Jaileen Sanchez
Saint Cloud
Summary
Dynamic Director of Patient Experience at Aviata Rehab, skilled in performance improvement and effective communication. Successfully developed patient feedback systems, enhancing service delivery and care quality. Passionate about fostering teamwork and innovation, I excel in training staff and implementing strategies that elevate patient satisfaction and operational efficiency. Also dedicated and customer focused professional with experience in both remote and call center environment.
Overview
9
9
years of professional experience
Work History
Director of Patient Experience
Aviata Rehab
St. Cloud, FL
01.2023 - Current
- Assisted in developing systems for gathering patient feedback to support service improvement and care quality.
- Helped teams streamline patient onboarding processes to boost satisfaction.
- Supported staff training sessions focused on effective communication and empathy with patients.
- Aided in reviewing patient experience data to identify trends and inform decision-making.
- Developed patient feedback mechanisms to enhance service delivery and care quality.
- Collaborated with multidisciplinary teams to streamline patient onboarding processes and improve satisfaction.
- Implemented training programs for staff on best practices in patient communication and empathy.
- Led continuous improvement projects focused on enhancing operational efficiency within rehab services.
- Mentored junior staff on effective patient interaction techniques, fostering a culture of excellence in care.
- Analyzed patient experience data to identify trends and inform strategic decision-making initiatives.
- Established partnerships with community organizations to promote rehabilitation services and resources.
- Spearheaded initiatives that aligned patient experience strategies with organizational goals for improved outcomes.
- Conducted root cause analyses on negative feedback incidents, identifying key drivers behind dissatisfaction and devising targeted interventions to address them proactively moving forward.
- Spearheaded initiatives focused on empathic communication, creating a more humanistic approach to healthcare interactions; developed training modules and workshops for staff members at all levels.
- Collaborated with interdisciplinary teams to ensure consistent delivery of high-quality care and a positive patient experience.
- Established protocols for timely response to patient complaints, effectively resolving issues and minimizing negative impact on satisfaction scores.
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
- Facilitated open forums to engage patients'' perspectives on their experiences at the facility, driving meaningful change based on their input.
- Promoted a culture of accountability by establishing clear expectations for staff behavior towards patients and monitoring adherence closely.
- Implemented process improvements within clinical areas, enhancing operational efficiency while maintaining exceptional standards of care.
- Trained staff members in best practices for patient-centered care, fostering a compassionate and empathetic environment.
- Served as a liaison between patients, families, and healthcare providers, ensuring seamless coordination of services and optimal support throughout the care journey.
- Evaluated existing processes through rigorous audits from both internal sources as well as external accrediting agencies; identified inefficiencies without compromising quality service provision or regulatory compliance requirements.
- Created educational materials outlining best practices in delivering outstanding patient experiences that were widely adopted across the organization.
- Fostered an inclusive environment respectful of different cultural backgrounds; created tailored programs sensitive toward unique needs among various subsets within the patient population.
- Developed partnerships with community organizations to enhance resources available to support diverse populations seeking medical care or assistance navigating complex health systems more efficiently.
- Conducted ongoing assessments of facility conditions to maintain cleanliness standards and prioritize safety for all patients.
- Led regular team meetings to review performance metrics, discuss challenges, and develop strategies for continuous improvement in the patient experience domain.
Compensation Manager
IPG
Kissimmee, FL
03.2019 - 01.2023
- Developed and implemented compensation strategies aligned with organizational goals.
- Analyzed market trends to ensure competitive salary structures and benefits packages.
- Collaborated with cross-functional teams to refine job evaluation processes and pay scales.
- Managed annual compensation review process, ensuring compliance with regulations and internal policies.
- Designed training programs for HR staff on compensation best practices and tools.
- Led initiatives to enhance employee engagement through effective reward systems.
- Monitored compensation metrics to assess effectiveness of programs and identify areas for improvement.
- Provided strategic insights to senior leadership regarding compensation-related issues and opportunities.
- Negotiated favorable contract terms with vendors for benefit services, resulting in significant cost savings for the organization.
- Provided expert guidance to management on complex compensation issues, fostering an environment of trust between employees and leadership teams.
- Streamlined the annual merit increase process, resulting in more efficient distribution of funds across all departments.
- Partnered with Finance teams to develop annual budgets that accurately reflected projected costs associated with planned compensation changes.
- Identified areas needing improvement within the overall rewards program through regular analysis of employee feedback surveys.
- Implemented an effective communication strategy on compensation updates throughout the organization, enhancing transparency and employee engagement.
- Collaborated with HR business partners to assess job descriptions and ensure accurate benchmarking of roles within the organization.
- Ensured compliance with federal and state wage regulations, reducing potential legal issues related to pay practices.
- Streamlined the job evaluation process by implementing consistent grading methodologies for all positions within the organization.
- Managed salary surveys, providing valuable data for informed decision-making regarding compensation adjustments.
- Improved employee satisfaction by implementing fair and competitive compensation packages.
- Developed comprehensive compensation strategies to attract top talent and maintain a motivated workforce.
- Developed educational materials for managers to better understand the company''s pay philosophy and how it applied to their teams' salaries and bonuses.
- Assessed and evaluated jobs to determine appropriate salary ranges.
- Developed tools to help managers and staff in calculating compensation levels.
Remote Customer Service Agent
Bank On Us Services
09.2017 - 01.2018
- Resolved customer inquiries and issues, ensuring satisfaction with financial services.
- Assisted clients in navigating banking products and services, building rapport and trust.
- Documented interactions accurately in customer relationship management system for future reference.
- Collaborated with team members to streamline communication processes for enhanced service delivery.
- Trained new staff on customer service protocols and bank procedures to ensure consistency.
- Implemented feedback mechanisms to gather insights on customer needs, improving service offerings.
- Analyzed trends in customer feedback to identify areas for service enhancement and training focus.
- Led initiatives to reduce response times, enhancing overall efficiency of the customer support team.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Call Center
IMA
01.2017 - 09.2017
- Worked closely with other departments to address cross-functional issues impacting call center performance or customer satisfaction levels.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Supported the continuous improvement of call center operations through regular collaboration with team leaders and supervisors.
- Completed ongoing training and certification programs to maintain expertise in medical call center protocols.
- Enhanced teamwork within the call center by collaborating with colleagues on complex cases and offering assistance when needed.
- Provided prompt feedback to supervisors concerning potential issues or trends affecting overall call center operations or patient satisfaction levels.
- Managed high-volume call center environments, maintaining professionalism under pressure and ensuring efficient issue resolution.
- Collaborated with team members to improve overall call center performance and efficiency.
- Streamlined call center processes for efficiency, resulting in improved average handle time and reduced hold times.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Launched new programs or campaigns aimed at enhancing overall company performance as well as achieving specific departmental objectives related to call center operations.
- Streamlined call center operations by developing efficient caller representative scripts and protocols.
- Reduced customer complaints with thorough analysis of call center data, identifying trends and making recommendations for improvements.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Displayed flexibility in working various shifts or covering for absent coworkers when necessary, ensuring seamless operation of the call center.
- Collaborated with team members to share best practices and streamline processes for optimal call center performance.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Streamlined call center operations by optimizing schedules and resource allocation.
- Streamlined call center operations by implementing new processes, resulting in reduced wait times and increased productivity.
- Implemented data-driven sales strategies to optimize call center operations and increase overall revenue.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
- Streamlined call center operations for increased efficiency and improved response times.
- Analyzed and developed service goals for in-bound call center.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
- Collaborated with marketing department to create effective promotional campaigns for call center sales initiatives.
Education
Bachelor of Science - Health Care Administration
Grand Canyon University
Phoenix, AZ05.2025
Skills
- Innovation and creativity
- Performance improvement
- Service orientation
- Healthcare
- Effective written and verbal communication
- HIPAA compliance
- Effective problem solving
- Team management
- Insurance verification
- Admissions processes
- Appointment scheduling
- Recordkeeping
- Inpatient registration
- Patient data privacy
- Math skills and analytics
- Strong leadership
- New staff training
- Program development participation
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Patient safety
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Patient care assessment
- Patient education
- Certified in CPR/AED
- Relationship building
- Operational efficiency
- Training and mentoring
- Patient education and counseling
- Problem-solving aptitude
- Organizational goal development
- Risk management
- Performance evaluation
- Employee training program
- Facility management
- Data analysis
- Crisis management
- Performance monitoring
- Process implementation
- Patient relations
- Quality assurance
- Personnel management
- Adaptability
- Time management abilities
- Staff supervision
- Employee work scheduling
- Patient advocacy
- Quality control
- Goal setting
Languages
Spanish
Native or Bilingual
Timeline
Director of Patient Experience
Aviata Rehab
01.2023 - Current
Compensation Manager
IPG
03.2019 - 01.2023
Remote Customer Service Agent
Bank On Us Services
09.2017 - 01.2018
Call Center
IMA
01.2017 - 09.2017
Bachelor of Science - Health Care Administration
Grand Canyon University