Sarah Cullina Peters Email & Phone Number

Chicago

Chicago, Illinois, United States

Collaborate with field leadership to enhance reporting dashboards and provide valuable insights to teams for improvement, including first-call resolution for call center, better processes for referral coordinators, and helping define expectations for centralized support teams. Meet with field leadership daily to review their times for responding to calls as well as center wait times, discussing strategies for improvement as needed. Provide ongoing initiative training, in addition to reporting and insights training for leaders. • Enhanced patient communication through implementation of Voice of the Customer technology, including robust text analytics to identify opportunities for improvement and generate follow-up alerts.• Boosted patient satisfaction 4% in 12 months by using feedback gathered from first-ever organization-wide patient-experience survey to completely overhaul process for responding to calls in call center and doctor offices.• Reduced in-center wait times with creation of first-ever timeliness dashboard to provide center leaders with insight on various milestones and KPIs.• Maintained end-of-day resolution at 80% or higher via collaboration with key partners.

Greater Chicago Area

Established and maintained relationships with key contacts. Analyzed clients’ performance with the goal of improving patient outcomes through developing actionable recommendations and providing guidance for implementing solutions. Conducted virtual and in-person workshops and trainings for clients.• Increased patient satisfaction scores an average of 4% annually by leveraging Press Ganey's knowledgebase to share trends, key drivers, and top performers’ best practices in patient-experience initiatives.

Oak Park, Illinois, United States

Supported more than 5,000 employees across 20+ units to create positive patient interactions. Trained teams how to use Press Ganey platform to track various metrics, including patient care, finances, and scheduling. Gathered and reported monthly patient-satisfaction reports at leadership service council meetings. Established patient-experience dashboard for leaders to track progress and make comparative analysis across teams.• Increased metrics across key result areas (KRAs) for quality, safety, and service by compiling performance reports and recommending process improvements.• Delivered 6% improvement in patient experience across children’s hospital and created better communication channels for clinical and ancillary services to work together via establishing 2-site monthly patient-experience meeting that brought together managers from all units and ancillary services to review patient feedback and discuss action plans for improvement.

Oak Park, Illinois, United States

Supported 3 executive directors with scheduling, calendars, and communication management. Managed expense reports, created agendas, compiled meeting notes, and coordinated office inventory. Supported creation of 2-site patient advisory council that brought together parents of former patients and hospital staff to develop projects to improve patient and family experience. Coordinated annual patient-appreciation picnic with 2,500 guests, from venue and vendor selection to day-of activities.• Enabled more patients to be seen through creation of 8-bed overflow wing for children’s emergency department, establishing financial processes and procedures as well as inventory logistics.• Maintained continuity of care by coordinating all aspects of relocating more than 80 employees to alternative location following flood.

Oak Park, Illinois, United States

Organized and archived written documentation including setting up offsite storage with Iron Mountain and creating onsite filing system to maintain regulatory compliance. Used Microsoft Office, Care Connection, Lawson, and Guy Brown.• Successfully managed staff shortages via creation of mass-communication system for unit.

Chicago Il

· Managed the CEO's complex and frequently changing travel arrangements and coordinated the pre-planning of trips.· Conducted research to prepare, gather and proof briefing materials, agendas and decks for all executive-level meetings.· Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.· Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff development forum and client conference.

Master Of Healthcare Administration - Mha, Healthcare Administratoin

Bachelor Of Science - Bs, Social Work