Customer Experience Manager

EULESS, US, ***** • ****************@*****.*** • 727-***-****

JENNIFER JONES

Patient/Customer Experience Manager and Coach

PROFESSIONAL SUMMARY

Patient/Customer Experience Manager and Coach with over 27 years of expertise in enhancing patient satisfaction and service quality through strategic improvements and cross-department collaboration. Proficient in HIPAA Compliance, Service Recovery, and Process Improvement, with a proven track record of fostering a supportive environment that elevates team morale and patient engagement. Committed to driving measurable gains in patient care by leveraging Six Sigma methodologies and effective training programs. EMPLOYMENT HISTORY

PATIENT EXPERIENCE MANAGER Oct 2023 - Jul 2025

Aramark Healthcare + - Baylor Scott & White All Saints Medical Center Fort Worth, TX

Managed patient experience, enhancing satisfaction through strategic service improvements.

Led cross-department collaboration, aligning on service goals to boost patient satisfaction.

Analyzed feedback to develop improvement strategies, achieving measurable satisfaction gains.

Trained and validated hospitality team members to ensure adherence to service protocols, resulting in marked gains in service quality.

Analyzed survey data and rounding feedback to develop targeted improvement strategies, leading to measurable enhancements in patient care.

Promoted a culture of service excellence through coaching and mentoring, contributing to improved team performance and patient interactions.

Fostered partnerships with clinical teams to streamline service delivery, resulting in improved patient feedback and engagement.

Mentored staff on best practices for patient interactions, cultivating a supportive environment that enhanced team morale and service quality.

Coordinated with clinical staff to refine service delivery processes, fostering a unified approach that enhanced patient engagement. PATIENT EXPERIENCE MANAGER AND COACH Aug 2021 - Dec 2022 Prime Healthcare – Dallas Medical and Dallas Regional Medical Centers Dallas Regions

Led team member celebration committee, created to raise morale across the hospital.

Reported and communicated with the CEO and other corporate leaders.

Fostered a patient-centered culture by coaching staff on best practices, enhancing patient satisfaction and elevating care standards.

Coordinated recognition programs to celebrate team achievements, boosting morale and fostering a positive workplace environment.

Tracked online reputation metrics and guided staff in best practices, driving noticeable gains in patient ratings and feedback.

Fostered a patient-centered culture by coaching staff on best practices, enhancing patient satisfaction and elevating care standards.

Tracked online reputation metrics and guided staff in best practices, driving noticeable gains in patient ratings and feedback.

Implemented the G.R.E.A.T. Model, driving measurable improvements in HCAHPS scores and elevating overall patient experience. PATIENT EXPERIENCE COORDINATOR/ CUSTOMER EXPERIENCE COORDINATOR/INTERIM DIRECTOR OF QUALITY, SAFETY, & CUSTOMER EXPERIENCE Sep 2014 - Aug 2021 BayCare Health Systems, Inc – BayCare Medical Group Clearwater, FL

Responsible for Customer Experience for all BayCare Medical Group (BMG), which consisted of 600+ providers.

Effectively taught and trained service excellence, customer experience, and process improvement to all office staff including providers.

Implemented and maintained reward and recognition for offices and team members.

Trained and maintained the RL Solutions Feedback system.

Experience with Press Ganey from implementation to presentation and part of the team responsible for transitioning all new legacies under BMG in 2014 from the Avatar Survey Intelligence system to Press Ganey

Collaborated with several focus groups across BayCare to implement innovative ideas.

Committee member of the BayCare Quality Sharing Day

Managed patient feedback (complaints, grievances, compliments, suggestions) with 95 percent success rate with overseeing all cases with senior management and patient satisfaction.

Fostered a culture of service excellence, enhancing team engagement and significantly elevating patient satisfaction across multiple departments.

Coordinated focus groups to gather insights for service enhancements, resulting in impactful initiatives that addressed patient needs effectively.

Implemented recognition programs to motivate staff, which significantly boosted morale and contributed to a more positive patient interaction environment.

Led initiatives to improve patient experience, achieving substantial improvements in satisfaction scores and enhancing overall service delivery.

ADMINISTRATIVE ASSISTANT Jun 2008 - Aug 2014

BayCare Health System – BayCare Medical Group Clearwater, FL

Provided administrative support to multiple divisions, enhancing operational performance.

Coordinated training for Cisco phone systems, improving communication across fifty offices.

Facilitated seamless administrative operations across departments, contributing to enhanced overall productivity and team collaboration.

Streamlined vaccine distribution processes, ensuring accurate delivery of 200,000 doses and maintaining compliance with health regulations.

Collaborated with teams to achieve national recognition for NCQA programs, significantly elevating the organization’s profile within the healthcare sector.

INTERIM OFFICE MANAGER / PATIENT COORDINATOR II Feb 1998 - Oct 2007 University of Mississippi Medical Center Jackson, MS

Managed employees and functioned as liaison between faculty / resident doctors and patients.

Trained employees in proper customer service techniques and data entry

Performed administrative duties including typing, answering phones, filing medical records, faxing, copying, and emailing.

Maintained professional customer service while checking in and outpatients.

Performed front desk duties, including setting up procedures (flex sigmoidoscopies, endoscopies, and colonoscopies)

Gained experience with HICSPCS and ICD 9 codes.

EDUCATION

BACHELOR OF APPLIED SCIENCE – MANAGEMENT AND ORGANIZATIONAL LEADERSHIP Sep 2012 - May 2017 St. Petersburg College Clearwater, FL

ASSOCIATES OF ARTS Aug 2010 - May 2012

St. Petersburg College Clearwater, FL

COMPLETED COURSES IN MATHEMATICS EDUCATION Sep 1992 - May 1995 Jackson State University Jackson, MS

SKILLS

BLS Certified, Six Sigma Yellow Belt, Conflict Resolution, Project Management, Negotiation, Communication, Public Speaking, Training, Customer Experience, Data Analysis, Data Management, HIPAA Compliance, Process Improvement, Service Recovery, Risk Management

(Skillful).

ADDITIONAL INFORMATION

ACHIEVEMENTS

• Assisted team with gaining their first “We Are All Caregivers” Award from corporate for increased morale via recognition and celebrations and patient experience scores

• Invited by HPSG to present on early connect benefits and importance of recognition to Cleveland Clinic Management

• Assisted executive leadership with creation of Weekly Wins project to acknowledge, recognize, and reward hospitality team members across all BSW Texas on a weekly basis and share “moments that matter” with each other. ACCOMPLISHMENTS

• Awarded the distinguished 2020 Golden Compass Award for improving customer and patient experience by working to save BayCare patients and customers approximately ten million in medication cost savings

• Improved the ACO CAHPS scores from bottom rankings to top quartile in less than 2 years

• Strong participation and leadership with the office shadowing program, presented at 2017 Press Ganey National Client Conference in Orlando Florida.

AWARDS

• Aramark Healthcare Plus 2024 We Are All Caregivers Award

BayCare 2020 Golden Compass Award

• 2018 Press Ganey Guardian of Excellence

• 2017 Award Winner for Morton Plant Mease Primary Care.

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