Execute and manage HMSA’s Medicare Advantage goals achievement through the launch of the Akamai Optimization Program within Navvis Hawaii market’s network of Physician Organizations (PO) and Physician Practices client partners- Deliver advisory on Payment Transformation improvement initiatives through data analysis, provider engagement, PO relationship, and process improvement with the aim to develop payor-agnostic workflows, reinforce early disease detection, and support HMSA’s Quality and Patient Satisfaction rating improvement goals- Utilize evidence-based approaches and content & CMS STAR and Payment Transformation measures to drive decision-making, and development of structures for clinic sites accountability and transparency. - Collaborate with POs leadership and care coordinators to assess practices’ current state and understand Physician’s priorities to develop patient-centered office workflows; supporting clinic staff on attribution and panel management, closing quality care gaps, and optimizing provider’s management of RCCs through rapid cycle / test of change improvement strategies- Design and implement end-to-end project plans, including resource assignments, schedules, dependencies, project deliverables, and success criteria.

Listening Deeply: Oversight of enterprise survey administration and data analytics in owning key components of the Listen Deeply program segment. In close partnership with HX leadership and Strategic Analytics team, providing dynamic range of services in feedback and XM systems (Qualtrics, Press Ganey, Qlikview, and Alida) and solutions, data generation & visualization, survey methodology & design, and CAHPS-based data analytics and outcomes forecasting.Designing a Holistic Journey: Serving as an internal system consultant, bringing a visionary and strategic approaches to environmental redesign, system orchestration, and employee behavioral economics via the means of assessing current service models as it relates to human capital, organizational psychology, processes, and system programs; specifically, on consultative partnerships with Hoag Inpatient acute/critical care units, Emergency Department, Ambulatory Clinic sites, Hoag Executive Health and Concierge Medicine, Hoag Compass innovation center, and other service areas.Owning the Moments: Active contributor, curator, and ambassador of the "Hoag Pride" and “Own It” culture, producing an abundance of substantial results in the architecture of experiences enterprise-wide. With the purpose of being an agent of change, taking on the challenges of change management leadership through purposely aligning current programs to be more in tune with Hoag’s mission, vision, and values, to have higher emphasis on employee experience, patient centricity, and community benefit, with respect to current industry and brand & care experience best practices

Serving as a consultant and subject-matter expert on system-wide Patient Experience improvement. Acting as a consulting partner for 36 facilities nationwide, responding to patient experience inquiries related to measures, analysis, support and interventions. Deploying an aggressive 3% per annum increase, coaching model introduction, & caring communication interventions towards system-wide “Overall Rating” annual goal. Applying evidence-based knowledge of performance improvement, survey instruments and methodology to department workflow.Plans and provides training, expert coaching, observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization. Oversees the enterprise-wide implementation and streamline use of Prime Rounds, KryptosText, & Verge platforms. Utilizing the PRC improvement platform - monitoring, reporting and analyzing patient experience data in identifying Key Performance Indicators. Partners with directors and other coaches to establish and sustain patient experience strategic plan, adopting a proactive approach in identifying risks to plan’s success. Aid in the development of (non CG-CHAPS) Medical Practice Surveys.

Dual role at MLKCH:As Patient Experience Coordinator: Driving and sustaining the organization’s 90th percentile national ranking on Overall Rating HCAHPS performance. Serving as Studer Group coaching facilitator, collaborating with leadership team on development and implementation of programs & initiatives to increase employee engagement and patient perception of care: Leader Rounding on Employees, Nurse Leader Rounds, Hourly Rounding, Senior Leader Rounds, and behavior validations program. Assist in planning and execution of the quarterly Leadership Development Institute (LDI). Conducting hospital-wide AIDET Training to 800+ clinical and ancillary staff. Reporting of weekly & monthly unit-based HCAHPS Patient Satisfaction reports to leadership and providing analysis and consultation. Designing the executive leadership Patient Satisfaction Dashboard. Reporting of Press Ganey PX data analytics to leaders at the IPPIC and Nurse Leader meetings. Provide Service Excellence training at the bi-weekly Hospital Employee Orientation. Oversight of Volunteer and Spiritual Care service programs. As Patient Advocate: streamlining escalation process and managing hospital-wide patient complaints and grievance process through in-take of patient concerns, performance of LEARN service recovery model, investigation, reporting out to leadership, and ensuring timely responses aligning with CMS guidelines, and facilitate hospital's standing Grievance Committee in identifying prevalent issues and developing strategies aimed to decrease the number of grievances related to the issue area, in alignment with Patient Experience best practices.

Oversaw network management through provider contracting, relations, and education. Drafted provider contractual amendments, memorandums and letters of agreements. Ensured timely credentialing and on-boarding of recruited providers. Executed and maintained IPA correspondence and reports to over 800 providers in network through multiple communication mediums. Managed member-filed grievances, appeals, and claims through investigation and reporting to health plans. Maintained IPA rosters and prepare quarterly health plan validation reports and assisted with health plan audits. Performed provider services and education via capitation deductions & updating provider manuals.

Facilitated research competency among university students and public library patrons. Assisted on average of 10 research studies per day and utilized 226 academic databases and 51 programs to educate & instruct patrons about numerous resources offered. Delivered hardware and other customer care services to improve patron experience in the lab.

High focus on organization's implementation of evidence based initiatives, achieving hospital’s fiscal year HCAHPS target goals; 85th percentile ranking on Communication w/ Nurses, 92nd percentile ranking on Responsiveness of Hospital Staff, and 95th percentile ranking on Medication Education & Discharge Information based on the national peer group benchmark by year-end. Performed 20 leadership rounds on patients per day. Conducted AIDET, HEART service recovery, and Service Excellence training for 600+ RNs during the annual Nursing Competency Fair. Data analysis and reporting of 7 unit-based HCAHPS reports. Data entry and analysis of ED and Outpatient departments' patient satisfaction report to clinic directors. Assisted in pre-discharge patient chart audits. Trained and delegated tasks for newly on-boarded interns.