Microsoft Office Suite
Andrea Henriksen
Manager, Patient Experience And Volunteer Services
Byram,NJ
Summary
Talented Manager with proven leadership skills. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude. Proficient in best practices, market trends and regulatory requirements of industry operations. Dedicated to applying training, monitoring and engagement abilities to boost performance. Experienced in operational improvement with a result-driven approach to business planning and day-to-day problem-solving.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Manager, Patient Experience and Volunteer Services
Atlantic Health System
Newton, NJ
07.2020 - Current
- Develop and drive strategies using data analysis to improve customer satisfaction in order to attain maximum financial reimbursement; measure success of strategies and initiatives in meeting objectives; allocate appropriate resources needed to attain goals; cultivate a culture of service excellence and employee engagement through reward and recognition programs; manage projects and ensure alignment with overall organizational strategic goals; build and maintain collaborative relationships with key stakeholders, consumers, and management teams; manage team of direct reports and volunteers to include onboarding, training, and performance evaluations.
Assistant Manager, Patient Experience
Atlantic Health System
Newton, NJ
12.2016 - 06.2020
- data analysis of patient experience scores; support strategies and initiatives to improve scores and sustain efforts; supporting staff through reward and recognition programs; oversee training programs for clinical and non-clinical staff; present strategic plan to key stakeholders; supervise direct reports and volunteers; project management of multiple programs and applications.
Patient Liaison
Atlantic Health System
Newton, NJ
04.2015 - 11.2016
- Daily patient rounds to ensure optimal patient experience; liaison between patients, physicians and staff members; facilitate communication among team; support patient experience initiatives hospital-wide; analyze and interpret HCAHPS and Press Ganey data; assist in mediating conflict.
Phlebotomist, Lab Specimen Processing
Atlantic Health System
Newton, NJ
09.2013 - 03.2015
- Performing venipunture and capillary procedures; specimen collection, handling and storage; data entry and knowledge of medical software programs; providing patient care and optimal patient experience; troubleshooting.
Intern/Fund Development
Women Against Abuse, Inc
Philadelphia, PA
06.2010 - 01.2011
- Managing donor database; organizing and planning events including the iPledge Campaign/press conference and Dish It Up; grant research and proposal writing; drafting and sending organizational materials internally and externally; writing sections of the WAA website and board biographies; managing social media outlets.
Education
Certified Patient Experience Professional Prep Course -
Beryl Institute
10.2020 - 12.2020
MBA - Business Administration And Management
Caldwell University
Caldwell, NJ 08.2019 - Current
NHA Certified Phlebotomy Technician - undefined
Sussex County Community College
Bachelor of Arts - Communications
Temple University
Philadelphia, PA 08.2007 - 01.2011
Bachelor of Arts - Political Science And Government
Temple University
Philadelphia, PA 08.2007 - 01.2011
Certified Patient Experience Professional (CPXP)
Patient Experience Institute
04.2021 - 04.2021
Skills
Project Management
Data Analysis
Communication
Process Improvement
Customer Service
Employee Engagement
Software
Vsys
Press Ganey
Timeline
Certified Patient Experience Professional (CPXP)
Patient Experience Institute
04.2021 - 04.2021
Certified Patient Experience Professional Prep Course -
Beryl Institute
10.2020 - 12.2020
Manager, Patient Experience and Volunteer Services
Atlantic Health System
07.2020 - Current
MBA - Business Administration And Management
Caldwell University
08.2019 - Current
Assistant Manager, Patient Experience
Atlantic Health System
12.2016 - 06.2020
Patient Liaison
Atlantic Health System
04.2015 - 11.2016
Phlebotomist, Lab Specimen Processing
Atlantic Health System
09.2013 - 03.2015
Intern/Fund Development
Women Against Abuse, Inc
06.2010 - 01.2011
Bachelor of Arts - Communications
Temple University
08.2007 - 01.2011
Bachelor of Arts - Political Science And Government
Temple University
08.2007 - 01.2011
NHA Certified Phlebotomy Technician - undefined
Sussex County Community College