Customer Service, Guest Experience, Service Excellence

ALLA BORSEN

*** ******* ***** 201-***-****

Cliffside Park, NJ 07010 201-***-****

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

SUMMARY

Performance and results-driven Health Care professional with over 20 years

of progressive leadership experience. Possesses a successful track record

in formulating strategies to achieve significant outcomes in patient

experience and patient perception of quality care. Builds, trains and

manages high functioning teams in establishing and delivering a positive

patient and guest experience as well as an efficient and effective

organizational workplace and corporate culture. STRENGTH INCLUDE: strategy

development including integrating patient experience into the organization,

coaching of physicians and other key caregivers on communication skills,

survey development, data analysis, complaint/grievance management, process

management, creative resolution of issues and ideas, and hospital

operations.

SpecialtIES

. Multi-department Leadership . Patient Experience . Service Excellence .

HCAHPS . Value-based Purchasing . Presentation Skills . Coaching . Strategic Planning

. Organizational Development . Performance Management . Leadership Development . Change Management . Teambuilding . Training . Culture Transformation . Event Management

. Regulatory Compliance . Patient Advocacy . Joint Commission Standards

KEY ACCOMPLISHMENTS

. Improved HCAHPS Overall Hospital Rating by 15 points within one year

. Received special recognition from Press Ganey for significant increase of

Inpatient patient satisfaction scores for Overall Satisfaction

. Received 2012 Skylight Achievement Award for significant improvement of HCAHPS

scores

. Designed and published weekly patient experience newsletter

. Developed hospital grievance mechanism and reporting system

. Developed hospital-wide service recovery program

. Launched Office of Language Services with a designated in-house language interpreter line

. Initiated Office of Volunteer Services and recruited 90 volunteers within first nine

months

. Successfully implemented Patient Satisfaction Surveys (Press Ganey and Picker) for Inpatient, Outpatient, Ambulatory and Emergency Department settings

. Developed and implemented many educational and training programs and resources designed to positively impact the patient and family experience

PROFESSIONAL EXPERIENCE

PALISADES MEDICAL CENTER, NJ 2011-Present

Patient Experience Officer

. Develops, directs, implements and aligns strategies to create a "Patient

First" experience for patients and families

. Responsible for multiple service and operational excellence

organizational programs including patient satisfaction, patient

relations, physician satisfaction, employee engagement, employee

suggestion program and leader development using the evidence based

leadership model from the Studer Group

. Acts as the Patient Experience coach; provides assessment support,

performance tracking and staff training

. Tracks and trends data to report and prioritize improvement activities;

identifies opportunities to improve patient, physician and employee

satisfaction

. Monitors performance of Patient Experience initiatives against Value

Based Purchasing measures and recommends or institutes corrective actions

. Identifies and implements "best practices" throughout the Hospital

. Assists with the assessment, design, development and delivery of

Leadership Development Institute programs

THE BROOKLYN HOSPITAL CENTER, NY 2009-2011

Director of Patient Relations, Guest Services, Pastoral Care, Language

Services and Volunteer Services

. Operationally responsible for staff in Patient Representatives, Guest

Services, Pastoral Care, Language Services and Volunteer Services

. Developed, directed and executed the Patient Experience and Service

Excellence strategy for the organization

. Addressed concerns and collaborated with other department personnel to

create the ideal patient experience

. Used Press Ganey and HCAHPS survey data, patient Comment Reports and

Patient Complaint Log to identify opportunities to improve patient,

physician and employee satisfaction

. Responded in writing to all grievances received by the Hospital

. Served as the hospital leader for Patients' Rights and Organizational

Ethics for the Joint Commission visit

ST. VINCENT'S HOSPITAL MANHATTAN, NY 1999-2009

Administrative Director of Patient Relations & Language Services (2003-

2009)

Manager of Patient Relations & Language Services (1999-2003)

. Hired, trained, and managed staff in Patient Relations, Language Services

and Volunteers

. Served as the lead advocate for patient's rights and oversaw the patient

complaint management process

. Acted as Hospital point person for Patient Satisfaction Survey; served as

Hospital HCAHPS Champion

. Prepared Press Ganey/HCAHPS reports for senior leadership and reported

results to the Quality Committee of the Board

. Processed and responded to complaint letters received by hospital

President and COO

. Served as hospital leader for Patients' Rights and Organizational Ethics

for the Joint Commission visit

. Designed and implemented a language services program for serving limited

English proficient (LEP) persons

BETH ISRAEL MEDICAL CENTER, NY 1990-1999

Patient Representative Coordinator (1993-1999)

. Responsible for resolving patient/family concerns, investigating

issues, facilitating solutions

. Monitored patient concerns via complaint management software system to

track and trend issues hospital-wide

. Worked closely with Risk Management and Legal departments to avert

litigation

. Prepared quality improvement studies and reports

. Coordinated department scheduling and record keeping

Patient Representative (1991-1993)

Patient Representative Assistant (1990-1991)

. Made daily rounds on inpatient units and provided patients with Patient

Bill of Rights and other regulatory documents

. Provided emotional support to patient and families

. Investigated patient and family concerns regarding services

. Documented and tracked patients' concerns

EDUCATION AND CERTIFICATIONS

. Master of Library Science, Library & Information Science - Krupsky University, St. Petersburg, Russia

. Bachelor of Science, Library Science - Krupsky University, St. Petersburg, Russia

Center for Immigrant Health, New York University School of Medicine, New

York:

. Introduction to Medical Interpretation (Certified Medical Interpreter,

Russian)

. Train-the-Trainers in Medical Interpretation (Certified Language Trainer)

SUPPLEMENTARY TRAINING

. Six Sigma for Healthcare

. Leadership Academy

. Press Ganey, Studer Group and The Beryl Institute regional and annual

patient experience conferences

. Achieving Extraordinary Customer Relations/Skills and Strategies

. Train the Trainer: Staff Sensitivity/Handling the Difficult Patient

. Society for Healthcare Consumer Advocacy annual meetings and educational

conferences

PROFESSIONAL AFFILIATIONS

. The Beryl Institute

. Society for Healthcare Consumer Advocacy of American Hospital Association

SKILLS

. Microsoft Office (Word, Excel, PowerPoint, Access) and Internet

. Multiple Patient Complaint, Compliance, Satisfaction and Safety Software

Systems

. Current New York State Notary Public

. Fluent in Russian

Contact this candidate