System Hospitality Director

SELIKA M. MARTIN

Mobile: 203-***-****• Email: ************@*****.***

ACCOMPLISHED, RELIABLE, TECHNICALLY SKILLED PROFESSIONAL extensive years of experience in healthcare industry with expertise in implementing patient satisfaction programs in multiple facilities. My goal is to implement positive, innovative changes to deliver quality, patient-centered care services throughout the organization.

Computer Skills

Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, SAP, Medisoft, AS400, Kronos, Lexis / Nexis, Medinformatix, NextGen and ESuites, EMR, MyDining. Press Ganey

Professional Experience

(Promotion) System Hospitality Director (WMC) Compass One 1/2021-current

(Promotion) Lead Hospitality Manager (WMC) Compass One 9/2019-12/2020

Patient Experience Manager (WMC) Morrison Healthcare 9/2017-9/2019

Manage all aspects and functions of Patient Experience for a 650+ bed hospital.

Conduct Patient Visitations on a daily basis to ensure service standards are being meet with Food & Nutrition, Environmental Services and Patient Transport

Worked closely with Clinical Staff, Patient Relations and upper management to ensure patient concerns are met.

Respond daily to RL(s), Grievances, Midas Reports and email correspondence of various concerns to ensure closure of each case.

Conduct and document Service Recoveries from patients & families to identify and resolve all service-related issues. Communicate identified issues to management & Leadership Team.

Uses findings from analysis of trends in complaints to mentor associates and departments to develop appropriate service action plans.

Collect data about patient care concerns, prepare reports, analyze trends & reports information to appropriate departments to develop action plans.

Attend Leadership, Committee Meetings & Quarterly Business Meetings to report out data and processes for Patient Experience

Mentor and coach associates to ensure standards are met for patient and family satisfaction

Ensure industry standards are met and satisfactions scores are on target (i.e. HCAHPS and Press Ganey Scores).

Plan and execute hospitality training and incentive programs for hourly and supervision staff.

Understands and practices regulatory agency standards and department/organizations/policies/

procedures including: OSHA, HIPAA & Infection Control.

Patient Experience Manager Yale New Haven Hospital 5/2016 - 9/2017

Manage all aspects and functions of Patient Experience for a 1100+ bed hospital.

Worked closely with Clinical Staff, Patient Relations and upper management to ensure patient concerns are met.

Respond daily to RL(s), Midas Reports and email correspondence of various concerns to ensure closure of each case

Conduct and document Service Recoveries for patients & families to identify and resolve all service-related issues.

Attend Leadership & Committee Meetings to identify system & process related problems that affect patient satisfaction.

Ensure industry standards are met and satisfactions scores are on target (i.e. HCAHPS and Press Ganey Scores)

Plan and execute hospitality training and incentive programs for hourly and supervision staff.

Mentor and coach associates to ensure standards are met for patient and family satisfaction.

Users findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans.

Education

Howard University, Washington, DC

Pace University, Pleasantville, NY

Certificates / Courses

PROPEL (Principles of Patient Experience Leadership Training) - 12/2017

Writing Advantage (Franklin Covey course) – 2/2019

Speaking in the Moment (Keys to Success) – 3/2019

PPC (Patient Program Certification) – 9/2019

Performance Management Course – 10/2019

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