Catherine Charvat
Wheaton,IL
Summary
Strategic healthcare experience leader with 12 years of experience in Voice of the Customer (VoC) programs and patient experience strategy. Known for turning qualitative and quantitative feedback into clear, actionable insights that improve satisfaction and drive measurable results. Experienced in Medallia and survey platform governance, executive reporting, and leader enablement. Strong project manager and cross-functional partner who helps organizations translate feedback into meaningful change.
Overview
12
12
years of professional experience
Work History
Program Manager, Patient Experience
Northwestern Medicine
Chicago, IL
12.2018 - 07.2025
- Operationalized customer feedback across a large healthcare organization, partnering with operations and leadership to drive experience improvements at scale.
- Improved Net Promoter Score (NPS) from 80.6 to 87.8 in under a year by establishing a cross-functional workgroup that enabled leaders to collaborate, share best practices, and drive experience improvements.
- Developed and presented insights to executive leadership and physicians, translating them into concise, actionable performance summaries (i.e., Net Promoter Score updates, steering committee presentations, annual performance assessments).
- Created and implemented a closed-loop feedback response template for low-scoring surveys without comments, driving subsequent survey scores for 80% of patients.
- Oversaw the development and execution of a quarterly recognition program for physicians and staff, improving team engagement and clinic survey scores.
- Planned and led leader engagement action planning sessions that focused on best practices to improve employee engagement survey scores, resulting in a 10-point increase in Likelihood to Recommend (LTR) on the next survey.
- Collaborated with physician leaders on a patient experience pilot, supporting physician observations during patient rounds, and provided structured feedback on strengths and opportunities.
Consultant, Patient Experience
Northwestern Medicine
Chicago, IL
11.2015 - 12.2018
- Project lead for third-party patient focus groups, defined structure and content around low-scoring survey items (i.e., doctor communication). Coordinated recruitment logistics and executive participation, and packaged findings into actionable improvement efforts.
- Team member for implementation of new survey vendor; provided communication to leadership on key changes, worked with internal team on survey development, and trained leaders on the new platform.
- Led system-wide implementation of the electronic leader rounding tool across regions and services, increasing the survey question performance of leader rounding by 12 top box points.
- Mentored new staff and leaders, provided education on the survey process, system goals, and team structure.
Operations Coordinator, Strategy and Business Development
Northwestern Medicine
Chicago, IL
11.2013 - 11.2015
- Supported oncology service line projects, including NAPBC Accreditation, quality dashboard development, and high-risk clinic project charter.
- Developed onboarding plans for new hires and coordinated quarterly staff meetings with the executive leadership.
- Performed critical QA functions for high-stakes memos, presentations, and communications.
- Managed a department-wide move to a new building for 30+ employees; served as key contact for internal team members along with construction, IT, and the moving company, ensuring a seamless transition.
Education
Bachelor of Arts - Secondary Education, English and Spanish
Western Michigan University
Kalamazoo, MISkills
- Customer Experience (CX) Strategy & VoC Programs
- Program & Project Management
- Cross-Functional Leadership & Stakeholder Engagement
- Executive Communication & Reporting
- Governance & Process Design
- Medallia, Press Ganey & Survey Platforms
- Performance Monitoring & Insights
- Flexible and adaptable
- Data collection & research
- Problem-solving skills
- Project coordination
- Attention to detail
- Project management
ADDITIONAL EXPERIENCE
Medinah Country Club, Server, 2006 - 2013
Timeline
Program Manager, Patient Experience
Northwestern Medicine
12.2018 - 07.2025
Consultant, Patient Experience
Northwestern Medicine
11.2015 - 12.2018
Operations Coordinator, Strategy and Business Development
Northwestern Medicine
11.2013 - 11.2015
Bachelor of Arts - Secondary Education, English and Spanish
Western Michigan University