Susan A. Leys M.Ed.
Clinical Navigator - Patient Experience | University Healthcare: Jefferson Medical Center
Washington D.C. Metro Area, UNITED STATES
Healthcare Consulting, Coaching and Debriefing at http://www.MDRN.Consulting
Biography
Analytical and compassionate healthcare executive – with extensive patient experience & family engagement abilities as well as program development and process improvement expertise – offer proven track record of leveraging patient experience, customer service, communications, and training & development strengths to improve quality of care and processes throughout hospitals and healthcare systems.
Background: 20+ years of experience gained across emergency departments and hospitals – encompasses program design, coaching, service excellence and staff education proficiencies. Career highlights include growing productivity of $2 million Emergency Department (ED) by 20%, re-configuring Emergency Department crisis programs internally at substantial cost savings to employer, training total of 500 nurses and non-clinical staff, and serving as consultant to government agencies
Patient Experience & Family Engagement:
* Advanced knowledge of patient satisfaction surveys and patient experience survey tools supporting all aspects of improving patient/family experience and satisfaction scores.
* Experienced with implementation and evaluation of an aligned curriculum for teaching patient experience and customer service expectations.
* Adept at assessing situations quickly and compassionately to assist health care professionals in fast-paced, demanding and constantly changing hospital settings to foster patient relations and patient experience systems and processes.
Communication:
* Excellent written, verbal and interpersonal communication skills including active listening, redirection, conflict resolution / negotiation, complaint management, crisis intervention, counseling and ability to elicit information from poor or evasive communicators
* Highly skilled with building rapport with patients and families quickly and tactfully to address concerns & resolutions with the goal of gaining patient and family members' trust and enhancing patient experience and family centered care.
* Expertise in coaching and providing point-of-service coaching to managers and health care teams to identify opportunities to create a seamless patient and family experience and / or service recovery gained from visiting with patients and families on a daily basis.
Training and Development:
* Dynamic public speaking, coaching and training skills.
* Skilled in assessment of training needs, information design, facilitation & staff education and support for healthcare teams
Industry Expertise (6)
Training and Development
Corporate Training
Health Care - Providers
Talent Management
Professional Training and Coaching
Mental Health Care
Areas of Expertise (10)
Patient Advocacy
Hcahps
Critical Incident Stress Management
Patient Experience
Healthcare
Hospitals
Stress and Stress Management
Communicating Effectively
Team Building & Leadership
Collaboration
Education (5)
Cornell University: Graduate Certificate, High Performance Leadership
The certificate in High Performance Leadership consists of coursework that assists with the development of high-performance leadership skills necessary to execute initiatives: managing for momentum, negotiating for results, and coaching for excellence.
The Johns Hopkins University - Carey Business School: Graduate Certificate, Medical Services Management
Graduate Certificate in the Business of Medicine: Completed coursework in healthcare leadership, theory and practice, managerial finance, organizational development and managerial communication (including risk communication).
Springfield College: M.Ed; C.A.G.S., Counseling Psychology
* Minor areas of study included Student Personnel Administration and Athletics Counseling. * Counseled at-risk students at The College of Our Lady of the Elms * Served as a Graduate Assistant for Professor John Cox and assisted with teaching Counseling, Stress Management and Psychometric Assessment Courses to undergraduate juniors and seniors. * Member of Psi Chi: Honors in Psychology
University of Massachusetts Dartmouth: BA, Psychology
Roger Williams University: AA, Legal Studies
Style
Availability
- Keynote
- Panelist
- Workshop Leader
- Corporate Training
Social