Hannah Charles
New York,USA
Summary
Dedicated and compassionate healthcare professional with over four years of experience at NewYork-Presbyterian Weill Cornell, specializing in enhancing patient experience, driving quality improvement, and ensuring patient safety.
Proven expertise in patient rounding, issue resolution, and staff support, consistently leads to exceptional satisfaction scores. With a strong foundation in customer service, developed through previous work at the New York City Ballet, showcases exceptional communication, problem-solving, and relationship-building skills. Committed to fostering a culture of safety, service excellence, and continuous improvement while pursuing an MBA focused on leadership and organizational development.
Overview
12
12
years of professional experience
Work History
Patient Experience / Patient Services
NewYork-Presbyterian Hospital – Weill Cornell
01.2021 - Current
- Advocate for patients by addressing concerns promptly, contributing to higher safety and satisfaction levels.
- Conduct daily patient rounding to identify improvement opportunities.
- Collaborate with multidisciplinary teams to uphold care standards.
- Support quality improvement initiatives by performing data entry and analysis.
- Track and report patient feedback metrics to inform leadership.
- Educate patients on PCare and Bedside Connect applications.
- Facilitate Patient Experience Skills Day, training staff on service excellence.
- Promote teamwork, accountability, and service excellence.
- Over 3 years of performance improvement or customer service, in a healthcare.
- Background in analyzing patient satisfaction data and implementing performance improvement initiatives
- Demonstrated public presentation and communication skills
- Proven leadership ability
- Extensive Excel experience and be familiar with Pivot Tables and VLookup
- Thorough knowledge of organizational behavior and change management concepts and skill
Lead Usher / Ticket Taker
New York City Ballet
01.2014 - Current
- Provide exceptional front-of-house service ensuring a welcoming environment.
- Respond to patron inquiries regarding performances, policies, and services.
- Assist with crowd management for safety and efficiency.
- Enhance audience experience by guiding guests to seats and resolving concerns.
Education
Master of Business Administration - MBA
Capella University
Minneapolis, MN12.2025
Bachelor of Business Administration - BBA
Brooklyn College
Brooklyn, NY01.2024
Skills
- Excellent organizational and problem-solving skills
- Excellent written and verbal communication
- Collaborative approach with cross-functional teams
- Patient-centered care and customer service focus
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Background in analyzing patient satisfaction data and implementing performance improvement initiatives
- Demonstrated public presentation and communication skills
- Proven leadership ability
- Proficient in Excel, Pivot Tables and VLookup
- Thorough knowledge of organizational behavior and change management concepts and skill
Timeline
Patient Experience / Patient Services
NewYork-Presbyterian Hospital – Weill Cornell
01.2021 - Current
Lead Usher / Ticket Taker
New York City Ballet
01.2014 - Current
Bachelor of Business Administration - BBA
Brooklyn College
Master of Business Administration - MBA
Capella University
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