Gerardo de Leon
- Role
- Director, Patient Experience at Parkland Health
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Gerardo de Leon
More than 27 years of customer service experience, patient experience, workforce and…
Experience
Director, Patient Experience
Sep 2023 — Present
Director of Patient Experience at Parkland Health centers on providing oversight and leadership in planning, developing, implementing, monitoring, and directing Service Excellence initiatives at Parkland Health. My role is propelled and supported by my collaboration with the Chief Experience Officer, Office of Talent Management, and other operational leaders. The primary scope is the Patient Experience role is responsible for developing long-term strategies and facilitating mindsets and tactics to continuously cultivate a culture of Service Excellence that enhances Parkland’s mission and helps deliver on our promise of providing a superior care experience for every patient, every visit, and every interaction. Reporting to the VP & Chief Experience Officer, this role will also work with the Health Systems Research department to disaggregate patient experience data and feedback from patient encounters along with other facets of our business to drive better care experiences and health outcomes. Responsibilities 1. Serves as a subject matter expert and consults with internal clients to enhance, standardize, and hardwire a culture of Service Excellence. Supports the CXO in formulating the strategic vision and presents tactical recommendations for improving the patient experience. Plans, develops, introduces, implements, monitors, and evaluates Service Excellence initiatives designed to improve the overall experience of care and liaises with other leaders and operational areas to ensure integration at all levels of the organization. Develops, reviews, and implements strategic and operational plans for patient experience, creating a unique experience that will be a differentiator in the industry and drive future growth. Utilizes and analyzes patient survey information to track and monitor patient experience metrics (HCAHPS, CAHPS, etc.) and identify opportunities for increased success.
Education
Center for Advanced Legal Studies
Certificate , Legal Assistant/Paralegal
2004 — 2005
University of Phoenix
MHA, Healthcare Administration
2005 — 2007
The University of Texas at San Antonio
BA, Psychology
2001 — 2003
Christ for the Nations
AA, theology
1989 — 1991
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