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Angela Lanzi M.
Instructional Designer Consultant @w3r Consulting
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WORK HISTORY
Instructional Designer Consultant @w3r Consulting
Develop educational materials and facilitate training sessions to educate physicians and other clinical and administrative employees in the philosophy and techniques of patient experience improvement. • Develop and implement educational programs to improve Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey scores as a measurable indicator of Medicare Advantage member experience.• Utilize fundamental performance improvement concepts and methodologies, such as process/value stream mapping, journey mapping, brainstorming, group decision-making techniques, root cause analysis, data collection and analysis, measurement strategies, and implementation planning.• Investigates, reviews, recommends, communicates, and implements solutions which identify problems/root cause of issues.• Analyze provider office metrics, available CAHPS and member/patient survey data, and research on patient experience related to CAHPS metrics to understand patient experience gaps.• Develop strategy and initiatives/programs to work with physician organizations and provider offices that support excellence in patient care.• Independently facilitate provider office team and one-on-one training sessions and meetings to engage clinical and administrative staff and physicians in provider offices.• Represent BCBSM in the community and industry, engaging external stakeholders in patient experience improvement programs.• Independently develops reports, documents, and/or other materials that can be distributed internally and externally using various methods (emails, meetings, presentations, etc.).
EDUCATION
Cleary University
Bachelor of Business Administration - BBA, Health/Health Care Administration/Management
Western Governors University
Master of Education - MEd, Learning and Technology
ABOUT ANGELA LANZI M.
Having over 16 years of experience in the world of adult learning and development, I have acquired many skills. My truest passion lies in aligning business needs with the human side of L&D. My methods are based on research and science, with a priority on meaningful outcomes. Due to my expertise in learning theory, I am the one they call when advanced learning is needed. My skill set is far beyond developing content. My niche is leveling up, taking the learners to higher levels of cognitive complexity. Upskilling advanced learners. I also love solving learning gaps that fall in gray areas: skills without clearly defined processes. I lead global L&D initiatives, planning and implementing creative solutions to support both the learners and organizational needs. I nurture the collaborative partnerships I build in the process, gaining trust and buy-in with those I work with. I\'ve worked in many sectors and industries, finding success and joy at every step. My secret? Be humble enough to learn from mistakes. I stay curious and always work to grow my skill set. I remain empathetic to understand my business partners. I keep my brain agile to explore creative solutions and adjust as needed. And always a positive demeanor; I believe in the power of a smile.
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