Darneesha Figgs

Currently responsible for developing and overseeing Quads strategy to address social and environmental impact, including initiatives like community engagement, sustainability practices, philanthropic giving, and ethical sourcing, while ensuring alignment with the company's mission and values. Collaborating with various internal departments and external stakeholders to achieve positive social change. In addition, I am responsible for advancing, implementing, and managing key strategic areas of Quad’s inclusion strategy. Work closely with Quad’s SVP Corporate Responsibility, Executive leadership, HR, Manufacturing, and various department leaders to foster an inclusive and equitable work environment.

Primary areas of focus include:

• Defining and implementing a comprehensive CSR strategy aligned with company goals and values.
• Conduct assessments to identify key social and environmental impact areas.
• Develop measurable objectives and performance indicators for CSR initiatives.
• Design and execute CSR programs across various areas like community outreach, employee volunteering, environmental sustainability, and charitable giving.
• Build relationships with external stakeholders like NGOs, community leaders, government agencies, and industry peers.
• Monitor and measure the impact of CSR programs using data analysis and reporting tools.
• Create and oversee strategy for Quad’s 9 Business Resource Groups
• Advance and implement the organization's inclusion strategy
• Lead and manage team members
• Foster an inclusive and equitable culture
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Create and led a multi-dimensional team to develop and execute on initiatives and projects related to the execution of the organization’s diversity, equity, and inclusion strategy, engaging senior leaders and key employees throughout the process. Worked to enhance the diversity of the workforce; engaging front-line and emerging leaders to provide equitable and inclusive opportunities for growth and development and providing key cultural competency learning.

• Partner with the Chief Diversity Officer in the development and implementation of the organization’s diversity and inclusion strategy
• Partner with departments to understand and improve workforce dynamics related to diversity and inclusion
• Ensure alignment with measures of success for initiatives
• System Language Services Administrator
• Oversee and effectively manage 2 million dollar budget and special purpose grants
• Oversee equity partnerships
• Manage vendor relationships, provide staff training, and establish and ensure compliance with professional and regulatory standards for interpretation and translation services at TriHealth
• In concert with the Chief Diversity Officer, partner with Purchasing/Supply Chain department to establish M/WBE goals and facilities introduction of diverse vendors in areas of need
• Oversee Employee Resource Groups and Diversity Advisory Council programs to ensure they are functioning in alignment with DEI and organizational goals.
• Director of Emerging Leaders Program focused on leadership development and increasing diverse leader pipeline
• Partner w/community partners, i.e. Urban League; Cincinnati Chamber of Commerce, and the Hispanic Chamber
• Oversee pipeline initiatives to increase diverse physician rate by partnering w/HBCU – Meharry Medical College
• Partner with Xavier to oversee MHA Administrative Fellows and their Capstone projects
• Oversee system rollout of key training including Implicit-Unconscious Bias Training

Oversaw the operational functions of the Patient Experience Department which includes Guest Services, Volunteer Services, Patient Relations, and a newly created Coaching department. This position was created as a rollup of my two previous Patient Experience leadership roles to efficiently lead an all-inclusive department. Led a front-line customer services team which includes welcome desks and on-demand Concierge. Led the Volunteer Department which includes over 700 volunteers spread throughout the system. Oversaw Patient Relations which oversees patient complaint management according to the Joint Commission and CMS guidelines. I was responsible for leading a coaching division which focuses on effective implementation of Studer tactics to increase the overall patient experience and satisfaction survey results.

• Implemented new coaching division throughout the system to increase bedside shift report, nurse leader rounding, hourly rounding, and overall communication best practices from Studer group.
• Partnered with Risk-Management to resolve patient & family complaints in alignment with the Joint Commission and CMS guidelines.
• Partnered with Press-Ganey for Patient Experience data
• Partnered with Site Presidents, CNO, CMO and other leaders across the TriHealth system to achieve results.
• Leader of 45+ leaders and team members
• Introduced expanded Concierge program to enhance the Inpatient and Emergency Department customer experience
• Served as the Co-Chair for TriHealth’s first African American Employee Resource Group
• Served as a member of the BN Employee Engagement Council
• Served as a member of the BN Diversity Council

Supervises daily workflow of the Visitor Services Team, including 25 associates working under the Patient Relations Department. Performs all timekeeping and scheduling functions using API timekeeping system. Delivers coaching, training, and development for all associates. Assists with creating and maintaining departmental budget. Serves as initial contact on a 24/7 basis for the team. Tracked performance daily to ensure proper performance. Conducts team meetings to provide information and obtain feedback.

• Served as Project Manager for I.M.P.A.C.T. Service Model Training that focused on making each encounter impactful for patients
• Coordinated Press-Ganey site visits to support the impact program
• Oversaw coaching program using Press-Ganey Coaching tactics
• Led implementation of the project, including conducting meetings with leaders regarding the implementation process
• Ensured each associate received proper training for IMPACT initiative and progressed through training courses
• Presented during Corporate Orientation on behalf of Patient Experience Department
• Directed Admitting Project using LEAN Methodology, partnering with Dr. Kamath and UC students to collect data and track trends
• Recognized for addressing and resolving a major access issue for the team within first year of supervisory position
• Implemented paperless scheduling system using the API system, resulting in improved efficiency
• Leader of 25+ Guest Services & Liaison team members