William E. Purcell Jr
Edinburg,PA
Summary
Dynamic healthcare leader with a strong focus on patient experience and operational efficiency. Currently directing Experience of Care at Bon Secours Mercy Health, leading initiatives across 12 hospitals and 2 free-standing EDs to enhance patient care. Proven track record in implementing system-wide strategies, improving nursing practices, and fostering interdepartmental collaboration. Experienced in enhancing physician communication, driving performance improvements, and presenting at leadership conferences. Committed to delivering exceptional patient experiences and optimizing healthcare operations.
Overview
4
4
years of professional experience
Work History
Director, Experience of Care
Bon Secours Mercy Health
03.2022 - Current
- Led patient experience initiatives across Youngstown, Lorain, and Toledo markets encompassing 13 acute care hospitals and 2 free-standing EDs
- Implemented system-wide strategies and behaviors to enhance patient care experiences
- Developed feedback models for new nurse leader academy
- Presented as a subject matter expert at system safety and reliability conference and at the Youngstown/Lorain Markets Leadership Development Institute
- Collaborated with facility leadership to drive performance improvements in patient care
- Served on system and facility experience of care committees, contributing to strategic initiatives
- Implemented systematic improvements in nursing departments:
- Conducted thorough assessments and validation processes to enhance experience of care and quality practices
- Collaborated closely with nursing leadership to drive best practices
- Applied care bundle approaches to optimize patient care
- Integrated quality and patient safety practices into daily nursing operations
- Enhanced operational efficiency and patient experience:
- Fostered interdepartmental collaboration to improve overall patient experience
- Streamlined rounding processes within food and nutrition departments to drive process improvements
- Advised HHS organizational leadership on enhancing care rounding practices and training to elevate patient experience
- Enhanced physician communication and collaboration:
- Improved physician communication through transparent data sharing and education
- Provided leadership coaching on effective rounding practices
- Worked collaboratively with market Chief Clinical Officers (CCOs) to enhance communication strategies
- Collaborated with volunteer services to develop process improvement rounds with premed students at local university
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Director, Volunteer and Community Services
UPMC Presbyterian and UPMC Shadyside Hospital
12.2020 - 03.2022
- Oversaw departments across two hospitals, ensuring compliance with regulatory standards
- Managed patient relations and ensured adherence to CMS reporting requirements
- Led service excellence initiatives, utilizing patient satisfaction data to enhance customer service
- Developed and managed departmental budgets for multiple programs and services
- Collaborated with HR to develop and implement service excellence training programs
- Coordinated community relations activities and represented hospitals in various community events
- Directed volunteer programs and services, integrating policies and procedures across campuses
- Oversaw community benefit program for the 2 largest hospitals in the UPMC system
- Provided oversight and direction as their internal business liaison to the UPMC Shadyside, and Hillman Cancer Center gift shop managers to promote efficient, profitable, and customer-centered management.
- Monitored and coordinated workflows to optimize resources.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Education
MBA - Healthcare and Leadership
Youngstown State University
Youngstown, OH12.2022
Master of Social Work -
Edinboro University of Pennsylvania
Edinboro, PA08.2019
Bachelor of Science - Social Work
Slippery Rock University
Slippery Rock, PA08.2013
Skills
- Strategic Planning
- Operations Management
- Staff Development
- Team Management
- Process Improvement
- Data-driven decision-making
Additional Information
- Certifications: , Licensed Social Worker (SW137085), Commonwealth of Pennsylvania Department of State (Expires 2/28/2025)
Timeline
Director, Experience of Care
Bon Secours Mercy Health
03.2022 - Current
Director, Volunteer and Community Services
UPMC Presbyterian and UPMC Shadyside Hospital
12.2020 - 03.2022
MBA - Healthcare and Leadership
Youngstown State University
Master of Social Work -
Edinboro University of Pennsylvania
Bachelor of Science - Social Work
Slippery Rock University
Similar Profiles
Lynice MurrayLynice Murray
Spec Patient Access/ Financial Counselor at Ensemble Health Partners/ Bon Secours Mercy HealthSpec Patient Access/ Financial Counselor at Ensemble Health Partners/ Bon Secours Mercy Health
Wendy Lynn NelkeWendy Lynn Nelke
Transitional Care Nurse at Bon Secours Mercy HealthTransitional Care Nurse at Bon Secours Mercy Health
Nathaniel LewisNathaniel Lewis
Protective Services Officer at Bon Secours Mercy HealthProtective Services Officer at Bon Secours Mercy Health
Emily RosarioEmily Rosario
Certified Surgical Technologist at Bon Secours Mercy HealthCertified Surgical Technologist at Bon Secours Mercy Health
Sylvia HinojosaSylvia Hinojosa
Medical Office Manager at STM Primary Care ClinicMedical Office Manager at STM Primary Care Clinic