Elena G.

Patient Experience Manager @El Camino Health

Mountain View, CA, US

Provide strategic direction, planning and oversight for the patient experience programs and alignment of the organization\'s progression to a patient and family-centered culture. Focus on development, implementation and/or oversight of special programs designed to enhance patient/staff and customer satisfaction.• Manage Patient Experience Representative Team, ensuring regulatory compliance (Joint Commission, CMS) and follow through on issue resolution to promote the highest quality of care and service excellence.• Customize build El Camino Health’s feedback software program to meet hospital needs, including Magnet required reporting and documentation. • Develop training material and coaching for all hospital leaders on the new iSafe RL solutions feedback management tool. • Collaborate with Patient Quality and Safety Team, Risk Department and other multidisciplinary groups for root cause analysis and investigation on patient grievances. • Committee Member responsible for development and deployment of enterprise wide standards and behaviors program, WeCare. • Agile project management across different service areas and multi-disciplinary groups using real time feedback, patient survey data and patient family voice in improvement efforts working towards organizational goals. • Utilize Scrum as framework for increased transparency, accountability and trust across our multiple service area A3 improvement teams.• Represent patient and family voice in our digital health strategy product management groups, including co-chair of the Patient Services and Television System Committee (Get Well Network). • Produce patient facing communication material, including not limited to Cures Act impact to patient portal, television system material, visitor guideline and updates.

California State University - East Bay

Bachelor of Science - BS

California State University-East Bay

MPA