Jade Hewitt Email & Phone Number

Baltimore, Maryland, United States

Previously, I was working as the Assistant Director of Patient Experience for the John Hopkins Hospital where I was engaged in directing operations of guest/volunteer services departments and partnering with clinical/non-clinical staff to drive positive patient experience delivery. I am responsible for significantly improving the hospital-wide patient experience by introducing effective operational framework and promoting collaboration between Guest Services and Admitting Department. I effectively enable Guest and Volunteer Services Departments to operate at optimum efficiency by overseeing recruitment and selection of high-caliber human talent. I also am involved in optimizing the patient discharge process by collaborating with Transport Department and partnering with Guest Services. I contribute to professional development and growth of staff through training and mentoring.Below are a few of my notable contributions while holding this position:• Improved Guest Services Department through systematic introduction of electronic scheduling system.• Designed strategies and introduced electronic application system to streamline volunteer recruitment process.• Achieved seamless availability of volunteers within second week of interim role through strategic planning and introduction of e-application system.• Spearheaded two departments through COVID-19 pandemic and designed policies as well as procedures concerning visitation and patient experience to safeguard staff and patients.• Aligned Johns Hopkins Health System Department of Volunteer Services under universal electronic database and background check system

Baltimore, Maryland, United States

During this tenure, I supported patient experience strategy by collaborating with different departments and leaders to hardwire tactics and boost patient experience. I actively supported department leadership in devising plans to assure coaching support, provide mentoring opportunities, and implement evidence-based best practices to increase HCAHPS scores. I successfully achieved job fit through tactful utilization of behavioral interview and significantly raised staff productivity. I vigilantly tracked performance of staff and provided feedback through tactful utilization of crucial conversations and language of caring skills. I also empowered staff to achieve patient and staff satisfaction while ensuring patient safety by forming key recommendations.Below are a few of my notable achievements:• Recruited, selected, developed, and led 31 staff members in clinical customer service coordinator program.• Enhanced patient experience by collating and systematically reporting HCAHPS, OAS CAHPS, and CGCAHPS data.• Trained and coached 200 clinical customer service representatives; headed multiple training and facilitations on service excellence and patient experience.

During the course of employment as Clinical Customer Service Coordinator, I promoted exchange of information and expertise between clients, patients, families, healthcare team, internal departments, and external agencies. I actively engaged with customers and effectively resolved queries and concerns as primary point of contact. I established challenging yet achievable budgetary targets and enforced measures to address nonconformance with set targets to minimize negative impact on hospital. I also kept abreast with latest development in relevant protocols as well as procedures and formed recommendations for revision as required. I thoroughly reviewed existing work processes and formed decisions as per hospital guidelines and protocols to maximize performance yield.Following are some of my key achievements while holding this position:• Rendered expertise to departmental leadership on planning, coordination, development, and implementation of projects as well as service enhancement initiatives.• Achieved commendation for exemplary work performance through Johns Hopkins Hospital Service Star award.

Master Of Science - Ms, Organizational Leadership

Bachelor Of Science - Bs, Biology/Biological Sciences, General