Gaseby Barthelemy
Bayonne,NJ
Summary
Results-oriented and patient healthcare professional with over a decade of experience in the US Healthcare System. Utilizing a strong clinical foundation and expertise in grievance resolution, service recovery, and data analysis to improve patient satisfaction, ensure regulatory compliance, and build organizational trust. A diplomatic and culturally competent communicator proficient in English, French, Creole, and conversational Spanish. Skilled at navigating sensitive situations and collaborating with leadership at all levels to drive systemic improvements. Committed to making meaningful contributions and advancing organizational goals through adaptability, creativity, and a results-oriented mindset.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Experience Advisor
Hackensack Meridian Health
04.2022 - Current
- Spearheads Grievance Resolution & Risk Mitigation: Orchestrates the end-to-end management of complex patient grievances, ensuring full compliance with regulatory standards while expertly mitigating organizational risk and preserving patient trust.
- Champions a Culture of Service Excellence: Drives measurable improvements in patient satisfaction by coaching and mentoring all levels of leadership and clinical staff on best-in-class patient experience tactics (AIDET, Service Recovery).
- Translates Data into Actionable Strategy: Analyzes complex patient experience data to provide data-driven recommendations to senior leadership, directly influencing the development of new policies and workflows that foster continuous improvement.
- Improves Clinical Quality Outcomes: Designs and leads proactive patient outreach initiatives to close critical gaps in care, directly contributing to the improvement of key clinical quality and safety measures.
- Serves as an Expert in Crisis Intervention: Acts as the primary point of contact for crisis intervention, expertly de-escalating sensitive situations through real-time service recovery and proactive rounding to maintain a safe and compassionate care environment.
Patient Relations Specialist
Saint Joseph’s Hospital
11.2019 - 03.2022
- Championed Patient Advocacy & Risk Mitigation: Led the end-to-end investigation and resolution of complex patient grievances, effectively mitigating institutional risk while restoring patient and family trust in the healthcare system.
- Drove System-Wide Process Improvement: Translated patient feedback trends into actionable, data-driven recommendations for senior leadership, directly influencing the development of new policies to enhance clinical quality, safety, and patient satisfaction.
- Orchestrated Cross-Functional Collaboration: Facilitated seamless collaboration between frontline staff, clinical teams, and executive leadership to expedite grievance resolution and ensure timely, patient-centered outcomes.
- Ensured Regulatory & Brand Integrity: Authored all formal written responses to patients, meticulously ensuring each communication demonstrated empathy while adhering to strict CMS and The Joint Commission regulatory requirements.
- Managed Strategic Data & Analytics: Leveraged a meticulous data system to track, analyze, and report on all patient feedback, providing key insights that informed leadership strategy and proactive service recovery initiatives.
Patient Care Assistant
Hospital for Special Surgery
01.2017 - 10.2019
- Accelerated Patient Recovery & Functional Outcomes: Executed complex post-operative treatment plans, delivering specialized care for diverse musculoskeletal pathologies to improve patient mobility and quality of life.
- Empowered Patients & Improved Treatment Adherence: Provided expert instruction to patients and families on the safe and effective use of medical equipment, significantly enhancing patient engagement and reducing the risk of re-injury.
- Ensured a Cohesive Patient Care Experience: Partnered seamlessly with an interdisciplinary team of physicians, therapists, and nurses to align on patient care goals, directly contributing to high unit productivity and exceptional care delivery standards.
Patient Care Technician
Harlem Hospital Center
08.2010 - 01.2017
- Ensured Patient Safety & Diagnostic Accuracy: Delivered comprehensive clinical and bedside care in a fast-paced environment, skillfully performing EKG interpretations and assisting in diagnostic procedures to ensure patient safety and support accurate diagnosis.
- Accelerated New Hire Competency & Team Integration: Entrusted by nurse educators to train and orient new clinical staff (RN, PCT), fostering a culture of excellence and ensuring swift adherence to established best practices.
- Upheld Regulatory Integrity & Mitigated Risk: Maintained meticulous EHR documentation and actively supported quality assurance programs to ensure 100% compliance with HIPAA and OSHA standards, protecting both the patient and the organization.
Education
Bachelor of Science - Health Education & Promotion, Specialization in Community Health
Lehman College
Bronx, NY01.2019
Skills
- Proficient in dispute resolution
- Trend identification skills
- Mentorship development
- Knowledgeable in managing EHR platforms
Accomplishments
- Documented and resolved concerns which led to positive outcome.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team member and stakeholders in the development process improvement project.
- Resolved visitation issue through consumer testing mapping project.
- Achieved educational success through effectively helping with customer service education program.
- Achieved success by introducing escalation tasks.
Certification
- Non-Invasive Cardiovascular Technology Certificate Sanford-Brown Institute, New York, NY | 2013 ARDMS Eligible (RDCS, RVT)
- Medical Assistant Certificate Sanford-Brown Institute, New York, NY | 2007
- Notary Public, State of New Jersey
- License Financial Professional
Languages
French
Native or Bilingual
Spanish
Elementary
Timeline
Experience Advisor
Hackensack Meridian Health
04.2022 - Current
Patient Relations Specialist
Saint Joseph’s Hospital
11.2019 - 03.2022
Patient Care Assistant
Hospital for Special Surgery
01.2017 - 10.2019
Patient Care Technician
Harlem Hospital Center
08.2010 - 01.2017
Bachelor of Science - Health Education & Promotion, Specialization in Community Health
Lehman College
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