Jamie Di Piazza-Rodriguez
Tulsa,OK
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager of Patient Experience
Saint Francis Health System
06.2022 - Current
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Developed and executed patient experience initiatives, resulting in improved overall hospital ratings.
- Collaborated with interdisciplinary teams to ensure consistent delivery of high-quality care and a positive patient experience.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
- Trained staff members in best practices for patient-centered care, fostering a compassionate and empathetic environment.
Manager of Patient Experience, Language Services and Patient & Family Relations
Hillcrest Medical Center
05.2016 - 05.2022
- Interpret policies, procedures and services to patients and families
- Conduct monthly activities within the Patient Experience realm
- Develop and implement a new language service program to HMC
- Lead a team of advocates/Silver Elite representatives who serve patients
- Collaborate with nursing leadership to problem solve and deescalate
- Wrote and Developed a Service Recovery program
- Develop and Coach within the Patient Experience Simulation Lab with all staff and Providers
- Daily rounding on patients
- Provide bilingual services as needed throughout the hospital
- Analyze and Interpret data
- Teach and implement Communication in Healthcare and New Employee Orientation
- Served on various committees through the hospital (Diversity, Equity and Inclusion, Communication, Safety, Women of ARDENT, ARDENT Service Excellence & Change Council)
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Developed and executed patient experience initiatives, resulting in improved overall hospital ratings.
- Collaborated with interdisciplinary teams to ensure consistent delivery of high-quality care and a positive patient experience.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
- Trained staff members in best practices for patient-centered care, fostering a compassionate and empathetic environment.
Director of the SILAS program
Hillcrest Medical Center
05.2014 - 05.2017
- Developed and created the 1st Perinatal Palliative program in the state of OK
- Supported staff and families
- Continue to lead as a consultant for the state
Patient Experience Coordinator
Hillcrest Medical Center
05.2015 - 05.2016
- Collaborate with administration, staff and patients to reach healthcare goals - Communicate effectively to represent the patient’s voice. - Strategically look at processes to streamline care - Round on patients to resolve customer service and gather patient feedback - Interpret policies and procedures from English to Spanish - Provide bilingual services as needed throughout the hospital
Bilingual Medical Social Worker
Hillcrest Medical Center
01.2008 - 05.2015
- Provided individuals and families with the psychosocial support needed to cope with chronic, acute, or terminal illnesses.
- Provided services that included family care givers, providing patient education and counseling
- Collaborated with community services in order to provide resources to patients and families.
Adjunct Faculty
University of Oklahoma
08.2014 - 01.2015
- As an adjunct faculty member I taught the class Advanced Direct Practice with Populations at risk
MSW I
St Francis Hospital
07.2008 - 04.2010
- I worked various weekends of each month servicing the entire hospital
- Multi-tasking various duties from; collaborating with DHS in the Children’s Hospital, Nursing Homes, Home Health, Hospice, DME, Psych transfers and referring patients to outside agencies.
Bilingual Social Worker
University of Oklahoma
08.2007 - 12.2007
- I was the social work supervisor for the southwest territory, supervising two outreach workers
- I oversaw six community clinics
- I worked with all fourteen clinics, counseling families and individuals with various needs that were referred by various levels of medical providers
- I collaborated with many community agencies to best serve my clients and the families that the Bedlam Alliance Health serves
- I interpreted in the community clinics for families that did not speak English
- In the school based clinics I was involved weekly in student success teams and in IEP’s collaborating with various schools in Tulsa and Sand Springs.
Education
MBA - Healthcare Administration
Southern Nazarene University
Bethany, OK08.2023
CPXP -
Beryl Institute
04.2022
MSW -
University of Denver
Denver, CO08.2007
BSW -
Oral Roberts University
Tulsa, OK12.2004
Universidad de Salamanca
Salamanca, Spain05.2004
Skills
- Attention to detail
- Computer literacy
- Healthcare knowledge
- Resource allocation
- Data analysis
- Problem-solving abilities
- Cross-functional collaboration
- Adaptability and flexibility
- Customer service orientation
- Training and development
- Team collaboration
- Critical thinking
- Leadership qualities
- Active listening
- Process improvement
- Organizational skills
- Empathy and compassion
- Conflict resolution
- Project management
- Patient advocacy
- Excellent communication
- Caring and Empathetic
- Communicating to Patients and Families
Conferences Training
- PRC-Patient Experience conference 2023
- Patient Experience-Bery1 Institute-March 2023 & 2017
- Frontline Leadership Program- 2021
- Beryl Board Member for Advocacy- Present/ 2 year term
- Hillcrest Foundations of Leadership training- 2017
- Certificate in Perinatal Palliative care 2016
- Next Generation Patient Experience- Dec 2015,2016 & 2018
- Six Sigma Yellow belt certified
- Health Care Fraud – Denver Health Aug 2007
- Trauma Conference (CTS) -Denver Health May & June 2007
- Minuchin Conference (Family Therapy) April 2007
- Critical Incident Stress Management (CISM) Training and Certificate March 2002
Degrees
- MBA
- MSW
- CPXP
Activities
- Women of Ardent: Generational Communication 2021
- Beryl Webinar: Patient experience Simulation lab 2018
- Temas en Tulsa 2016
- Spirit award May 2014
- Adjunct faculty of the year 2014-2015
- March of dimes 2008-present
- Hospitality House 2007-present
Volunteer Experience
- United Way, Tulsa, OK, 01/01/02, 05/01/04, Working with leaders in the community to grant various agencies around Oklahoma in funding and establishing programs. Meeting with agencies to learn about their programs, present their ideas to the directors of the United Way in order to create funding for the programs.
- South Peoria Neighborhood Foundation, Tulsa, OK, 01/01/03, 05/01/03, Volunteer coordinator for food bank, and advertise services offered at the Foundation. Work with various leaders from the community to write and propose grants.
References
References upon request
Certification
- Certified Patient Experience Professional (CPXP)
Languages
Spanish
Professional Working
Timeline
Manager of Patient Experience
Saint Francis Health System
06.2022 - Current
Manager of Patient Experience, Language Services and Patient & Family Relations
Hillcrest Medical Center
05.2016 - 05.2022
Patient Experience Coordinator
Hillcrest Medical Center
05.2015 - 05.2016
Adjunct Faculty
University of Oklahoma
08.2014 - 01.2015
Director of the SILAS program
Hillcrest Medical Center
05.2014 - 05.2017
MSW I
St Francis Hospital
07.2008 - 04.2010
Bilingual Medical Social Worker
Hillcrest Medical Center
01.2008 - 05.2015
Bilingual Social Worker
University of Oklahoma
08.2007 - 12.2007
MBA - Healthcare Administration
Southern Nazarene University
CPXP -
Beryl Institute
MSW -
University of Denver
BSW -
Oral Roberts University
Universidad de Salamanca