Content Editor

Patrick Santos, MPA, Content Editor

San Jose, CA 408-***-**** *******.*****@*****.***

EXPERIENCE

El Camino Hospital — Policy & Procedure Coordinator December 2021- Present

● Content manager and document coordinator; monitor progress for timely publication

● Proofread, edit and optimize existing contents are accurate/consistent in practice across the organization

● Strategic response to updating policies/procedures enterprise-wide

● Compile reports to address outdated documents based on current State/Federal mandates

● Improve documents (i.e., policies, procedures, guidelines, visual media, etc.) are easily comprehensible and follows strict organization standards and adheres State/Federal guidelines and best practices

● Maintain approval workflows to reduce delays and meet publication deadlines

● Dedicated to ongoing process improvement initiatives aimed at minimizing setbacks resulting from managerial decisions and actions, thus enhancing operational efficiency and expediting turnaround times

● Content curator for internal department website focusing on patient-safety, dashboards/reports, clinical data, and relevant media materials

● Collaborate with Risk Management, Compliance, Accreditation and Regulatory team, and key stakeholders ensuring accurate hospital publications; seek consensus on proposals as appropriate

● Recognizing opportunities to enhance hospital documentation through process restructuring, education and content collaboration

El Camino Hospital — Sr. Patient Experience

March 2014 - December 2021

● Developed and implemented patient-care plans that improved patient outcomes and satisfaction

● Rendered effectual assistance in managing patient-related correspondence within assigned department, including monitoring grievances, comment/feedback, and other trends that require documentation

● Monitored customer feedback channels to identify customer needs and improve hospital services

● Drafted resolution letters and authorized requests and conducting in-house patient-surveys regarding quality of care, and staff members’ engagement in solutions and service recovery implementation

● Developed a comprehensive guide to ensure consistent formatting and language across the organization relating to patient-guest correspondence

● Developed content templates, style guides, and other resources to improve content production

● Coordinated with Marketing/Human-Resources and other creative sources to ensure Hospital is visually appealing and on-brand

● Performed data entry tasks to update patient information and internal databases

● Created and maintained daily comprehensive spreadsheets to track and update data relating to patient satisfaction

● Facilitated committees focused on patient-centered care and organizational practices

Chairman for the Patient Experience Council with 57 clinical staff members to discuss relevant topics that impacts patients’ experiences towards a positive and meaningful way

Facilitator/Co-Chair for the Grievance Committee focused on addressing patient grievances; collaborating with clinical disciplines and leadership teams

Committee Activity/Member: Ethics Cmte Patient Family Advisory Council (Former Patients)

EDUCATION

California State University - East Bay

Masters of Public Administration, with Concentration in Public Management and Policy Analysis University of Phoenix

Bachelors of Science in Management

SKILLS

● Writing/Editing Proficient ● Research & Fact-Checker ● CMS Familiarity

● Detail/Deadline-Oriented ● Time Management ● Adaptability

● Critical Thinker ● Crisis/Conflict Mgmt ● Proofreading Expertise

● Strategic Planner ● Multitasking Capabilities ● Autonomous/Resourceful

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