hospital with 1600+ employees

Administrative Director Patient Satisfaction and Service Excellence

Established Service Excellence Initiative addressing staff satisfaction and patient satisfaction.

Developed infrastructure through Steering Committee led by CEO.

Oversight responsibility for Workgroups addressing behavioral standards for staff, staff

education, staff recognition, performance evaluation, etc.

Analyzed and educated staff on Press Ganey Patient Satisfaction Survey results.

Developed Service Recovery addressing patient’s failed expectations.

Addressed patient and family grievances; working collaboratively with Medical Staff and

Hospital leadership and referred to Risk Management as appropriate.

Implemented and administered staff survey on work climate and safety attitudes & worked with

staff advisory group to develop and implement corrective actions.

Lawrence Hospital Bronxville, NY 1998-2002

270 bed community hospital with over 800 employees

Director, Performance Improvement

Led the hospital to successful JCAHO Accreditation with Commendation regarding actions of

6 teams: Patient Satisfaction, Access, Safety, Pain Management, Staff Courtesy, Recognition.

Implemented initiatives of Mission, Vision and Values.

Chaired Clinical and Support Services PI Committee.

Coordinated Hospital Quality Council overseeing PI teams and activities.

Oversight responsibility for Patient Satisfaction Survey, analyzing results and assisting

departments with improvement of scores.

Greenwich Hospital Greenwich, CT 1989-1995

280 bed community hospital with teaching affiliation with Yale Hospital

Director, Outcomes Management 1994-1995

Quality Executive 1992-1994

Director of Quality / Utilization / Risk Management 1989-1992

Administrative responsibility for development and implementation of Outcomes Management / Measurement, hospital wide CQI processes and philosophy QA/UR /RM functions

Assisted with redesign of credentialing process for Medical Staff

Selected and implemented Benchmarking software systems

Collaborated and assisted in multiple very successful JCAHO surveys for hospital and homecare agency

Trained 1000+ employees in CQI Basic and leadership concepts

Education

Iona College Master of Science Health Care Administration

Ohio State University /Mount Carmel Hospital School of Nursing Bachelor of Science, Nursing

Other relevant experience upon request

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