Matthew Lauer, Mba, Cpxp Email & Phone Number

Provo, Ut And Seattle, Wa, Us

Recruited to provide strategic guidance for healthcare clients with a specific focus on Academic Healthcare and Change Management initiatives.• Provided subject matter expertise and strategic healthcare specific guidance for clients converting from legacy vendors to Qualtrics.• Developed and delivered high quality change management training content, while leading advisory guidance for change management efforts directly with clients. • Supported technical implementation teams by providing guidance to upskill knowledge of healthcare operations and regulations and provide insightful context when challenging questions or process changes arose, offering regulatory, Vizient, Magnet and CAHPS guidance.• Led design for survey, Closed Loop service recovery, data visualization (dashboards) and strategic initiatives designed to create a culture of action and empathy in healthcare organizations.• Oversaw advisory services for 2 of the largest healthcare systems in the nation, including the creation of surveys, Closed Loop processes specifically designed to support one of the largest healthcare systems in the nation.• Created and delivered multiple best-in-class service recovery, insights to action and certification trainings for both internal and external clients.• Served as the Subject Matter Expert for operations, processes and culture of Academic Medical Centers and highly matrixed tertiary care sites. • Developed and leveraged high-trust relationships with clients at all levels of large healthcare organizations to assist in creating new organizational cultures focused on empathy and action orientation to enhance patient trust, loyalty and reduce healthcare disparities. • Change Agent, Compassion Facilitator and Relational Problem Solver

St. Louis, Missouri, Us

Promoted to lead and support the Barnes-Jewish Hospital Patient Experience efforts and initiatives.• Provided leadership and direction to a team of business consultants and a data analyst to exceed departmental and organizational goals.• Oversaw the reorganization of department including selecting and training both clinical and non-clinical PX Partners, streamlining and standardization of processes and training and providing PX support to every clinical and non-clinical department across the Academic Medical Campus.• Leveraged patient/consumer experience data (HCAHPS, loyalty surveys and direct feedback) to design and implement scalable solutions and process improvements in all areas of the Academic Medical Campus.• Led the organization’s initiative to integrate the patient, family, consumer and community voice into all aspects of the patient experience; including the creation of new Patient and Family Advisory Councils for the Women & Infants and Emergency Department Service Lines and the creation of the Patient, Family and Community Advisory Council Steering Committee.• Consulted with key clinical and non-clinical operations leadership to ensure the development of a consumer-centric, consistent and reliable experience.• Instructed both clinical and non-clinical staff in "Building Resiliency to Compassion Fatigue", service recovery, and "Best Practices in Nurse Leader Rounding" as well as presenting in new employee, new leader and new nurse orientations.• Collaborated on the implementation of standardized inpatient nurse leader rounding initiatives with a specific focus on improvement of purposeful hourly rounding and bedside shift report.• Served in various capacities as both a subject matter expert and project manager across multiple leadership teams including, incident command, facilities enhancements, and organizational goal development and deployment

St. Louis, Missouri, Us

Recruited to oversee the campus wide guest relations efforts, with full operational and financial responsibility.• Provided leadership and direction to a team of 30 full-time and part time concierges to provide patients, families and visitors with concierge and information services in both the inpatient and outpatient areas of Barnes-Jewish Hospital and the Washington University School of Medicine campus.• Oversaw the reorganization of department operations to successfully implement expansion of responsibilities to include the creation of a first-of-its-kind family respite area and integration of Concierge Service in the Women & Infants units. • Interact with key clinical and non-clinical operations leadership to ensure patient and consumer needs are met with flawless, upscale and professional guest service experiences. • Developed and implemented training that is adaptable and scalable for any circumstance/department to improve and standardize service recovery and direct customer service.• Served on committees and teams to improve integrity and respect and build resiliency among leaders, team members, and peers.• Ensured that visitors to the Barnes-Jewish Hospital can navigate the five-block campus and serve as a wayfinding and guest relations subject matter expert during hospital expansion and renovation projects.

St. Louis, Mo, Us

Promoted to oversee the St. Louis area campuses, with full operational and financial responsibility for a non-profit organization which provides stability and vital resources to families so they can keep their children healthy and happy.• Provide leadership and direction to a team of 8 full-time House Managers, Assistant House Managers, and Housekeepers, and 15 part-time Assistant House Managers and Guest Service Associates providing a “home-away-from-home” at the West County, West Pine, and Park Avenue houses for families with critically ill children being treated at St. Louis areas hospitals.• Oversee the successful operation of the three campuses which include 6 separate buildings which house 58 families per night, or more than 1,600 families per year; includes oversight of facilities maintenance and 24/7/365 staffing coverage.• Serve on organization’s 11-member Leadership Team, as well as several board sub-committees including the Program Committee and Facilities Committee; lead the operations team in guest family programs, policies, and procedures.• Led the organization’s initiative to create a set of core values, including creation of the values, implementation organization wide, and training related to hospitality and customer service.• Create, maintain and effectively manage the annual $858,000 operations, facilities and capital budgets; develop and implement organization’s long-term facilities maintenance and capital improvement plans.

St. Louis, Mo, Us

Recruited to manage all aspects of a 24,000 square foot facility on the campus of Mercy Hospital St. Louis.• Led and directed the Assistant House Manager, Housekeeper, and 40 to 50 volunteers to provide exceptional customer service, and operate all facets of the facility in alignment with organizational policies, procedures, and guidelines.• Directed all family services including, development and implementation of policy and procedures, reservation management, daily oversight of the program, database, and staff/volunteer management.• Developed and maintained annual operations for the 20-room facility which serves 600 families per year, managed capital and operations budgets, and efficiently trained and scheduled staff and volunteer to ensure successful 24-hour operation.• Created and conducted staff training related to the DiSC profile, teamwork, and conflict management.• Collaborated with HR/Volunteer Manager to create comprehensive guest service training for over 200 volunteers.

Jefferson City, Missouri, Us

Recruited to provide strategic leadership and overall managerial and administrative oversight of area programs for an organization enabling people with intellectual disabilities discover new strengths, abilities, and skills through the power of sports.• Defined, implemented, managed and evaluated a fully-integrated program development and management plan with the Associate Area Director and a team of volunteers for the seven-county service area.• Managed the area office including day-to-day operations and budget management; led and coordinated efforts that supported volunteer leadership, volunteer workforce development, and strategic initiatives to meet organizational goals.• Organized and managed more than 40 athletic competitions and special events each year; effectively offered prompt and excellent customer service to 3,600+ Special Olympics Athletes, 200 coaches, and more than 1,500 volunteers annually.• Developed and maintained strong relationships with athletes, coaches, family members, and volunteers.• Worked collaboratively with the St. Louis Metro Area Development Director on fundraising events, including initiating a new event that raised $87,000 in its first year, and $110,000 in its second year.

St Louis, Mo, Us

Recruited and promoted to research, collect, analyze, and distribute data regarding police department planning issues for a law enforcement agency that works to prevent and detect crime, protect life and property for the citizens of the City of St. Louis.• Developed recommendations, reports, plans, policies, and procedures to ensure policies and procedures were in compliance with the Commission on Accreditation for Law Enforcement Agencies (CALEA).• Prepared annual work schedules to meet workload needs and training for patrol officers and various specialized units, which consisted of several different fixed and rotating shifts within the police department of more than 800 employees.• Created, updated, and maintained sections of the Police Manual and Special Orders which govern department operations.• Researched best practices in departments nationwide and reviewed current department practices to determine improvement opportunities; made recommendations to department leadership to ensure best practices and legal practices were in place.• Coordinated the development of the MetroLink Police Officer Security Contract and participated in negotiations and closing.

Us

Recruited as Usher and promoted to Supervisor at Busch Stadium, an iconic St. Louis sports venue.• Trained, coached, and supervised a team of 30 to 40 Ushers at each game to provide superior customer service.• Assisted sports fans by finding seats, settling seating disputes, resolving customer concerns, and providing directions.• Enhanced communication skills, maintained safety standards, and politely enforced all stadium policies and guidelines.

St. Louis, Mo, Us

Developed marketing and business skills while providing a high level of service at the world headquarters of the leading global brewer producing and marketing the world’s best-selling beers including Budweiser and Bud Light.• Conducted brewery tours by leading groups of up to 125 guests throughout the 100-acre facility, reciting a tour script, promoting the brand portfolio, conveying a positive image, directly answering guest questions, and ensuring safety.

Bachelor Of Arts (Ba), Business Management

Master Of Business Administration - Mba, Business Administration And Management, General