Alla Borsen

About Alla Borsen

I am a performance and results-driven Health Care professional with over 20 years of progressive leadership experience. I possess a successful track record in formulating strategies to achieve significant outcomes in patient experience and patient perception of quality care. Throughout my professional career, I build, train and manage high functioning teams in establishing and delivering a positive patient and guest experience as well as an efficient and effective organizational workplace and corporate culture. MY MISSION: Helping patients receive Compassionate, Safe, and Quality care they need and deserve.MY STRENGTHS INCLUDE: • Strategy development including integrating patient experience into the organization • Coaching of physicians and other key caregivers on communication skills• Patient Satisfaction Survey• Data analysis• Complaint/grievance management• Service recoveryMY SPECIALTIES:• Patient Experience • Patient-Centered Care • Service Excellence • HCAHPS • Value-based Purchasing • Coaching/Training • Strategic Planning • Leadership and Organizational Development • Performance Management • Culture Transformation • Complaint Resolution • Patient Advocacy • Joint Commission Standards • Event Management MY KEY ACCOMPLISHMENTS:• Improved HCAHPS Overall Hospital Rating by 15 points within one year • Successfully implemented Patient Satisfaction Surveys (Press Ganey and Picker) for Inpatient, Outpatient, Ambulatory and Emergency Department settings • Developed and implemented hospital grievance mechanism and reporting system • Developed and implemented hospital-wide service recovery program • Developed and implemented educational and training programs and resources designed to positively impact the patient and family experience• Designed and published weekly patient experience newsletter • Launched Office of Volunteer Services and recruited 90 volunteers within first nine months

Experience

1. Senior Director of Guest Experience

   ArchCare

   Jun 2016 — Present · New York, NY, US

   Provides strategic leadership and operational oversight to create great guest experiences with particular focus on sub-acute patient and family experiences. Serves as internal guest experience leader to identify patient requirements, develop and execute strategies to meet and exceed identified requirements and organizational needs. Works directly and collaboratively with guest experience leaders/ambassadors from all ArchCare programs to develop and implement Guest Experience plans based on the system strategic plan.Ensures the delivery of a high quality and compassionate guest experience is properly supported at all sites. Recognizes complex guest experience issues that impact teams, units, departments, and/or the organization. Implements best practices. Trains and orients all staff regarding guest experience expectations, principles, and protocols.Engages staff in guest experience activities to ensure involvement in both the decision process and the achieved outcomes.Regularly assesses progress on guest experience plans and achievement of agreed-upon performance measures and provides reports to leadership, staff and other key stakeholders

Education

• New York Medicine Jobs

  Certificate, Medical Interpreting and Training

  2002 — 2003

• Rutgers University/ArchCare

  Lean Six Sigma - Yellow Belt, Leadership Development

  2016 — 2016

• Saint Petersburg State University of Culture and Arts

  Master of Library Science, Library and Information Science

• The Beryl Institute

  Certificate in Patient Experience Leadership, Patient Experience

  2017 — 2018

• Saint Petersburg State University of Culture and Arts

  Bachelor of Science, Library Science

Skills

• Ehr
• Patient Rights
• Regulatory Requirements
• Healthcare
• Supervisory Skills
• Healthcare Industry
• Cultural Transformation
• Safety
• Staff Development
• Culture Change
• Community Outreach
• Service Excellence
• Healthcare Information Technology
• Employee Surveys
• Patient Advocacy
• Regulatory Guidelines
• Service Quality
• Transformational Leadership
• Strategic Planning
• Jcaho
• Public Speaking
• Leadership Development
• Healthcare Consulting
• Policy
• Physician Relations
• Medical Ethics
• Regulatory Standards
• Team Leadership
• Leadership
• Customer Service
• Management
• Program Development
• Team Building
• Fluent in Russian
• Values-Based Leadership
• Healthcare Management
• Performance Improvement
• Notary Public
• Hipaa
• Tjc