Deb Spicer, Ms, Bs, Rn Email & Phone Number

Orlando, FL, US

United States

United States

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

• Key Responsibilities
• Responsible for leading patient-centered customer service emphasizing outstanding service and compassion for a market of four hospitals in the HCA West Florida division. Consults with hospital leaders, staff and.
• Responsible for implementing, directing and tracking measured patient experience outcomes such as CAHPS scores, customer satisfaction, employee engagement strategies, leadership development goals, and other quality.
• Initiates working partnerships with market and hospital facility entities (e.g. Executive Leadership, Human Resources, Continuous Improvement, Communications and medical Groups).
• Acts as lead faculty for patient experience education at a West Florida Market Center.
• Achieves operating results through strategic thinking, maintains a customer/patient focus, builds relationships, team builds staff and motivates teams.

Taveres, FL

• Key Responsibilities:
• Builds a culture of excellence leading the enhancement of customer experience and loyalty across the organization.­ In first 10 months increased HCAHPS 174 percentile points across all composites/domains through.
• Collaborates with all departments to ensure care is consistently patient-centered by partnering with leaders and caregivers to exceed the expectations of patients and families.­
• Creates and tracts customer service metrics and management dashboards. ­ Increased an average of 14 percentile points in every HCAHPS domain/composite in first 10 months; driven by deep dives, blitzes (on-unit skills.
• Investigates and reviews patient grievances and issues. Coordinates with Administration and Leadership to identify areas of improvement. Works closely with the Risk Management department to coordinate follow up.
• Relays information from patients/family members regarding physician conduct and communication to the appropriate physician when the feedback warrants their awareness/involvement. Makes appropriate executive, CMO, and.

Orlando, Florida Area

• Quantum Level Success June 2010 – December 2016Founder/ConsultantOrlando, Florida-basedMaster prepared senior leader with more than six years of patient experience consulting, focused on creating and sustaining an.
• Conducting ethnography and deep dive research to uncover cause(s) and complexities affecting the delivery of exceptional patient experience on lower performing units.
• Assisting in the development and training of targeted improvement plans to drive excellence in the patient and family experience.
• Delivering advisory services, back-up research and certified training to drive increased HCAHPS scores and improve clinical quality and safety measures that sustain a high-performance environment.

Global

• Business Senior Leader March 1995 – June 2010Corporate Global Leadership Atlanta, GA and Orlando, FL Summary: For fifteen years, served as global corporate leader in publicly-traded and dual-listed companies. During.
• Customer-focused senior leader recruited to global executive team to achieve corporate turnaround ­ Relocated to London to oversee global change management intiatives. ­ Cross-functional frontline experience in.
• Project sponsor of three global Black Belt, Six-Sigma improvement initiatives.­ Delivered > $5M savings globally in one year.­ Delivered 100% team-based KPIs. Led to sustainable improvements across systems.
• Reputation for instilling creative and empowered high-performance teams in business development, program management, strategic planning, process improvement and multichannel communications.

Master Of Science,, Healthcare Policy And Public Administration, Summa Cum Laude

Bachelor Of Science (B.S.), Health Communications

President's List

Diploma, Registered Nurse