JAMES "Jim" BARTELS
Summary
Transformational healthcare leader with 25 years of experience in patient experience, organizational culture, and performance improvement across complex systems. Led initiatives in provider engagement and strategic growth while collaborating with executive leadership and cross-functional teams. Specialized in developing data-driven strategies from patient feedback and operational metrics to enhance accountability and drive organizational goals.
Overview
2027
2027
years of professional experience
Work History
Patient Experience Coach
University of Iowa Health Care
Iowa City, IA
01.2023 - Current
- Lead organization-wide patient experience initiatives focused on communication excellence, patient satisfaction, workforce engagement, and culture transformation across a major academic health system.
- Partner with executive leaders, physician leaders, operational leaders, and clinical teams to improve patient experience outcomes and support strategic organizational priorities.
- Influence physician, operational, and executive leaders to strengthen accountability for patient experience performance and sustain a culture of service excellence.
- Facilitate Compassionate Connected Care training programs for clinical and non-clinical staff to reinforce service excellence and patient-centered care principles.
- Facilitated provider communication training for physicians, fellows, residents, and advanced practice providers, enhancing patient-centered interactions.
- Analyzed patient feedback, complaints, surveys, and experience data to identify trends and inform decision-making for targeted performance improvement initiatives.
- Provide coaching and consultation to providers and leaders through direct observation, real-time feedback, and communication development.
- Supported organizational accountability through collaboration with leadership on action planning, performance monitoring, and continuous improvement initiatives.
- Co-developed Professional Behavioral Standards adopted system-wide to strengthen culture, accountability, professionalism, and organizational expectations.
Provider Relations, Growth & Development
University of Iowa Health Care
Iowa City, IA
01.2021 - 01.2023
- Led provider engagement and referral development initiatives that expanded access, strengthened physician relationships, and supported strategic service line growth.
- Expanded referral networks across cancer, cardiology, orthopedics, and pediatrics service lines, enhancing patient access.
- Collaborated with physician leaders, operational stakeholders, and clinical teams to improve patient access, coordination, communication, and experience.
- Analyzed performance metrics, referral data, and access trends to identify opportunities and implement targeted improvement strategies.
- Contributed to strategic planning initiatives enhancing provider engagement, market expansion, and service line development.
- Acted as a trusted liaison between referring providers, operational leadership, and clinical teams to advance organizational objectives.
Regional Business Development Manager
ATI Physical Therapy
01.2016 - 01.2021
- Achieved 88% patient growth in 2018 and 27% growth in 2019 through provider engagement, relationship development, and market expansion initiatives.
- Directed strategic growth initiatives across a 78-clinic outpatient rehabilitation network serving multiple markets throughout Wisconsin, Iowa, and Nebraska.
- Partnered with executive, operational, and clinical leaders to align growth strategies with organizational priorities, enhancing overall performance.
- Led cross-functional initiatives to enhance operational effectiveness and patient experience, driving organizational growth and market development.
- Utilized referral analytics and market intelligence to inform strategic decision-making, improving business performance outcomes.
- Selected to a national task force focused on CRM optimization, strategic targeting, provider engagement, and business development effectiveness.
Business Development Manager
Advanced Pain Management
- Led physician outreach and referral network growth to enhance strategic partnerships and expand clinic initiatives.
- Developed strong provider relationships to drive organizational growth and strengthen market presence.
- Ranked consistently among top-performing business development leaders in the organization.
Specialty & Pharmaceutical Sales Leadership
Depomed | Aegis Sciences | AIT Laboratories | King Pharmaceuticals
- Achieved recognition as a top performer in healthcare sales, provider relations, and business development across multiple roles.
- Exceeded territory performance goals by engaging physicians, providing clinical education, developing provider relationships, and managing strategic accounts.
- Collaborated with physicians, healthcare organizations, and clinical stakeholders to enhance utilization, solidify relationships, and drive organizational growth.
Education
Bachelor of Science - Sports Management & Marketing
University of Iowa
Iowa City, IASkills
- Patient Experience Strategy
- Patient-centered approach
- Patient experience
- Service Excellence
- Culture Development
- Workforce Engagement
- Performance Improvement
- Access Improvement
- Referral Network Management
- Provider Engagement
- Physician Engagement
- Provider Communication
- Data Analysis
- Performance Metrics
- Continuous Improvement
- Change Management
- Cross-Functional Leadership
- Stakeholder Management
- Strategic Leadership
- Strategic Planning
- Organizational Development
- Leadership partnership
- Healthcare operations
- Collaboration
- Team Development
- Team development
- Performance Metrics
Personal Information
Title: PATIENT EXPERIENCE, CULTURE TRANSFORMATION & STRATEGIC PERFORMANCE LEADER
Accomplishments
- Lead enterprise-wide provider communication training and coaching initiatives for physicians, fellows, residents, and advanced practice providers within a major academic health system.
- Co-developed Professional Behavioral Standards adopted across the organization to strengthen culture, accountability, professionalism, and patient-centered care.
- Utilize patient feedback, complaint trends, satisfaction data, and service recovery insights to identify opportunities and drive patient experience improvements.
- Expanded referral networks and improved patient access across Cancer, Cardiology, Orthopedics, and Pediatrics service lines.
- Achieved 88% patient growth in 2018 and 27% growth in 2019 across a 78-clinic regional healthcare network through strategic provider engagement and growth initiatives.
- Built strong partnerships with executive leaders, physicians, operational stakeholders, and clinical teams to advance organizational priorities and drive sustainable results.
Timeline
Patient Experience Coach
University of Iowa Health Care
01.2023 - Current
Provider Relations, Growth & Development
University of Iowa Health Care
01.2021 - 01.2023
Regional Business Development Manager
ATI Physical Therapy
01.2016 - 01.2021
Business Development Manager
Advanced Pain Management
Specialty & Pharmaceutical Sales Leadership
Depomed | Aegis Sciences | AIT Laboratories | King Pharmaceuticals
Bachelor of Science - Sports Management & Marketing
University of Iowa