Rhonda Joyner, Ms, Mba, Cpxp Email and Phone Number

Lead the planning, design, development, and deployment of patient-centered, employee supported experience improvement initiatives transforming over 600 health centers nationwide. Use quantitative and qualitative data to translate opportunities into transformational experiences for patients and employees. Incorporate race equity, inclusion, and health equity advancing efforts in strategic plans and process improvement initiatives. Define OKRs and actionable steps and communicate the data-driven strategic plan for experience improvements. Provide direct coaching and consulting support to facility and senior leadership. Monitor the effectiveness of interventions and iterate processes. Support the enhancement of a telehealth delivery model, develop guidance to improve staff and provider communication, and define best practices during patient interactions.

Analyzed and translated CAHPS data to identify trends and areas of improvement for acute facilities across the enterprise. Communicated results to senior leadership to drive strategic decision making and innovative problem solving. Led the planning, development, implementation, and evaluation of enterprise-wide patient experience and customer service models, projects, and programs. Standardized evidence-based clinical practices across the enterprise by developing education and tools to support service lines. Partnered with senior leaders and cross-functional teams to improve patient experience, quality, efficiency, and engagement outcomes by accomplishing activities in accordance with project milestones and timelines. Monitored and translated key performance indicators into actionable items; created dashboards and slide decks to communicate results. Designed, developed, and deployed innovative and interactive learning experiences for front-line staff, leadership, and providers. Validated effectiveness of interventions by conducting analyses to validate education and implementation effectiveness; creating dashboards and reports to communicate results. Facilitated educational and informational sessions with all levels of staff within the entire enterprise. Consulted and coached unit and service-line leaders to inspire patient-centered transformations to clinical practice. Supported the utilization of EHR and applications designed to improve patient outcomes and delivery of safe and coordinated care. Collaborated with vendors to effectively integrate technologies into work flows and automate processes.

Instructed Marketing and Business Education courses. Responsible for curriculum based lesson plan development and the facilitation of instruction. Utilized instructional technologies to facilitate learning. Supervised and assisted students with job placement and maintained relationships with local employers. Assisted with the development of the pilot school uniform internship program as part of the CMS High School Challenge School Improvement Plan. Certified New Teacher Mentor. DECA Faculty Advisor. Facilitator for distance learning lab.

Utilization of adult learning methodologies and e-learning development experience to assist with the Education and Communication Plan for the Clinical Documentation Optimization Project. Developed relationships with various entities within the CHS enterprise to collaborate and develop activities relevant to the project. Submited user-centered recommendations to ensure successful adoption and utilization of the EMR system.

Utilized adult learning methodologies to instruct Business, Management, and Marketing Web-enhanced Courses. Developed relevant course assignments and assessments tools to determine evidence of student learning and ensure that course outcomes and core competencies were addressed. Contributed to program improvements and curriculum development and revision. Utilization of technology, including the development of web enhanced courses utilizing BlackBoard. Provided advice and assistance to students; developed educational plans and course schedules. Developed partnerships with campus service departments and created course integrated activities.

Provided 2nd shift human resources and management support to the entire plant. Completed process documentation revisions and training to meet ISO 9000 requirements. Conducted accident/incident investigations. Resolved action items identified in Opinion Survey Feedback Sessions. Recruited and selected exempt and nonexempt employees. Facilitated Plant and Management Safety Committees and trained approximately 250 employees in safety related programs. Revised and developed hourly/salary handbooks and policy manuals. Assisted with benefit administration for hourly and salary employees. Participated in Office of Federal Contract Compliance Program audit and revised Affirmative Action Plans for two facilities.

Provided one-on-one consultation to current or prospective small business owners. Analyzed business operations and developed business strategies. Assisted in financial planning to include preparing business plans and loan packages for review.