Amanda Hang
New Baltimore,MI
Summary
Experienced and enthusiastic Healthcare Professional with a track record of success across a wide range of industries. Possesses exceptional interpersonal problem-solving skills with an excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.
Overview
9
9
years of professional experience
Work History
Consumer Experience Consultant
Health Alliance Plan
08.2022 - Current
- Streamlined business processes for increased efficiency and reduced operational costs by integrating customer-centric thinking into project designs and implementation.
- Used Voice of the Customer data with support of visuals to develop a narrative, putting information into context that tells a story of actions to take and why it matters.
- Identified member growth and retention opportunities and developed strategic plans to drive revenue generation.
- Implemented innovative solutions to address complex business challenges, resulting in improved performance.
- Provided expert guidance on best practices, leading to improved organizational effectiveness and employee engagement.
- Led workshops focused on identifying areas for improvement within the organization's current operations or structure.
Senior Customer Experience Analyst
Health Alliance Plan
07.2021 - 08.2022
- Streamlined communication processes for improved customer experiences and increased overall satisfaction.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Collaborated with cross-functional teams to address systemic issues impacting the customer experience.
- Reduced response time to customer inquiries by implementing efficient workflow processes.
- Provided comprehensive reporting on key customer experience indicators for management review and action planning.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
Patient Experience Specialist & MyChart Adoption Lead
Trinity Health Oakland Hospital
01.2019 - 07.2021
- Analyzed data related to patient satisfaction surveys, identifying trends and opportunities for improvement in various aspects of care delivery within the organization.
- Collaborated with interdisciplinary teams to optimize patient care plans, leading to better outcomes.
- Implemented feedback collection tools to gather valuable insights from patients, driving continuous improvement efforts.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Initiated programs to improve cultural sensitivity among staff members, resulting in an inclusive environment for all patients regardless of their background or beliefs.
Quality Assurance Specialist
Hearthside Food Solutions
08.2015 - 12.2018
- Improved product quality by implementing rigorous testing procedures and identifying areas for improvement.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Reduced costs associated with rework by improving inspection processes throughout the entire production line.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
Maternal Infant Health Program Intern
Cherry Health
01.2018 - 06.2018
- Assisted the Program Manager in enhancing patient satisfaction for the Maternal Infant Health Program through performance analysis and providing recommendations for high-touch opportunities.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Assisted in the design process for promotional materials which contributed to raising brand awareness among target audiences.
- Collaborated effectively with team members across departments, fostering a cohesive work environment conducive to accomplishing shared objectives.
Education
Certified Customer Experience Professional (CCXP) -
Customer Experience Professionals Association
05.2024
Lean Healthcare & Six Sigma Green Belt Certificate -
University of Michigan
Ann Arbor, MI06.2021
Master of Health Administration -
Grand Valley State University
Allendale, MI12.2018
Bachelor of Science, Biology -
Ferris State University
Big Rapids, MI12.2013
Skills
- Customer Empathy
- Customer Journey Mapping
- Design thinking
- Root Cause Analysis
- Workshop Facilitation
- Visual storytelling
- Project Management
- Adaptability and Flexibility
- Coaching and Mentoring
- Cross-Functional Collaboration
Websites
Languages
Hmong
Native or Bilingual
English
Native or Bilingual
Timeline
Consumer Experience Consultant
Health Alliance Plan
08.2022 - Current
Senior Customer Experience Analyst
Health Alliance Plan
07.2021 - 08.2022
Patient Experience Specialist & MyChart Adoption Lead
Trinity Health Oakland Hospital
01.2019 - 07.2021
Maternal Infant Health Program Intern
Cherry Health
01.2018 - 06.2018
Quality Assurance Specialist
Hearthside Food Solutions
08.2015 - 12.2018
Certified Customer Experience Professional (CCXP) -
Customer Experience Professionals Association
Lean Healthcare & Six Sigma Green Belt Certificate -
University of Michigan
Master of Health Administration -
Grand Valley State University
Bachelor of Science, Biology -
Ferris State University
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