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223 Huntington Avenue
Boston, MA 02136
Patient Experience Program Manager
6 years experience W2
Average rating
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  • Bilingual, Spanish
  • AED and First Aid Certified
  • Microsoft Office suite: Word, Excel, Access, PowerPoint and Outlook
  • MEDITECH and Aceit: program used in health care organizations
  • COAP Certified


  • Southern New Hampshire University; Manchester, NH
  • Master of Science; Healthcare Administration Anticipated Graduation October 2021
  • Dean College; Franklin, MA
  • Bachelor of Arts; Psychology Major May 2019
  • Associates of Arts; Psychology Major May 2017

Patient Experience Program Manager
Oct 2020 - present
  • Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences. Implement strategies that drive and support patient experience improvement initiatives for targeted areas.
  • Influence accountability through communicating the targeted reports and there focused action plans along with the validation of competency related to caregivers and staff behaviors.
  • Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.
  • Lead assigned projects and programs by creating and executing project work plans.
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Senior Patient Advocate
Information Technology
Sep 2019 - Oct 2020
  • Interact with patients regularly and ensure patient satisfaction while identifying and executing patient needs in a timely order.
  • Respond and document patient queries, concerns and grievances while properly communicating with the individuals to discuss certain matters further.
  • Maintain positive working relationships with patients, visitors and hospital staff to maintain a well-focused environment.
  • Obtain patient feedback and provide appropriate recommendations to improve patient services.
  • Abide and enforce the grievance policy in accordance with the Centers for Medicare and Medicaid Services.
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HICS – Patient Family Assistance Branch Director
Information Technology
Mar 2019 - Oct 2020
Brighton, MA
  • Organize and manage the delivery assistance to meet patient family care needs, including communication, lodging food, health care, spiritual, and emotional needs that arise during the incident.
  • Organize and manage the services and processes required to assist in family reunification.
  • Organize and manage support to meet patient social service requirements during a disaster, coordinating with community and government resources.
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Sales Specialist
Information Technology
Sep 2016 - Mar 2017

  • Responsible for establishing sales and activities.
  • Coordinate and supervise sales staff in performing their daily tasks.
  • Assist customers with questions about products, apparel, and sizing.
  • Ensure customer satisfaction during each interaction.
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Teaching Assistant
May 2015 - Jun 2015
Brookline, MA
  • Worked under direct instruction of teacher in the classroom, providing general support, including preparation and routine management of classroom resources.
  • Supervised and supported students ensuring their safety and learning both indoors and outdoors.
  • Prepared classroom as directed for lessons under supervision of classroom teacher.

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Non-cloudteam Skill
Healthcare Administration
Southern New Hampshire University 2021
Psychology Major
Dean College 2019
Psychology Major
Dean College 2017
First Aid Certified
COAP Certified