Sarah Ohlinger
Director of Patient & Customer Experience @Northwell Health
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WORK HISTORY
Director of Patient & Customer Experience @Northwell Health
Provides strategic direction and leadership to engage leaders, providers, and staff to create cultural transformation and behavioral alignment across the organization, contributing to the exceptional experience of our patients and customers• Implemented a training strategy to improve physician communication which resulted in a 12% increase in HCAHPS physician communication scores• Manage the volunteer program inclusive of over 100 active volunteers that support hospital programs and provide over $300K in labor savings• Recruited 40 volunteers YTD to help support the hospital (Emergency Department, Food & Nutrition, Reichert Family Caregiver Center Coaches, Pharmacy, Ambulatory Surgery Unit and Maternity)• Devised a volunteer feedback survey to obtain information to increase engagement and retention• Design and implement training programs to provide coaching and development opportunities to ensure staff are committed to support the delivery of patient-centered care• Develop, coordinate, and oversee initiatives for collecting, analyzing, and disseminating patient experience data to all hospital departments—both inpatient and outpatient—ensuring alignment with hospital-wide objectives and key results established by senior leadership.• Collaborated with leadership to create Accountable Care Councils to infuse a culture where the voices of staff, patients and families are at the center of our work, integrating workforce engagement and patient experience by listening and supporting staff, elevating the power of storytelling, furthering data literacy, deepening patient and family partnerships and using a lens of equity• Formed a Patient Experience Council inclusive of representation from all nursing and allied health departments to identify patient experience best practices and disseminate HCAHPS data and trainings.
EDUCATION
University of Rhode Island
Bachelor of Science (B.S.), Dietetics and Clinical Nutrition Services
Long Island University
Certificate of Advanced Studies, Dietetic Internship
Stony Brook University Graduate School
Master of Science (MS), Nutrition and Dietetics
ABOUT SARAH OHLINGER
Passionate, transformational healthcare leader with a strong background in food service management operations, hospitality and clinical nutrition. I am a Registered Dietitian who earned my Masters Degree in Nutrition from Stony Brook University. I’m an active member of the Academy of Nutrition and Dietetics. As Director of Patient & Customer experience, I support patient experience and cultural transformation efforts across the hospital and healthcare system. I focus on enhancing the care delivered to patients, improving operational efficiencies and driving workforce engagement to support a culture dedicated to patient and family centered care.
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