Patrick Ratchford, Fache, Cpxp Email & Phone Number

Charlotte, NC, US

Leads a team of HX Success Managers to ensure our clients' success, satisfaction and growth with our products and services. Builds deep relationships key clients to ensure they are achieving their desired outcomes and goals. Collaborate with leaders across Press Ganey to effectively mitigate client risk, ensure timely issue resolution, and mobilize.

Lead combined teams of advisory and application support teammates during interim period.

Provide oversight and strategy development for Press Ganey's Center of Excellence. Partner internally with Press Ganey thought leaders and support teams to execute strategy for anticipating the needs of client stakeholders. Collaborate with leaders across the organization to enable Center of Excellence success and lead innovation of improvement.

Mid Atlantic Region

Provides oversight to a team of Advisors, ensuring that they provide effective coaching to clients to drive patient experience strategy within assigned organizations. Works cross functionally within Press Ganey to ensure services are delivered in a manner that meets client needs and provides value. Delivers strategies that are aligned with corporate.

Responsible for supporting patient experience improvement initiatives for Press Ganey clients in the mid-Atlantic region. Acts as the principle improvement coach by applying proven quality and improvement strategies, collaborating with patient experience leaders in client organizations, and directing Press Ganey resources to impact positive, sustainable.

Charlotte, North Carolina

• Led patient experience improvement initiatives for healthcare system with 950+ care locations through innovative consulting, leadership development, and learning management efforts. Guided internal consulting team.
• Leveraged an innovative, change-focused blend of people, processes, and technologies to transform organizational culture and achieve a consistent experience; introduced targeted Patient Experience training programs.
• Delivered coaching and advising at all levels of the organization to drive communication improvements.
• Led end-to-end, enterprise-level projects across project planning, vendor selection and negotiation, project design, and implementation, managing the entire life cycle.

Charlotte, North Carolina

• Selected for inaugural role focused on development of a Service Excellence program throughout facilities in Metro Charlotte, partnering with an external consulting firm to drive organizational cultural change and.
• Successfully delivered integrated, aligned cultural change program in close collaboration with stakeholder departments; forged comprehensive, internal coaching plan for all sites, incorporating physician and leader.
• Recruited, trained, and mentored team to create targeted curriculum and training programs as well as internal coaching; transitioned function in-house and eliminated external consulting contract.
• Launched enterprise-wide Leadership Development Institute providing development for 1.5K+ leaders each quarter; managed all curriculum development, training, and event planning.
• Developed specialized training programs as needed; designed internal web portal for access to training/learning tools.

Charlotte, North Carolina

Managed HR operations and team supporting central Charlotte region with 8.5K+ employees, leading general HR functions, employee relations, grievance processes, and regulatory compliance efforts. Facilitated all HR team orientation, training, coaching, mentoring, and performance management.

Master Of Arts (Ma), Speech Communications

Bachelor Of Arts (Ba), Communications