Brian Bourne Email & Phone Number

Washington DC-Baltimore Area

*Primarily responsible for managing NARA’s Supervisor Development Program (SDP), which is a 6-month, cohort-based learning program designed for new GS-7 to GS-15 federal supervisors.*Support the agency’s efforts to achieve the learning dimensions of Strategic Goal 4.1: “To increase the frequency of effective coaching that employees receive by 50%.”.

Washington, DC

*Developed and managed the organization’s training budget (>$800,000) to ensure alignment with OA’s strategy.*Collaborated with senior leadership and subject matter experts to design and implement the EOP’s first-ever core curriculum of instructor-led and e-learning courses that address topics such as Harassment, Emergency Preparedness, Ethics, Hatch Act.

Bethesda, Maryland, United States

*Provided administrative oversight for eighteen specialty and subspecialty residency and clinical fellowship training programs.*Analyzed new regulatory and policy requirements and their impact on the NIH’s clinical training programs, in collaboration with the Director of the Office of Clinical Research Training and Medical Education and the Executive.

• Initiated and developed the hospital’s first comprehensive change management and service excellence programs as core elements of the hospital’s strategy to be both a hospital and employer of choice. Facilitated dispute.
• Led process to articulate and communicate new organizational values with Executive Leadership.
• Initiated, planned and led eight customer service/culture strengthening teams composed of all leaders to address critical organizational issues and transform culture.
• Designed leadership development curriculum based on patient and employee research and performance indicators.
• Created and led hospital-wide training on new values, performance evaluation, conflict management, and civility in the workplace.
• Developed internal and external branded communications strategy.

• Patient Relations:
• Selected as the facility’s first patient representative to ensure all staff and patient systems provided consistent, high-quality patient experiences.
• Created and managed a system using Microsoft Access to track and monitor all patient complaints – service, clinical, and risk-related issues – 1500/year; 93% resolved to the patient’s satisfaction.
• Analyzed and interpreted patient complaint data to identify areas causing major and critical problems to patients; presented findings to Board of Directors and Executive Team; developed and implemented proposed.
• Oversaw and trained a team of eight volunteers. Program Development and Analysis:
• Improved patient satisfaction scores in the Emergency Department by over 40-percentile points by leading a select multidisciplinary team of front line staff to benchmark best practice Emergency Departments, analyze and.

• Led a team of five peers to develop a comprehensive healthcare consulting project to design a centralized, web-enabled call center for an eight-clinic health system in upstate New York.
• Evaluated hardware, software, and network demands and needs through market research and physician interviews.
• Forecasted appropriate staffing levels for centralized telecommunication’s center to insure rapid response cycles.
• Investigated proper oversight protocols and template management tools.

• Designed and developed the hospital’s first comprehensive change management strategy.
• Initiated, developed and implemented, with the Commanding Officer, service line listening sessions throughout the entire command of 3,500 staff to identify cost-saving, quality-improving service opportunities.
• With Chief Medical Officer, developed video and educational materials used to train all leaders on how to lead listening sessions and increase the understanding of positive change.
• Developed strategic communications positioning change management efforts as strategic imperatives.
• Analyzed, with Performance Evaluation and Improvement, the OB-GYN clinic for patient satisfaction and process flow, clinical and staff productivity, staff reorganization, and space optimization.

M.H.A., Health Administration

B.A., Political Science, History, Art History