Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bridgid Burns

Comstock Park

Summary

Dynamic Patient Relations Specialist with a proven track record at Corewell Health, excelling in conflict resolution and patient advocacy. Expert in analyzing patient feedback to enhance satisfaction and ensure regulatory compliance. Recognized for fostering open communication and delivering exceptional customer service, driving positive outcomes in high-pressure environments.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Patient Relations Specialist

Corewell Health
Grand Rapids
07.2015 - Current
  • Collaborated with physicians and other healthcare professionals on how best to address patient concerns or complaints.
  • Worked closely with hospital administrators to ensure compliance with applicable laws and regulations related to patient rights.
  • Resolved conflicts between patients, families, and healthcare providers in a timely manner.
  • Analyzed trends in customer feedback to develop strategies for improved patient satisfaction levels.
  • Assisted in creating an atmosphere conducive to open dialogue between patients and healthcare providers.
  • Responded to patient concerns and inquiries professionally and efficiently.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Compiled information from patients and caregivers or family members to identify care concerns.

Nurse Manager

Spectrum Health Blodgett Hospital
East Grand Rapids
07.2006 - 07.2015
  • Assumes 24-hour accountability for managing, supervising, and coordinating the operational and financial effectiveness and efficiency of a 22-bed unit within Spectrum Health Blodgett Campus.
  • Developed policies, procedures, and processes in coordination with other leaders to ensure the highest quality services are provided at all times to all customers.
  • Assured presence of a supportive and healthy work environment that promoted retention and embraced diversity.
  • Coordinate staffing schedules, support staff development through coaching and mentoring, and performance evaluations.
  • Key responsibilities include assisting with the following: unit-based goal setting, program development, fiscal management, resource allocation, standards of care, ERS review and investigations, unit and organizational audits, and recruitment and hiring of nursing staff.

Hospital Supervisor

Spectrum Health Blodgett Hospital
East Grand Rapids
06.1995 - 07.2006
  • Acted as a coordinator of clinical services within the hospital. Communicated with patients, families, and the public in order to promote positive relations, diffuse problems, and address patient/family concerns and issues, as needed.
  • Supervised Resource Center employees, and provided supervision and leadership of hospital staff in collaboration with the unit/department-level leaders.
  • Facilitated positive change, quality care, and appropriate use of resources in a cost-effective and efficient manner.
  • Provided clinical support and leadership for high-risk patients, or unusual situations.
  • Facilitate patient bed management, including direct admits according to guidelines.

Registered Nurse-Cardiovascular Unit

Blodgett Memorial Medical Center
East Grand Rapids
12.1991 - 06.1995
  • Responsible and accountable for the overall nursing care management of an assigned group of patients.
  • Collaborated with the nurse manager and other members of the health care team to achieve optimal patient outcomes.
  • Used critical thinking and clinical judgment skills to assess and treat the patient's responses to actual or potential health conditions.
  • Assessed, monitored, detected, planned, and took appropriate action to prevent potential physiological complications associated with specific health problems and/or medical treatment.
  • Role models professional practice and assist others in the interpretation and implementation of standards, policies, and procedures.

Education

Bachelor of Science - Nursing

Nazareth College
Kalamazoo, MI
12-1991

Bachelor of Arts -

Nazareth College
Kalamazoo, MI
12-1991

Skills

  • Conflict resolution
  • Patient advocacy
  • Regulatory compliance
  • Customer service
  • Data analysis
  • Patient feedback analysis
  • Problem solving
  • Interpersonal skills
  • Multitasking and organization
  • Strong empathy

Certification

  • Institute for Healthcare Improvement (IHI) Open School Basic Certificate in Quality and Safety

Timeline

Patient Relations Specialist

Corewell Health
07.2015 - Current

Nurse Manager

Spectrum Health Blodgett Hospital
07.2006 - 07.2015

Hospital Supervisor

Spectrum Health Blodgett Hospital
06.1995 - 07.2006

Registered Nurse-Cardiovascular Unit

Blodgett Memorial Medical Center
12.1991 - 06.1995

Bachelor of Science - Nursing

Nazareth College

Bachelor of Arts -

Nazareth College

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