BHARGAVI SHASTRI
Edison
Summary
Compassionate and dedicated patient advocate that promotes patient-family centered care practices within the acute and outpatient setting. Proven ability to establish and maintain excellent communication and relationships with patients. Dedicated to identifying patient needs and delivering effective solutions to concerns. Adept in communicating effectively with the interdisciplinary and leadership team to enhance patient care and lead to the highest level of care and patient experience.
Overview
4
4
years of professional experience
Work History
Patient Experience Advisor
HMH JFK University Medical Center
12.2023 - Current
- Managed patient grievances by documenting formal complaints in OneLink and drafting resolution letters to ensure timely and effective resolution.
- Partnered with hospital quality and safety team, Risk Management, and executive leadership to address patient concerns and identify opportunities for improvement.
- Provided strength-based coaching to hospital staff on service recovery strategies, including AIDET, CARE, and LEARN frameworks, to enhance HCAHPS scores and patient satisfaction.
- Conducted family meetings and resolved billing disputes to address patient and family concerns with empathy and professionalism.
- Facilitated performance improvement discussions with unit leadership, collaborating to implement real-time service recovery strategies for negative patient interactions.
- Trained and mentored new team members on best practices and policies, ensuring consistency across the team in delivering high-quality service standards.
- Developed strong relationships with patients, fostering trust and loyalty in the healthcare facility.
Patient Experience Ambassador
HMH JFK University Medical Center
06.2022 - 12.2023
- Serve as a patient experience ambassador for patients and their families, ensuring their needs and their concerns are addressed promptly and effectively
- Address and resolve patient concerns, complaints, and conflicts in an effective and empathetic manner
- Provide strength base coaching to team members and providers with a focus on key patient experience drivers
- Proactively round on patients, document feedback, and collaborate with department leadership to address patient needs and trends within inpatient units, rehab units and outpatient's departments
Guest Ambassador
HMH JFK University Medical Center
07.2021 - 06.2022
- Greet and assist patients, visitors, and guests, providing information about hospital services, directions, and support in a courteous and professional manner
- Adhere to hospital policies and procedures, including maintaining confidentiality, ensuring compliance with safety regulations, and taking appropriate measures in situations
Medical Assistant
Axia Women's Health
07.2021 - 05.2022
- Perform clinical duties such as taking patient medical histories, recording vital signs, and assisting physicians during examinations
- Conduct basic laboratory tests, NSTs, and phlebotomy as needed
- Prepare treatment rooms for patient examinations and procedures
- Shadowed following clinicians: Physicians, Nurses, Physician Assistant & Nurse Practitioner
Education
Master of Public Administration (M.P.A) - Non-profit Management
Rutgers University
Newark, NJ05-2025
Bachelor of Science - Health Professions in Biology
Kean University
Union, NJ05.2021
High School Diploma -
John P. Stevens High School
Edison, NJ07-2017
Skills
- Strength Based Coaching
- Communication Skills
- Critical thinking and problem solving
- Multi-Lingual
- Leadership Skills
- Active listening
- EPIC software proficiency
Accomplishments
- President, American Cancer Society, Union, NJ
- Vice President, Biology Club, Hosted a Biology Health Conference, Union, NJ
- Secretary, Chemistry Club, Union, NJ
- Director of Public Relations, Voices of Kean Club, Union, NJ
- Member, National Society of Collegiate Scholars, Union, NJ
Timeline
Patient Experience Advisor
HMH JFK University Medical Center
12.2023 - Current
Patient Experience Ambassador
HMH JFK University Medical Center
06.2022 - 12.2023
Guest Ambassador
HMH JFK University Medical Center
07.2021 - 06.2022
Medical Assistant
Axia Women's Health
07.2021 - 05.2022
Master of Public Administration (M.P.A) - Non-profit Management
Rutgers University
Bachelor of Science - Health Professions in Biology
Kean University
High School Diploma -
John P. Stevens High School
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