Joy Zorsch Email & Phone Number

Springfield, Mo, Us

Springfield, Mo, Us

Missouri, United States

Springfield Mo

The highlight of this role has been leading the migration to a new patient experience platform for the CoxHealth System. The primary goal was to minimize transition stress by identifying needs and anticipating and proactively managing pain points. In collaboration with our vendor, custom onboarding was created to complement several levels of new user group access. Using internal and team feedback, compatible replacement reports were identified and built (650+) pre-migration to ensure no break in data flow. As the root administrator for our patient experience data portal, ongoing sources of job satisfaction include simplifying portal navigation for users, empowering colleagues to effectively use patient experience data, enhancing the patient experience by providing and analyzing performance tracking reports to support evidence based tactics to drive improvement, and creating custom patient experience report builds (frontline to C-Suite) to support a wide range of improvement efforts.

Springfield Mo

Standouts of this role include greatly expanded responsibilities and the opportunity to fulfill a wide range of support and reporting needs for performance improvement and service excellence: Interpret and analyze patient experience data. Support our internal patient experience consultant team including co-facilitating presentations. Build and standardize patient experience reports for the system – frontline to C-Suite. Collaborate and provide ongoing custom patient experience reports and presentations. Support survey success by providing email collection, bad address, and undeliverable reports. Provide ongoing patient rounding reports (Huron - MyRounding, Press Ganey - Point of Care). Manage user access for Point of Care rounding (Press Ganey) until vendor change. Assist with building a standardized Service Goal Library in Leader Evaluation Manager (LEM - Huron), then serve as LEM Coordinator (1+ year). Assist with quarterly event coordination for Leadership Development Institutes (LDIs) including all event materials and post event action items. Internal point of contact, then Root Administrator for patient experience vendor (Press Ganey). Provide onboarding and education (including 1:1 training) for portal users. Field all questions and concerns (including expectation management) regarding patient experience reports, customization, survey triggers, response rates, n sizes, etc. Lead transition to targeted surveys for multiple service lines. Facilitate 4-hour monthly Customer Service course, then collaboratively adapt it to an online version. Facilitate AIDET (Key Words at Key Times) classes.

Springfield Mo

Support Experience Excellence program at Cox South Manage patient experience vendor account – HealthStreamLiaison for consulting group - HuronCreate custom data reportsFacilitate transfer to new patient experience vendor (Press Ganey)Facilitate Customer Service and Communication courses

Springfield Mo

Master Of Science - Ms, Criminal Justice

Bachelor Of Arts - Ba, Criminology, Psychology, Biology

Criminal Justice