•Answer patient calls and complete initial intake to initiate complaint and grievance process.•Utilize active listening and motivational interviewing skills to understand a patient’s concerns and offer clear communication to callers.•Provide excellent customer service by answering callers’ questions or redirect to the appropriate department.•Code patient concerns and input cases into an electronic database•Collaborate with multiple medical departments and use institutional knowledge to identify appropriate stake holders to investigate a patient’s concerns. •Use strong professional writing skills to summarize intake and communicate patient concerns to medical providers and clinical leadership. Formulate response letters to patients by summarizing the review process and articulating the outcome of their grievance. •Support clinical staff with knowledge of institution’s policies to outline action steps for addressing challenging patient behaviors.•Manage high case volumes while adhering to regulatory requirements and deadlines.•Handle private medical information in accordance with HIPAA. Well versed in navigating EPIC Systems and electronic medical records. •Support department growth as a member of interview committees to identify qualified candidates.

•Provided child life services to pediatric patients in a variety of outpatient specialty clinics, including: outpatient lab, hematology/oncology, orthopedics, cardiology, ENT, and others. •Supported coping and understanding through medical play, preparation, and procedure support and distraction.•Utilized developmental theory to assess stress and coping needs for patients and family members.•Communicated and collaborated with staff in the various clinics to arrange child life services and advocate for patient and family needs. •Lead meetings and oversaw agenda as Department Council President with the council’s goal to evaluate and improve upon department processes.•Oversaw the education and professional development of Child Life Interns by modeling job duties, engaging in thoughtful reflection with students, and providing constructive feedback and evaluation to prepare for a career in the field. •Managed volunteers by training, assigning duties, and providing feedback.

•Provided child life services to patients and families to support coping in the emergency department setting. •Built quick rapport with patients and families through normative play and conversation to support through their hospital experience. •Single-handedly responded to all child life needs throughout hospital as the only child life specialist on-site from 7pm-7am, including trauma and bereavement support.

•Provided patient and family centered care in a variety of settings including: Emergency Department, Surgery, Pediatric Specialty Clinics, Sedation Clinic, Hematology/Oncology, General Care Unit, and PICU.•Demonstrated affective teamwork by supporting members of the department with clinical and programming needs and by using affective communication to provide thorough handoff to address patient and family needs.