Summary
Overview
Work History
Education
Skills
Timeline
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Jacob Murphy

Corpus Christi,Texas

Summary

I am applying for the Patient Experience Manager at Christus Spohn Shoreline. My background has required me to be a strong manager of my time by balancing school, work, and parenting, which I am confident, will be a quality that will be important in this position. My years of working in a team environment, strong drive, and focused nature as well as my leadership success, are qualities that I bring to any role.

As a leader, I actively listen, motivate, think creatively, and delegate so that together, the team can achieve success. I am extremely passionate about the work in this ministry and would be ecstatic to use my skills and experiences in the Patient Experience Manager role. I am a driven and focused healthcare leader with experience in customer service and healthcare organization. A critical thinker with the ability to make time-sensitive decisions under pressure while considering all affected stakeholders and outcomes. Team player dedicated to creating a positive working environment that promotes teamwork, communication, and organization efficiency

Overview

16
16
years of professional experience

Work History

Emergency Room Operations Manager

Christus Spohn Health System
01.2022 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Enhanced Patient and Associate satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • hiring, onboarding and training of new hires to fulfill business requirements.

Transport Manager

Christus Spohn Health System
12.2016 - 12.2021
  • Hire, onboard, and train new employees, including instructing on physical transfer of patients, customer service standards, and operations
  • Developed a Central Transport department that had never existed at Christus Shoreline as part of the Throughput and Patient flow council
  • Assisted nurses with diagnostic procedures, treatments, and patient movement
  • Troubleshoot network and production issues and perform root-cause analysis
  • Implemented Tele Tracking in Transport and Hospital throughput
  • Collaborate with different departments in order to ensure effective throughput and patient movement.

Patient Care Technician, ER

Christus Spohn Health System
12.2011 - 08.2014
  • Answer and screen telephone calls, recording messages for quick reply as needed
  • Add to high-level of patient satisfaction by constantly maintaining friendly attitude
  • Explain practice policies and follow-up plans to all patients
  • Establish and manage professional working relationships with patients and physicians
  • Register new patients and update information for current patients
  • Record detailed messages and relay information to physicians
  • Record any new issues or symptoms
  • Demonstrate working knowledge of medical terminology
  • Answer patient calls and take detailed messages for call returns
  • Communicate patient information and symptoms with physicians
  • Thoroughly cleaned and sanitized workstations and equipment, disposing sharp waste into appropriate containers
  • Assist patients with preparation prior to blood drawing
  • Assist physicians with equipment handling and sample processing
  • Label all samples and send to lab
  • Document patients' medical history, vital statistics, and other necessary information
  • Assist with patient care as needed
  • obtain blood samples for testing by venipuncture or capillary puncture
  • Establish rapport and build trust with new patients quickly
  • Provide excellent customer service to patients in hospital ER
  • Maintain inventory of tubes, needles, and other equipment

ER Concierg/Front Desk

Christus Spohn Health System
12.2010 - 12.2013
  • Showcased adaptability by performing at various types of events including corporate functions, weddings, private parties.
  • Built trusted relationships with patients and staff by getting to know them on a personal level and making their comfort and care a priority
  • Assisted nurses with diagnostic procedures, treatments, and patient charting
  • Play an integral role in patient service and overall Patient Satisfaction
  • Helped Increase Patient satisfaction ratings by 25% in first year of service

Manger

Dawn Lee Inc
12.2008 - 12.2010
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Created and maintained clear, concise project plans and developed strategies to meet deadlines
  • Create and update leasing documentation for approved vendors
  • Manage yearly service budget and negotiate contracts with vendors, maintenance and utilities companies
  • Manage quarterly and yearly budget for renovations and events
  • Maintain inventory log and reorder supplies as needed
  • Hired and trained employees

Education

Music Education -

Del Mar College

Business Administration -

Del Mar College

Skills

  • Management
  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Decision-Making
  • Employee relations and conflict resolution
  • Staff Management
  • Inventory Management
  • Planning and Implementation
  • Employee Motivation
  • MS Office
  • Schedule Management
  • Performance Management
  • Regulatory Compliance
  • Workforce Management
  • Onboarding and Orientation
  • Invoice Processing
  • Cost Reduction
  • Unsurpassed work ethic
  • Data Management
  • Purchasing and procurement
  • Forecasting and Scheduling
  • Performance reporting
  • Cultural Awareness

Timeline

Emergency Room Operations Manager

Christus Spohn Health System
01.2022 - Current

Transport Manager

Christus Spohn Health System
12.2016 - 12.2021

Patient Care Technician, ER

Christus Spohn Health System
12.2011 - 08.2014

ER Concierg/Front Desk

Christus Spohn Health System
12.2010 - 12.2013

Manger

Dawn Lee Inc
12.2008 - 12.2010

Music Education -

Del Mar College

Business Administration -

Del Mar College

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Jacob Murphy