Shea Samani Smith Email & Phone Number

Denver, Colorado

Greater Denver Area

Centennial, Co

• Create strategic presentations and present to clinical and non-clinical leadership, physicians, and executives on the hospital’s patient experience performance in concentrated effort to educate and inform staff on patient feedback and provide solutions to drive exceptional service outcomes for patients and families. • Analyze patient experience (PX) data to identify staff behavior trends and process improvement opportunities, and provide insight to hospital leadership and staff.• Identify opportunities for PX reporting enhancements and create proposals for the Director of Patient Experience and Service Excellence to review and submit to Centura Health corporate for approval. • Assist in the development of the annual associate performance patient experience metrics for all hospital departments and leaders using statistical analysis. • Prepare and present PX metrics to dept. managers and directors to review performance goal progress, identify improvement opportunities, share best practice solutions, and celebrate team successes for optimum associate goal engagement and to exceed their annual goals. • Supervise the patient ambassador volunteer team and developed a robust process volunteer rounding structure in the collection and follow up of patient and family feedback to to drive service excellence improvement. • Partner with associates across all hospital departments to develop and implement key tactics that enhance the service delivery of care to patients and families that is in alignment with the hospital’s mission, values, and culture of ownership. • Train all hospital staff, leadership, and physicians on the Press Ganey PX Improvement Portal and educate staff on the survey data that is relevant to their respective department on an ongoing basis. • Prepare presentations and present to internal hospital teams including associates, physicians, leadership, and volunteers where there will be an audience of anywhere from 3-50 people on a weekly basis.

Lincoln, Nebraska Area

• Served as a trusted advisor to seven health systems in the United States on how to improve the patient experience. • Managed and retained 4 million dollars in client revenue as a project lead for an internal team of 10 associates.• Oversaw client projects across the patient continuum of care including patient experience, provider and employee engagement, point of care and post discharge calls.• Educated health system executives, managers and front-line staff on CMS HCAHPS concepts, Value-Based Purchasing comparative reporting measures and provide strategic recommendations to improve the patient experience. • Interpreted and presented statistical survey results on-site to hospital senior leadership, provide quarterly improvement strategies, educate staff on goal setting, tracking, and evaluation.• Increased client contract value by 223% in 2012 by establishing strong client rapport, learning client needs and identifying solutions.• Facilitated strategic goal setting and improvement plan strategies with hospital leadership teams to meet health system’s annual patient experience objectives.• Presented at hospital statewide networking conferences on Value-Based Purchasing concepts and improvement strategies. • Member of the NRC Medical Group Task Force Committee to share client feedback and provide strategic insight on product development ideas in effort to meet client CGCAHPS measurement project needs.

Lincoln, Nebraska

• Managed a four-state territory to sell improvement resources to help hospital’s meet patient experience improvement objectives.• Developed a sales strategy for each prospect and/or client to identify cross-selling and/or up-selling opportunities. • Increased activities and sales potential through tracked activity. Exceeded “excellent” level of activity.• Produced external marketing communication materials to increase NRC’s brand awareness to hospital administration.• Presented solutions to solve internal barriers in delivering quality care to hospital administration. • Organized and effectively managed multiple projects and deadlines to establish rapport, develop new business and meet revenue goals. • Scheduled trips, develop itineraries and prioritize calls to ensure maximum of use of time while controlling travel costs. • Proficient in all NRC Picker software and deliverables. Webinars and on-site presentations of value presentation and deliverable (Catalyst).

- Volunteered as a marketing coordinator to assist in written communication projects across the seven-hospital system.- Assisted in the development of the Bryan's first inaugural magazine issue, "Journeys."- Worked in collaboration with physicians, staff and marketing team to write and publish news features to inform the greater area of Lincoln on the system's services and to increase hospital patient activity. - Revised the Acute Rehabilitation Unit’s patient guide and assisted the graphic designer to create a consistent brand image and provide patients with a concise educational reference manual.- Implemented strategic ideas to promote the Volunteer Department specifically targeting students in the local communities to volunteer at the hospital.

Las Vegas, Nv

A system of four hospitals Southern Hills Hospital:- Created flyers promoting Southern Hill’s social media sites to increase fan membership and create awareness about convenient mediums available for people to access health information - Promoted the Think Pink Breast Cancer Awareness Event which included extended media coverage and was attended by 100 people - Researched local school programs and summarized contact information in a written report to effectively reach two different target audiences to promote the volunteer program at the hospital MountainView Hospital:- Acted as the assistant copywriter and photographer for the weekly internal newsletter and brochures- Designed informational flyers promoting some of the hospital service lines including: Orthopedics, Bariatrics and Women’s services- Communicated with hospital coordinators to update the online class descriptions and uploaded them onto MountainView’s Web siteSunrise Medical Center:- Managed the online content for the Sunrise Health System on Yellowpages.com to increase the annual number of total clicks of people exposed to the Web site- Developed all marketing materials to promote the Health-To-You (H2U) Fall Festival Event and marketed to various target audiences - Advised administrative meetings to evaluate and analyze the results of mediums used to promote the hospital in the past six months

Lincoln, Nebraska

- Acted as the executive media planner to produce media buys and implement the reach and frequency objectives and percentages with a $40 milllion budget- Collaborated with the NSAC team in developing the creative strategy for the State Farm campaign- Configured the reach and frequency objectives and percentages for the media buy- Awarded 4th place in the Nation out of 150 schools that participated in the competition for creating an effective campaign

Chicago, Il

- Assisted PR director in coordinating and publicizing fashion in-store events to promote designer lines and increase brand loyalty - Supported and guided the visual team on 2008 Epicure and Christmas store displays to increase consumer traffic and merchandise purchase metrics- Communicated with buyers and vendor representatives to coordinate private events for loyal customers - Presented select Christmas merchandise and promoted the department to employees, the executive administration and clients