Katy Engelby Email & Phone Number

St. John’s Hospital

Accountable for daily operations of hospital volunteer program; including recruitment of volunteers, management, retention and recognition of over 200 active volunteers. Provide leadership and performance management. Identify and implement programs/services.

• Provided overall program design, development, leadership, and management of all patient/family volunteer programs (transplant recipients and families). Provided oversight and management for development, implementation.
• Developed and implemented strategies and resources to increase use of services by 20% year-over-year. Last year, increased volunteer service hours by nearly 50%.
• Collaborated with leadership team to develop strategies to promote awareness of programs and resources to successfully serve all patients in need of cellular transplant
• Built and maintained relationships with internal and external stakeholders and partners in order to maintain customer satisfaction
• Oversaw team productivity, quality and work balance in accordance to team goals
• Developed staff through mentoring/coaching. Provided regular feedback and performance management to assess and develop staff strengths

• Identified and implemented patient support programs to support the needs of bone marrow patients and their families, responsibilities included: planning, coordinating and monitoring projects from initiation through.
• Communicated and trained staff on new procedures to ensure operational efficiency.
• Established a quality control practices to maintain quality of customer interactions via call center (telephone, email and social media).
• Developed reporting metrics to assess quality and performance of call center staff (nearly 20,000 touchpoints annually)
• Coordinated the collection, presentation and analysis of data to measure effectiveness of current projects and service areas in regards to department and organizational goals and objectives

Greater Minneapolis-St. Paul Area

• Provided direction and management over 19 direct reports that provide customer service support through general public call center (telephone and email correspondence), as well as support staff. Served as business lead.
• Hired, trained, and supervised staff; provided work direction and assessed job-specific core competencies
• Developed scripts, resources, job aids to ensure quality control of customer interactions
• Lead regular team meetings and individual supervision

Greater Minneapolis-St. Paul Area

• Designed and implemented donor retention projects. Evaluated and disseminated findings and developed long term implementation plans. Presented findings of projects at annual meetings, both during general session and.
• Developed and conducted training program for donor center staff on donor education and retention.
• Survey development; patient satisfaction, transplant center needs assessment, and donor center satisfaction.
• Created donor education materials to improve donor retention.
• Monitored projects being conducted by donor centers, established milestones, monitored progress and distributed funding.
• Developed and implemented process for centralizing donor contact once a donor has matched a patient. Developed business process, donor education materials, scripts, standard operating procedures, etc.

Greater Minneapolis-St. Paul Area

• Designed and implemented donor retention projects. Evaluated and disseminated findings and developed long-term implementation plans. Presented findings of projects at annual meetings, both during general session and.
• Developed and conducted training program for donor center staff on donor education and retention.
• Survey development; patient satisfaction, transplant center needs assessment, and donor center satisfaction.
• Created donor education materials to improve donor retention.
• Monitored projects being conducted by donor centers, established milestones, monitored progress and distributed funding.
• Developed and implemented process for centralizing donor contact once a donor has matched a patient. Developed business process, donor education materials, scripts, standard operating procedures, etc.