Francisco Patino Email and Phone Number

Collaborate with interdisciplinary teams to develop and implement strategies to improve end to end patient experienceConduct rounds to gather patient feedback, identify opportunities for improvement, and ensure adherence to First Impression Standards, Nurse Leader Rounding, Care and Safety rounding, Bedside shift report roundingMonitor and analyze Patient Satisfaction feedback and statistics to recommend interventions to address areas not meeting goals, resulting in a 12% improvement in patient satisfaction within two months.Operationalize tactics and best practices to demonstrate communication skills, empathy, and cultural competence to foster emotional connection with patients and staff through LEAD service recovery training Collaborate with quality improvement teams to analyze data, identify trends, and strategically effectuate process improvements to optimize across the patient journey.Partner with Human Resources and Education department to host New Employee Orientation and education of tools to navigate service recovery events.

Strategically lead, motivate, and develop a team of 5 junior patient liaison staff, offering expert guidance on best practices in patient advocacy, communication, and conflict resolution.Facilitate communication and resolve conflicts between patients, families, and healthcare teams to promote a positive care environment.Performed thorough assessments of patient needs and preferences, collaborating closely with interdisciplinary teams to craft tailored care plans, ensuring compliance with CMS/State regulations.Contributed to the successful implementation of projects aimed at strategically supporting Patient Experience, HCAHPS, and CAHPS initiatives.Deployed innovative technologies, including the Patient Empowerment iPad and Amazon Echo Dot (Alexa), to enhance patient engagement and empowerment.Led process improvement initiatives focused on enhancing Patient Experience and promoting sustainability within the organization.Directed and mentored a team of 5 junior patient liaison staff, offering expert guidance on best practices in patient advocacy, communication, and conflict resolution.Performed thorough assessments of patient needs and preferences, collaborating closely with interdisciplinary teams to craft tailored care plans, ensuring compliance with CMS/State regulations.Contributed to the successful implementation of projects aimed at strategically supporting Patient Experience, HCAHPS, and CAHPS initiatives.Deployed cutting-edge technologies, including the Patient Empowerment iPad and Amazon Echo Dot (Alexa), to enhance patient engagement and empowerment.Led process improvement initiatives focused on enhancing Patient Experience and promoting sustainability within the organization.

Facilitated the Language of Caring (Harris Health Experience 2.0) program to cultivate a supportive organizational culture focused on patient care excellence.Managed transportation requests in collaboration with Guest Transportation Services.Aided Guest Relations in addressing and resolving patient concerns.

Collaborate with Patient Customer Relations, Patient Access, Emergency Medical Administration, and Emergency Nursing administration to promote Patient Satisfaction.Investigate, track, and report patient encounters concerning the Complaint Process.Collect data concerning patient care and make recommendations for Process Improvements.Advocate for Patient Rights, act as a resource for information and provide appropriate resources.Position was reorganized to Concierge.

Verified and updated current medical records for accuracy and completeness.Confirmed insurance coverage and assessed plan descriptions.Collected copayments and outstanding balances for services provided

Maintained proper drug storage procedures, registries, and records for controlled drugs.Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.Counted, measured, and compounded medications following standard procedures.

Work with the eligibility team of the Children with Special Needs Program to create a higher accuracy in data entry.