Haley Fuller, M.Ed., Ches Email & Phone Number

Human capital consultant.Strategic communications.Curriculum development.

Lancaster, Pennsylvania Area

- Serve as the organization subject matter expert on patient education and engagement practices as well as shared decision making- Lead collaborative, innovative projects, such as journey mapping, with various stakeholders to drive workflows and organizational culture towards optimal engagement- Establish strategy and implementation practices with health system and vendors to optimize ROI with educational contracted products- Assess workflows to optimize patient education processes… Show more - Serve as the organization subject matter expert on patient education and engagement practices as well as shared decision making- Lead collaborative, innovative projects, such as journey mapping, with various stakeholders to drive workflows and organizational culture towards optimal engagement- Establish strategy and implementation practices with health system and vendors to optimize ROI with educational contracted products- Assess workflows to optimize patient education processes within technological infrastructures such as Epic across the care continuum- Identify opportunities to leverage cross-relational data such as HCAHPS and quality metrics to demonstrate success- Evaluate patient facing materials- including about 400 medical forms, patient education and other documents per year- for readability and plain language standards to allow for patient engagement- Lead various system-wide, interprofessional committees- Develop and deploy targeted staff education on patient-centerededucation practices such as Teach-Back and adult learning Show less

- Continually performs reviews of quantitative data (CAHPS) and qualitative patient and visitor feedback to determine barriers and challenges within the organization- Serves as a resource to UPMC Pinnacle on patient experience best practices and current CMS patient satisfaction regulations related to reimbursement and quality.- Performs assessments of patient satisfaction focus areas and prioritizes areas for action.- Collaborates and partners with various system departments to… Show more - Continually performs reviews of quantitative data (CAHPS) and qualitative patient and visitor feedback to determine barriers and challenges within the organization- Serves as a resource to UPMC Pinnacle on patient experience best practices and current CMS patient satisfaction regulations related to reimbursement and quality.- Performs assessments of patient satisfaction focus areas and prioritizes areas for action.- Collaborates and partners with various system departments to facilitate a patient experience focused simulation lab for clinical staff.-Develops and facilitates patient experience initiatives and presents data to various levels of staff, including senior leadership.- Leads training initiatives for clinical and non-clinical groups focused on strategic vision of the System- Develops and deploys training of leadership and staff on topics such as communication, patient satisfaction data, regulatory standards, service expectations, and other patient experience best practices. - Maintains and disseminates up to date knowledge of customer satisfaction and patient experience best practices from all service based industries and bridges the concepts for the healthcare setting. - Serves as a resource for senior and System level leadership in developing goals and strategies that align with a culture built on service excellence. Show less

- Served as a resource to clinical departments in responding to trends in patient satisfaction data (HCAHPS) - Personalized coaching conversations for clinical staff relating to effective communication principles - Coordinated and developed innovative programming focused on patient experience and satisfaction - Facilitated educational discussions and presentations in various environments including department-wide meetings, large scale orientations, and simulation labs-… Show more - Served as a resource to clinical departments in responding to trends in patient satisfaction data (HCAHPS) - Personalized coaching conversations for clinical staff relating to effective communication principles - Coordinated and developed innovative programming focused on patient experience and satisfaction - Facilitated educational discussions and presentations in various environments including department-wide meetings, large scale orientations, and simulation labs- Served as a resource person for hospital staff on patient experience best practices- Empowered clinical staff to consistently utilize customer experience ideals in providing patient centric care Show less

Harrisburg, Pennsylvania Area

- Provided high-touch and personalized enrollment assistance to children and adults who visit the hospital emergency room without health insurance- Maintained up to date knowledge of Medicaid and Marketplace eligibility regulations and updates- Assisted patients with coordinating retroactive payment and financial aid assistance for unpaid medical bills- Maintained record of patient contact in EMR's such as EPIC and Soarian Financials- Orchestrated relationships with community… Show more - Provided high-touch and personalized enrollment assistance to children and adults who visit the hospital emergency room without health insurance- Maintained up to date knowledge of Medicaid and Marketplace eligibility regulations and updates- Assisted patients with coordinating retroactive payment and financial aid assistance for unpaid medical bills- Maintained record of patient contact in EMR's such as EPIC and Soarian Financials- Orchestrated relationships with community organizations to facilitate referrals to the program including County agencies and non-profits Show less

Harrisburg, Pennsylvania

- Provided advocacy efforts for families with children and teens navigating the health insurance landscape- Conceptualized methods of program marketing including promotional goods and creation of a logo- Served as a community resource person providing guidance on health insurance enrollment and availability of health services in community- Conducted outreach activities at various community events throughout the year

Harrisburg, Pennsylvania

- Planned and implemented age-appropriate and population-specific health education efforts for aging adults - Assessed personal living needs in order to develop living plans allowing for residents to age in place- Connected residents with health care services and benefit programs based on personal needs- Coordinated access to care and utilization of benefit programs for aging residents and those with disabilities- Educated residents on various consumer topics such as fraud… Show more - Planned and implemented age-appropriate and population-specific health education efforts for aging adults - Assessed personal living needs in order to develop living plans allowing for residents to age in place- Connected residents with health care services and benefit programs based on personal needs- Coordinated access to care and utilization of benefit programs for aging residents and those with disabilities- Educated residents on various consumer topics such as fraud prevention, advanced directives, life insurance and burial fund options, and home health care assistance- Certified as Healthy Steps in Motion (HSIM) instructor Show less

Bachelor Of Science, Health Promotion And Behavior

Activities and Societies: Recipient of the College of Public Health, Health Promotion and Behavior Service Award for the 2012 graduating.

Master Of Education - Med