Karina Zelaya Email & Phone Number

Oakland, California, Us

Los Angeles, California, Us

Manage the liaison team and assist in supporting their day to day needs. Act as the primary lead for all Member Orientation events. Interface with new members and serve as a resource to address patient’s concerns regarding health plan issues, requests for PCP changes, schedule an appointment and to receive an update of a current referral. Provide patients with details on their care plans ensuring timely scheduling of clinical appointments and arranged for all services that support the delivery of high-quality, patient centric care. Coordinates with health plans and patients to ensure appropriate coverage. Collaborates with clinicians to ensure efficient patient experience. Track clinics enrollment and disenrollment trends. Analyze patient experience data and lead patient experience improvement initiatives.

San Dimas, California, Us

Manage the patient experience (PX) programs including: Leadership Rounding on Patients, Patient Experience Committee, Customer Service Training Program, and Volunteer Services. Serve as liaison, problem solver and facilitator. Motivate team members and facilitate team meetings. Responsible for conducting quantitative analysis on HCAHPS & ED CAHPS scores and establishing hospital-wide quarterly and yearly goals. Collaborate with clinical and nonclinical departments to conduct performance improvement projects to reach our benchmark goals. Lead and provide technical leadership to projects. Oversee grievances & complaints process to ensure timely complaint resolution, per CMS guidelines. Boost employee morale by developing staff reward and recognition programs and events.• Improved 7 out of 8 HCAHPS domains in 2019, compared to 2018 • Hospital earned +1,800 volunteer service hours in 2019 • Resolved 21 and 59 complaints and grievances in 2019 and 2020, respectively.• Offered innovative, virtual visitation hours by launching a Crisis Communication “iPad on Wheels” for COVID positive and suspected COVID positive patients • Appointed Chair of Corporate Patient Experience Education & Training Committee

San Dimas, California, Us

Develop, launch and manage patient experience (PX) programs at San Dimas Community Hospital and Glendora Community Hospital including: Leadership Rounding on Patients, Patient Experience Committee, Customer Service Training Program, and Volunteer Services. Serve as liaison, problem solver and facilitator. Responsible for conducting quantitative analysis on HCAHPS & ED CAHPS scores and establishing hospital-wide quarterly and yearly goals. Collaborate with clinical and nonclinical departments to conduct performance improvement projects to reach our benchmark goals. Lead and provide technical leadership to projects. Motivate team members and facilitate team meetings.• Redesigned the Volunteer Services Program to ensure compliance with Joint Commission standards.• Increased rounding activity by 234% beginning in August 2019 by redesigning rounding program• Trained +400 staff on customer service, AIDET+, service recovery & HCAHPS

Los Angeles, Ca, Us

Oversee Volunteer Services, Pastoral Care, and the Culture & Linguistic Services departments and the complaints & grievances process. Serve as the primary resource for patient experience and customer knowledge issues. Establish and maintain connections with all stakeholders involved in patient, customer, physician and employee satisfaction improvement efforts. Ensure the development and deployment of communication plans to assure widespread understanding, support and informed application of customer service standards and processes. Develop recommendations regarding, and coordinate the implementation of, complaint resolution and management, as well as service recovery processes and system. • Volunteers completed 2,135 service rounds on admitted patients in 2018 • Led project to upgrade 26 computer interpretive devices to iPads in Q4-2018• Provided service recovery training for multiple departments • Coordinated 48 pastoral & spiritual care visits for patients and families

Los Angeles, Ca, Us

Coordinate the Volunteer Services Program and the Pastoral & Spiritual Care Program. Oversee the recruitment, onboarding, orientation/training, placement and supervision of all volunteers. Maintain communication with HR, Employee Health & Education departments(s) throughout recruitment, screening, on boarding, and supervision of volunteers. Recognize volunteer achievements by awarding certificates, letter of appreciation, etc. Evaluate program(s) workflow processes by incorporating process improvement practices to maximize productivity. Support Manager of Patient Experience with addressing complaints & grievances. • Launched MLKCH-CDU Volunteer Program and General Volunteer Program in 2016• Hospital earned 3,521 volunteer service hours • Coordinated 275 pastoral & spiritual care visits for patients and families • Instructed customer service class for +700 employees

Los Angeles, Ca, Us

Address treatment protocols, costs, insurance policy, payment policy, and treatment side effects to prospective patients and mental health practitioners interested in referring patients to the clinic. Provide constant administrative support to the Chief Executive Officer and Chief Operations Officer. Track all communication records and ensure timely response to all third party inquiries. Create training manuals for new employees.

Master Of Business Administration - Mba, General Management

Bachelor Of Arts (B.A.), Sociology

Bachelor Of Arts - Ba, Chicana/O Studies