Eddiza Valadez
Milwaukee
Summary
Compassionate Patient Experience Specialist with a background in healthcare administration and patient relations. Possess strong interpersonal skills, adept at managing patient complaints and improving overall patient satisfaction. Successfully implemented innovative strategies for enhancing the patient experience, leading to improved patient feedback and satisfaction scores. Skilled in maintaining positive relationships with patients, families, and medical staff.
Overview
14
14
years of professional experience
Work History
Patient Experience Advisor
Advocate Aurora
Milwaukee
02.2024 - 10.2025
- Participate in new teammate orientation to introduce patient experience standards and organizational values.
- Resolve patient complaints in real time, ensuring timely solutions and positive outcomes.
- Monitor patient concerns and trends, providing actionable feedback to improve service delivery.
- Build strong relationships with leadership, offering coaching and feedback to enhance patient-centered practices.
- Compile and present monthly reports on patient experience scores, identifying areas for improvement.
- Recognize excellence by presenting the Lighthouse Award to individuals who deliver outstanding care to patients.
- Train and onboard new hires, equipping them with tools and knowledge for success.
- Conduct patient rounding to proactively address needs and increase overall satisfaction.
Discharge Phone Call Representative
Advocate Aurora
Milwaukee
03.2018 - 12.2023
- Conducted discharge phone calls within 24-72 hour time frame.
- Ensured patient needs were met and identified potential issues.
- Assisted patients with medication-related inquiries.
- Managed high call volumes while adhering to quality customer service standards.
- Utilized problem-solving techniques to address challenging situations professionally.
- Followed established protocols for accurate patient data logging in computer system.
- Collaborated with nursing management to analyze statistical trends for enhancing patient experience.
- Participated in projects that elevated patient contact rate above 80%, positively impacting ASLMC HCAHPS scores.
Care Coordinator
Lola's New Beginning's
Milwaukee
02.2021 - 09.2022
- Maintained accurate records of client care plans, assessments, service authorizations and related documents according to agency standards.
- Assessed client progress towards goals outlined in their care plan and adjusted as needed based on changing conditions.
- Obtained prenatal services for expecting mothers for example: enroll in birthing, breastfeeding, and parenting classes.
- Helped obtain baby car seat and playpen.
- Educated client on SIDS.
- Educated on monthly milestones and reminded client on the importance of attending baby's follow-up appointments.
Radiology Extender
Ascension SE Wisconsin Hospital
Franklin
09.2011 - 09.2016
- Trained new employees in customer service and front desk skills.
- Operated office equipment, such as personal computers, photocopiers, scanners, voicemail systems, and facsimile machines.
- Managed office calendars to schedule student appointments.
- Performed general administrative duties such as filing documents or preparing reports as requested by management team members.
- Managed daily operations at the front desk, including answering phones, taking messages, providing directions.
- Organized, ordered and restocked office supplies to keep staff efficient and productive.
Patient Transporter
Wheaton Franciscan Healthcare
Oak Creek
02.2014 - 09.2014
- Checked-in patients.
- Transported patients to different departments within the hospital.
- Helped patients suffering from serious injuries or illnesses get dressed and undressed for procedures.
- Set up the examination rooms with all necessary equipment and supplies.
Education
Bachelor of Science - Health Care Administration
University of Wisconsin
Milwaukee, WI12.2017
Skills
- Customer service excellence
- Problem solving
- Dependability
- Empathy
Languages
Spanish, Fluent
Timeline
Patient Experience Advisor
Advocate Aurora
02.2024 - 10.2025
Care Coordinator
Lola's New Beginning's
02.2021 - 09.2022
Discharge Phone Call Representative
Advocate Aurora
03.2018 - 12.2023
Patient Transporter
Wheaton Franciscan Healthcare
02.2014 - 09.2014
Radiology Extender
Ascension SE Wisconsin Hospital
09.2011 - 09.2016
Bachelor of Science - Health Care Administration
University of Wisconsin