David Crawford
Charlotte,NC
Summary
Proven leader in Patient Experience, offering strong expertise in establishing and maintaining high standards of service excellence. Thorough knowledge of market changes and trends paired with strong grasp of quality and performance metrics. Successful track record in leading cross-functional teams and implementing strategic initiatives that enhance overall quality and patient experience.
Overview
12
12
years of professional experience
Work History
Director of Patient Experience
Cape Fear Valley Medical Center
Fayetteville, NC
01.2024 - Current
- Created reports on the performance of quality management systems and presented them to senior management teams.
- Collaborated with stakeholders to design corrective action plans based on audit results.
- Implemented a system of rewards and recognition programs designed to motivate employees towards higher levels of performance.
- Analyzed data from customer feedback surveys to identify trends in complaints or issues.
- Facilitated training sessions for staff members on proper techniques for maintaining high-quality.
- Recommended changes based on analysis of data collected from various sources such as surveys or focus groups.
- Created content for multiple digital channels including website, email newsletters, social media platforms, and other online outlets.
- Developed comprehensive marketing plans and strategies to increase brand awareness and customer loyalty.
- Developed budgets for marketing initiatives.
- Monitored performance metrics such as click-through rates and conversions to measure success of campaigns.
Patient Experience Manager
Atrium Health
Charlotte , NC
04.2015 - 01.2025
- Collaborated with healthcare providers on training initiatives designed to improve the quality of care provided to patients.
- Facilitated meetings between hospital leadership and front-line staff to discuss opportunities for enhancing the patient experience.
- Monitored performance metrics related to patient satisfaction scores, wait times, and readmission rates as part of ongoing efforts to improve overall satisfaction levels.
- Provided guidance on customer service practices that would help ensure a positive experience during each interaction between staff members and patients.
- Participated in focus groups comprised of current or former patients in order to better understand their needs and expectations.
- Engaged regularly with stakeholders such as physicians, nurses, administrators, in order to gain insight into how best to serve our customers.
- Cultivated relationships with community partners in order to create more comprehensive services for patients.
- Analyzed customer feedback data using statistical methods such as correlation analysis and regression analysis in order to determine necessary changes or improvements.
- Maintained accurate records of patient feedback and complaints in order to track trends and identify areas for improvement.
- Assisted in developing marketing materials that highlighted key features of the organization's commitment to providing outstanding customer service.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
Team Lead Health Coach
Atrium Healthcare
Mint Hill, NC
02.2013 - 04.2015
- Assisted in the development of individualized plans for clients based on their specific needs.
- Conducted weekly one-on-one sessions with clients to review progress against established goals.
- Provided emotional support throughout the coaching process by listening attentively without judgement or criticism.
- Developed action plans tailored to each client's needs including specific steps to improve quality of life.
- Maintained accurate records of all coaching sessions including notes about client conversations, assessments results and recommendations made.
- Boosted community members' health knowledge through participation in health fairs and events.
Education
Master of Arts - Counseling
Christian Bible College And Seminary
Independence, MO06-2013
Bachelor of Arts - Counseling And Therapy
Christian Bible College And Seminary
Independence, MO04-2011
Ph.D. - Strategic Leadership
Regent University
Virginia Beach, VASome College (No Degree) - Health Coaching Certification
University of North Carolina At Greensboro
Greensboro, NCSkills
- Program Development
- Multidisciplinary team collaboration
- Solution-focused Coaching
- Develop Employee Engagement Initiatives
- Patient Experience platforms knowledge
- Organized and Detail-oriented
- Corrective Action Planning
- Team Training and Development
Timeline
Director of Patient Experience
Cape Fear Valley Medical Center
01.2024 - Current
Patient Experience Manager
Atrium Health
04.2015 - 01.2025
Team Lead Health Coach
Atrium Healthcare
02.2013 - 04.2015
Master of Arts - Counseling
Christian Bible College And Seminary
Bachelor of Arts - Counseling And Therapy
Christian Bible College And Seminary
Ph.D. - Strategic Leadership
Regent University
Some College (No Degree) - Health Coaching Certification
University of North Carolina At Greensboro
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