Dawn M Wright Stuart
Lakewood,New Jersey
Summary
Highly-motivated leader with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Tackles challenges with positivity and drive to obtain desired overcomes. Dedicated to open, communicative culture where team members feel empowered to contribute to company's success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Parent Mentor
YMCA of Greater Monmouth County
Eatontown, NJ
08.2023 - Current
- Mentor and support parents to enhance their parenting skills and strategies.
- Conduct one-on-one coaching sessions tailored to the specific needs of parents.
- Develop and implement individualized coaching plans to address parenting challenges.
- Collaborate with YMCA staff and other professionals to create a holistic approach for parent success.
- Provide resources and referrals to parents for additional support services.
- Evaluate the effectiveness of coaching sessions and adjust approaches as necessary.
- Built strong, trusting relationships with parents to foster open communication and engagement.
- Participate in professional development opportunities related to parental engagement initiatives.
- Maintain detail records of client sessions including progress notes.
- Foster an environment that is safe for honest exploration into issues related to personal growth.
- Provide guidance on how to make decisions around career choices, relationships, and other life changes.
- Develop and implement individualized life coaching plans for clients.
- Support clients in setting realistic expectations for themselves based on current circumstances and resources available.
- Assist clients with developing problem solving skills to manage difficult situations.
- Collaborate to set goals and outline steps to achieve objectives.
- Coordinate resources to support clients and help each achieve targets.
Supervisor Patient Experience & Volunteer Services
Hackensack Meridian Raritan Bay Medical Center
Perth Amboy, NJ
09.2023 - 12.2023
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Provided oversight of the volunteer services program and supervise all aspects and functions of the Office of Patient Experience.
- Utilized measurement tools to monitor, improve and/or recognize/reward experience results.
- Supported OPE efforts to improve the experience through analysis of data: internal (i.e. Rounding and Grievance/Complaint Trends) marketing (i.e. patient experience surveys, Leapfrog, US News, GPTW, etc.) and national publicly reported quality of care and experience data (i.e. HCAHPS, MACRA, etc).
- Supervised daily activities to ensure compliance with established standards of performance.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained, managed and motivated employees and volunteers to promote professional skill development.
- Directed and supervised staff and volunteer performance.
- Coached staff and volunteers on strategies to enhance performance and improve customer relations.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Explained policies, procedures and services to patients.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Complied with company policies, objectives and communication goals.
- Served as the department representative to respond to requests for case review by the New Jersey Department of Health and Senior Services when the manager is unable.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
- Monitored operations and reviewed records and metrics to understand company performance.
- Implemented strategies to take advantage of new opportunities.
- Analyzed key performance indicators to identify effective strategies.
Patient Experience Advisor
Hackensack Meridian Old Bridge Medical Center
Old Bridge, NJ
04.2019 - 09.2023
- Manages effective communication within the organization as well as with patients and families thorough documented and reported concerns and grievances.
- Manages the investigation of patient grievances and works independently to lead grievance cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or patient's representative, within the established standards and policies, including referrals to Quality Assurance and to and from Risk Management.
- Educates patients, families, and team members about patient rights and responsibilities in accordance with hospital policy as well as federal, state and regulatory agencies.
- Review trends, analyze, and report qualitative and quantitative data to proactively identify and address issues impacting the consumer's experience.
- Collaborates with the Office of Experience leader, and key stakeholders to develop, deploy and execute strategies to enhance the consumer's experience.
- Serves as a coach and resource to all team members on communication strategies, service recovery, best practices and initiatives designed to improve the consumer's experience.
- Identifies the need for, organizes and facilitates patient/family conferences in collaboration with appropriate physicians, leaders and/or team members.
- Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
- Follows up on referrals/requests from administration, leadership, medical staff, and volunteer patient representatives regarding the patients' perception of care or services.
- Participates in initiatives to ensure compliance with CMS Conditions of Participation and Joint Commission standards (i.e., measure of success).
- Educates hospital staff about perceptions and concerns expressed by patients.
- Oversees, coordinates and/or participates in projects as required.
- Performs all of the functions of the Experience Ambassador including proactive patient rounding, support to families in crisis, and routine environmental observations.
- Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.).
- Adheres to the standards identified in the Medical Center's Organizational Competencies.
Manager, Patient - and Family-Centered Care
Hackensack Meridian Raritan Bay Medical Ctr
Perth Amboy, NJ
12.2016 - 04.2019
- Developed patient and family engagement training class for medical staff, hospital leaders, volunteers and team members where participants learned patient and family centered care concepts achieving the Patient and Family engagement metrics to improve patient safety and health equity.
- Led the volunteer patient and family advisory council in delivery of facility design project requiring close cooperation among members to share information and develop solutions to meet positive patient outcomes.
- Planned and executed the new Welcome Visitors Policy achieving 99.5 compliance for medical-Surgical, Telemetry and Step-Down Units. Organized leaders in developing a hospital-wide leadership team to review visitor policy and re-create the current policy to support open visiting.
- Led team of 20+ clinical and non-clinical leaders to engage in delivering assistance to patient and family engagement on daily basis.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Trained and supervised volunteers for on-the-job positions to maintain coverage of roles.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Director, Guest Relations and Service Excellence
Raritan Bay Medical Center
Perth Amboy, NJ
01.2013 - 12.2016
- Improved HCAHPS component in Responsiveness of Hospital Staff by developing service recovery framework training class for employees where participants learned resources, how-to-do, tips and techniques
- Assisted in development launch of HCAHPS component for 'Communication About Pain' achieving a 30% increase on the Medical Surgical unit over two quarters
- Successfully led customer service projects which resulted in an increase in higher patient satisfaction scores for the emergency department from the 56th % to 74th % over one year period
- Aided senior leadership during executive decision-making process by generating bi weekly reports to provide data for consideration of corrective actions and improvements
- Increased patient satisfaction results in HCAHPS Communication with Nurses domain by 25% over a two-year period by optimizing team collaboration and patient and family engagement
- Developed and supervised staff by providing orientation, training, support and direction
- Worked closely with other stakeholders to immediately address issues and implement effective solutions achieving a 15% decrease in patient concerns over one year period
- Recruited, hired and trained employees on operations and performance expectations.
- Cultivated and maintained relationships to promote positive work culture.
- Managed staff, financials and key performance indicators to facilitate business operations.
- Guided and motivated staff to drive maximum performance.
- Generated reports to review data and issue corrective actions for improvements.
- Developed and presented new volunteer ideas and conceptualized new approaches and solutions to help improve the patient experience.
Education
MBA - Business Administration
University of Phoenix
Tempe, AZBachelor of Science - Psychology
University of Phoenix
Tempe, AZAssociate of Arts - Biblical Studies
Pillar College
Zarephath, NJLife Coach - Coach
Institute For Professional Excellence in Coaching
Shrewsbury, NJSkills
- Multitasking and Prioritization
- Creative Problem Solving
- Customer Service
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Patient and Empathetic
- Establishing and Maintaining Customer Relationships
- Policies and Procedures Adherence
Certification
- Licensed Clergy
- Ordained Minister
Additional Information
Community involvement in serving under privileged families in the FISH hospitality network of Central New Jersey.
Organized program for young adults to serve in local community projects
Increased the activity within the women's ministry by 30% over a three-year period
Timeline
Supervisor Patient Experience & Volunteer Services
Hackensack Meridian Raritan Bay Medical Center
09.2023 - 12.2023
Parent Mentor
YMCA of Greater Monmouth County
08.2023 - Current
Patient Experience Advisor
Hackensack Meridian Old Bridge Medical Center
04.2019 - 09.2023
Manager, Patient - and Family-Centered Care
Hackensack Meridian Raritan Bay Medical Ctr
12.2016 - 04.2019
Director, Guest Relations and Service Excellence
Raritan Bay Medical Center
01.2013 - 12.2016
MBA - Business Administration
University of Phoenix
Bachelor of Science - Psychology
University of Phoenix
Associate of Arts - Biblical Studies
Pillar College
Life Coach - Coach
Institute For Professional Excellence in Coaching
- Licensed Clergy
- Ordained Minister
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