Kim Leistner Root Email & Phone Number

Springfield, Il, Us

Springfield, Il, Us

Lead internal communications and patient experience team to improve the provider, employee and patient experience every day.Deliver concise, accurate, corporate communications to 650 providers and 3,500 employees via email, intranet, MSTeams and mobile.Deploy emergency and emergent communications via our centralized communication team.Develop and manage the team that writes, reviews and copyedits all communication for print and digital, phone scripting, letters and other patient-facing communication tools.Write content for and lead 110+ training programs to deliver exceptional customer service at every touchpoint across 89 locations throughout Illinois.Lead professional development symposium on presentation and communication skills for leaders.Manage customer feedback from more than 114K patient surveys annually with Press Ganey.Improved patient experience scores from 75th national percentile rank to Top 10% national rank for medical practice in three years. Create and manage recognition programs for stakeholders for exceptional care, teamwork and service recovery. Manage online reputation through online reviews and listing management and website forms.Provide personalized onsite coaching and workshops to physicians and care teams to enhance the patient experience and build teamwork.Selected in 2024 and 2023 as Organization of the year award for outstanding customer service from the Business Intelligence Group Received 2024 Gold medal Aster Award winner for healthcare internal advertising campaign and internal publications.

Springfield, Il, Us

I'm proud to be part of the dynamic Brand & Experience team and in this role, I'm responsible for leading corporate communications and the development of our new Patient Experience team. We support the internal and external marketing and communication needs of Springfield Clinic for all departments, both clinical and administrative, and for our physician owners and staff. We are also responsible for establishing data collection and reporting tools for our patient experience program. Our goal is to ensure that every patient has an exceptional experience that leaves them feeling confident to recommend our care team to their friends and family. We track, communicate and market our results proudly as the Voice of the Patient program.Springfield Clinic is a modern physician-led multispecialty medical group devoted to providing the highest quality health care to its patients. More than 650 physicians and advanced practitioners deliver value-based care in approximately 80 medical specialties and sub-specialties. As one of the largest private multispecialty medical clinics in Illinois, Springfield Clinic currently employs over 3,500 clinical and administrative staff members who are committed to improving health, providing value and serving the community. For more information, visit us online at www.SpringfieldClinic.com.

Entrepreneur and Founder of this innovative digital resource celebrating 20 years of dedicated service to the Greater Springfield area. Springfield Moms is an online resource and social network that provides timely information on local events, resources, and activities to support people living within a 60-mile radius of Springfield. Direct operations including freelance staff, content management, digital advertising sales, media and public relations and financials. ATHENA Leadership Award® in 2014 for professional excellence, community service and empowerment of women and their professional goals.Achieved significant milestones receiving an average of 45,000-page views per month and reaching more than 14,000 every week via social media.Bi-monthly e-newsletters averaged 4,800 bimonthly and a 26% click rate.State Journal-Register Readers’ Choice Awards: Runner-Up in 2012, Runner-up Best Local Website 2008-2013, Best Local Blog, 2008-2011, Illinois Times Best Local Website/Blog 2008 and 2009.Local Social Media Leader with 14,000+ followers via facebook, Instagram, twitter & pinterest.

Springfield, Illinois, Us

Responsible for all aspects of delivering service excellence to our patients and to each other to enhance our culture that exemplifies patient-centricity, collaboration and accountability. Develop and implement best practice strategies to improve all aspects of the patient experience (PX) throughout 47 clinic locations in central and Southern Illinois. Partner with executive team, 110 medical providers, clinical operations, nurses, secretaries, registrars and other care team members to ensure we provide the training tools and positive reinforcement to deliver the best patient experience. Strategic partner with marketing to develop internal and external communications to showcase our brand.• Revived the PX program from a Press Ganey data feed to a comprehensive communication training, coaching, reward and recognition program to drive our likelihood to recommend scores to the top 10% in the nation.• Collaborate and coach 110 providers (MD’s & APP’s) via one-on-one and group meetings to listen and identify challenges, share solutions and recognize high achievement to inspire continual improvement.• Create and manage intranet resource library of provider best practices for in-person, telehealth visits, digital wallboard patient explanations and MyChart.• Curate, post and manage social media content reflecting colleague and PX engagement initiatives such as the new Prairie CARE Awards, #MyPrairieWhy, Prairie Praise and positive patient testimonials.• Revamp new employee orientation to set expectations of exemplary care and teamwork from day one.• Lead annual Patient Experience Refresh workshops for all colleagues.• Develop patient-facing tools: MyChart activation guide, user tips, and provider team training for 1:1 support.

Consulted for a market-leading digital learning company managing projects that support the customer journey and market development for key digital solutions and provided strategic web-based communication and social media tools for higher education. Applied 20+ years of proven relationship-building, sales, marketing, communication, business and product development skills to achieve their team goals. * Collaborated with the Digital Solutions team to create marketing tools which support both internal and external communication initiatives. Managed website content development, editing and ensuring placement aligns with the brand. • Conducted a thorough review of marketing tools and messaging identifying areas for streamlining and updating content. Submitted detailed recommendations which were adopted elevating the quality of communications. • Project manager to redesign the Digital Solutions website layout, navigation, content, and video.• Entrusted to recruit and vet hundreds of professors to attend high-end customer experience events and participate in digital product reviews which resulted in driving short and long-term revenue gains. • Developed unique resource website for higher ed math faculty to share teaching tips and distributed monthly e-updates to more than 21,000 faculty.

New York, Ny, Us

Directed branding initiatives, digital product development and marketing campaigns to achieve revenue goals for a portfolio of digital and print educational products generating over $23M in annual revenue. Conveyed the vision and brand message by employing targeted market development activities which established product loyalty and enhanced faculty confidence in the effectiveness of digital implementation programs. • Elevated student performance and achieved improved learning outcomes partnering with nationally recognized authors and subject matter experts to deliver text, video and audio via an adaptive learning platform.Performed a data-driven analysis to streamline the product line to promote the digital content delivery modes which generated the highest profitability. Achieved a reduction between 7-10% of overall royalty costs through persistent negotiations with author teams and subject matter experts to obtain wholly owned digital content.

New York, Ny, Us

Launched this new role for the higher education STEM division. Developed and led market development initiatives to build brand awareness for McGraw Hill’s Developmental Math and Collegiate Mathematics product line and exceed revenue goals. Recruited thought leaders comprising faculty consultants and subject matter experts to attend targeted development events, live reviews, national focus groups and digital symposia. Interacted with field sales reps to provide compelling support for top target sales presentations and to accelerate digital implementation revenue. Defined best practices for conducting customer experience symposia establishing processes for event recruiting, product reviews, training and communication tools that have been adopted as the standard for all divisions.Launched the Math Selling Guide a new tool to educate and support sales staff on our digital products for Math.Recipient of the Team Award from Area 9 Digital Innovation Award for LearnSmart Master 2013

New York, Ny, Us

Fostered relationships with decision makers at six higher education accounts in Central Illinois with the responsibility to grow a $3 million product portfolio. Key Accomplishments:• Achieved $103.6% of the 2011 sales goal as well as exceeding custom and digital solutions goal of 32% of sales.• Recipient of Editorial Rep of the Year Award in 2011.

• Strategic editorial and market development consultant for major market print, media and online products.• Presented best practice and competitive advantage benchmarking and strategies to Editorial Division and provided training to all discipline teams.• Managed digital marketing and focus groups for select first edition textbooks and major revisions. • Researched competition and provided analysis and guidelines for product innovation across all teams.

Us

Managed all acquisitions, development, production (print, online and media), marketing, and financial analysis for 45 college textbook and technology projects in Astronomy, Geology and Geography. Developed new media products, educational web sites, and innovative incentive supplements.Key accomplishments:* Increased product list sales by 220%; 115% increase over new product acquisitions goal.* Doubled the sales of first revision of astronomy textbook.* First editor to launch a Resource Center Web site in 1995; became a standard for all discipline teams.

• Achieved sales goal in first four months on a $1.25 million base of 20 college accounts in Kansas & Missouri.

Increased territory sales by 167% in nine months; on target for highest rookie increase. Wadsworth, Inc. represented all discipline areas at the time.

Bachelor Of Science (Bs), Broadcast Journalism

Education record