Colin Rice

About Colin Rice

A highly accomplished and enterprising leader with expertise in customer service, operations, financial services, and sales and marketing. Ensures a company’s success and positive image by setting a wide variety of benchmarks for customer satisfaction, financial performance, and operational efficiency. Skillfully leverages personnel and resources to realize continuous improvements.I have organized and facilitated numerous meetings, events, and training sessions throughout my career; from Hospital Board meetings, training classes/videos to regional team building events for Marriott Hotels. I have developed a set of unique skills that could assist any organization in becoming more efficient, effective, and customer focused. One of my strengths is the recruitment, development, and retention of the teams. At the Albuquerque Marriott due to my evaluation and recruitment of the management team, restructuring of departments, and implementation of new procedures the hotel achieved their highest ever customer service scores. As result we were also able to achieve outstanding results is sales, profit, and employee satisfaction.At the San Diego Marriott I developed a brand new way to service guest rooms that resulted in significant increases in customer service scores, and was then incorporated as a Brand Standard within Marriott. During this time of change which can lead to potential issues I was also able to achieve a 15 point increase in our Associate Opinion Survey year over year. As a General Manager I was intricately involved in all aspects of the operation, and responsible for developing the overall strategy and goals to ensure all the key stakeholders are successful; the Associates, Customers, and Investors. My experience has given me great insight in how to create cohesive teams, influence people, and develop clear strategies that I have communicated effectively to all these key stakeholders.

Experience

1. Director of Patient Experience & Service Optimization

   Mass General Brigham

   Feb 2024 — Present · Boston, MA, US

Education

• Villanova University

  Six Sigma Green Belt Healthcare

  2012 — 2012

• Villanova University

  Lean Six Sigma

  2012

• Cardiff University / Prifysgol Caerdydd

  Bsc in Hotel, Catering & Institutional Management, Hotel/Motel Administration/Management

  1985 — 1988

• Villanova University

  Six Sigma (Healthcare)

  2012 — 2013

• Villanova University

  Lean Six Sigma

  2012 — 2013

Skills

• Patient Safety
• Project Planning
• Managed Care
• Strategy
• Customer Service
• Clinical Research
• Ehr
• Leadership
• Performance Improvement
• Jcaho
• Healthcare Management
• Case Managment
• Microsoft Office
• Sales
• Medicaid
• Event Planning
• Acute Care
• Budgets
• Case Management
• Staff Development
• Healthcare
• Team Leadership
• Hospitals
• Human Resources
• Event Management
• Healthcare Information Technology
• Account Management
• Revenue Cycle
• Quality Improvement
• Team Building
• Management
• Consulting
• Meditech
• Elder Care
• Process Improvement
• Medical Terminology
• Customer Satisfaction
• Training
• Nursing
• Employee Relations