• Developed the process for obtaining patient and family feedback/statistics. Grievance process.• Ensured effective communication between Nemours healthcare team and patients/families.• Assessed patient satisfaction data and collaborated with NCH Leadership on improvement opportunities.• Led staff in the maintenance of patient satisfaction database and service recovery/grievance process.• Led departmental and hospital programs to assess service quality.• Implemented Service Excellence Recognition Program. • Implemented Real Time Solutions Program. Complaints reduced 20%.• Collaborated on the NCH strategic plan for an International Medicine Service in the Latin American region.• Performed Service Excellence orientation for more than 1200 associates and providers. • Coached and advised physicians and nurse practitioners on patient satisfaction resulting insignificant improvement in their scores, key information for possible bonus. • Supported financial programs for hardship cases by leveraging relationships with Ronald McDonald’s House and Open Arms Foundation. • Led Service Excellence committees in the areas of ED, Surgery and support for the Med Practice area. • Developed a Concierge Program to handle non-medical needs for families during their hospital stay.• Implemented a Volunteer Program for lobby greeters and concierge.• Reduced grievance closing days from 15 days to 6 days.

Marketing, Internal and External Communication and Advertisement Plans, Corporate Events, Public Relations, Professional Image, Social Responsibility and Fundraising Programs.