Sylvia Kavouriou Email & Phone Number

• Provide high level project management coordination of program planning and assist in the implementation of programs to improve the patient experience. • Utilize knowledge of quality literature, theories of innovation and operational expertise to help improvement teams develop goals and strategies to achieve those goals.• Prepare grants and proposals to obtain funding for research.• Develop work plans and organize all team activities to achieve assigned contract goals.

Washington, District Of Columbia

• Department manager for training and service optimization; CUSP (Comprehensive Unit-based Safety Program) Facilitator for the ICU, Co-chair of PFAC (Patient & Family Advisory Council), Cipher Health app consultant, Compassionate Leader certification, Outlook, Word, PowerPoint, Excel, Adobe Acrobat Pro, WebEx, Zoom, Microsoft Teams; Organizational memberships: Beryl Institute, Press Ganey. Manage patient feedback, through formal survey processes, unit rounding, patient interviews, panel discussions and other sources.• Review patient experience data and provide in depth, proactive consultation, coaching and guidance to directors, managers, physicians and staff based on best practices.• Observe workflows in areas such as inpatient nursing units, ambulatory clinics, emergency department, and ancillary/support service departments, to assess for opportunities for improving patient experience and provide recommendations/coaching.• Assist leadership in the development of strategic action plans to improve performance. Provide project management support and uses LEAN management principles to plan, implement, evaluate and communicate progress.

Baltimore, Maryland Area

I oversaw the patient intake process for prospective international patients, effectively marketing relevant services to them and guiding the decision-making process regarding their stay with hospital. I was also responsible for coordinating major events, including Physician Appreciation and Dinners for International Patients, and organizing educational presentations for staff and physicians. Additionally, I designed and executed team-building activities, driving employee engagement and actively fostering a sense of inclusion and comradery among staff. Engineered an improved employee recognition program, implementing a peer-nominated service excellence award and increasing employee satisfaction by 27%. Improved conversion rate by 25% for international incoming patients through efforts to streamline the patient intake process as part of several operational task forces. Founded the Core Tenets of Patient Services department, cultivating a solid work ethic and fostering an environment among staff built on diligence, patience, and mutual respect.

As the Patient Experience Administrator, my job was to create an environment that emphasized service excellence and cultural competency training for physicians and staff. I designed various strategic marketing materials, including the international patient handbook and patient satisfaction survey, in order to optimize and streamline the customer intake process for relevant staff. I successfully organized complex visits for high-profile patients, creating educational materials outlining service standards for those occurrences and ensuring prompt attention to the needs and desires of patients during each interaction. Realized a 22% improvement in patient interaction through the implementation of an agile patient engagement system.

Johns Hopkins Medicine International

In this role, my priority was to establish and cultivate ongoing relationships with a targeted list of high-profile international patients and evaluate potential opportunities for business expansion in Greece and the United Kingdom. I also managed service excellence training for new staff, modeling CRM best practices in all interactions with patients, providers, and referral sources, and mentoring new team members to ensure productivity, accuracy, and friendly customer service.  Planned and organized four international symposiums, increasing European patient referrals by 45%.

Baltimore, Maryland Area

As a part time Greek language instructor, I was charged with the task of designing and implementing a creative, interactive Greek language-learning curriculum for 15 native English-speaking students. My role was to educate them on Greek language, culture, and history through a variety of innovative hands-on learning techniques including games and projects designed to enhance learning outcomes.

Rhodes, Greece

In this role I connected with current and potential customers on a daily basis, inquiring about their current needs and offering customized solutions to assist them in meeting their goals. I supervised a team of five (5) tellers, assisting them in addressing customer concerns including loan negotiations and lost or unsettled accounts. I successfully leveraged my bilingual abilities and more than 80 hours of marketing training to provide optimal customer service to all clients. Increased new savings accounts by 27% and commercial loans by 22% during tenure with company.

Master Of Business Administration - Mba

B.A, Business/Sociology