JESSICA R. SPACK
Breinigsville,PA
Summary
Highly skilled healthcare leader with more than 20 years of healthcare & leadership experience. Significant expertise in strategic planning, operational management, and team leadership. Demonstrated ability to drive growth via innovative solutions and proactive leadership style. Strengths include strong interpersonal skills, business acumen, and commitment to fostering positive organizational and team culture. Notable impact includes development of a highly recognized team for improvements in customer experience and operational efficiencies. Deeply passionate about creating positive and equitable care for all patients.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Administrator, Patient Experience
LEHIGH VALLEY HEALTH NETWORK
Allentown, PA
07.2023 - Current
- Achieved year-over-year improvement in Patient Experience (NPS) performance by creating a network-wide strategic plan, improvement structure, and standards.
- Primary point of contact with network senior leaders to prioritize and execute 3 - 5 year strategic plans and annual improvement plans.
- Responsible for coaching, mentoring, and guiding the Patient Experience team on best practices, strategic plan execution, relationship management, and project management.
- Creates, executes, evaluates, and adjusts short and long-term team and divisional goals, strategies, and vision.
- Maintained operational functions of the team, including HR, finance, coaching, and development.
- Developed and implemented customer-centric strategies to improve customer experience.
- Established framework for patient journey mapping and patient family advisory groups.
- Created, maintained, and monitored service level agreements for vendors.
- Established processes to track customer feedback and analyze trends in order to develop better strategies for improving customer experience.
Director, Patient Experience
Lehigh Valley Hospital and Health Network
Allentown, PA
10.2021 - 07.2023
- Established team dedicated to improving patient satisfaction across a large health system.
- Expanded team size to 16 full-time employees within six months
- Developed a team of skilled experts in patient experience data reporting, analysis, and improvement project implementation.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Conceptualizes and implements both short and long-term goals
- Supported HR, Finance, and Development operations for the team
- Managed budgeting and financial planning processes for the organization.
- Coordinated resources across departments to maximize productivity levels.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Monitored market conditions and competitor activities to inform business decisions.
- Served as a public spokesperson at industry events or conferences.
- Prepared presentations for board meetings summarizing key developments within the company.
Sr. Continuous Improvement Project Manager, Organizational Effectiveness
07.2018 - 10.2021
- Lead project management teams through improvement projects utilizing Lean Six Sigma tools and methodology to improve access, patient flow, and financial performance.
- Lead continuous improvement team in administration and utilization of portfolio management tools and standards.
- Facilitated the achievement of network goals and business strategies
- Responsible for departmental continual improvement
- Implemented and assessed both immediate and future goals
- Worked closely with stakeholders across all levels of the organization to drive change initiatives.
- Created detailed project plans outlining scope, timelines, resource requirements, and budget constraints.
- Developed and implemented process improvement projects to reduce costs, increase productivity, and improve customer service.
- Conducted data analysis to identify trends and opportunities for process improvement.
- Collaborated with cross-functional teams to develop solutions that meet business objectives.
- Created training materials and conducted workshops on Lean Six Sigma principles and tools.
- Developed strategies to ensure sustainability of process improvements over time.
Project Manager, Organizational Effectiveness
01.2016 - 07.2018
- Managed various performance improvement projects related to patient experience, access, patient flow, and operations.
- Effectively organized and communicated project plan, outcome requirements, and schedule to all stakeholders.
- Conducted operations improvement projects utilizing Lean Six Sigma methodology.
- Utilized change, risk, and resource management principles.
- Developed and maintained project plans, timelines, and budgets.
- Managed multiple projects with competing deadlines simultaneously.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Advised other departments on best practices related to managing large-scale projects.
Business Analyst, Organizational Effectiveness
01.2016 - 01.2016
- Performed data analysis of organizational business metrics.
- Managed various performance improvement projects related to patient experience, access, patient flow, and operations
- Worked with senior leadership to review and assess team goals to ensure the team is meeting organizational needs.
- Developed, validated, maintained, and analyzed financial benefits.
- Managed network-wide Project and Portfolio Management system deployment
- Developed financial models and forecasts to support business decisions.
- Performed cost-benefit analysis of proposed changes to business processes.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Identified gaps between current state and desired future state operations.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
Clinical Data System Analyst, LVPG Patient Experience
01.2014 - 01.2016
- Performed and managed all patient satisfaction data analysis and reporting
- Developed and implemented various performance improvement projects related to patient experience, access, patient flow, and operations
- Worked with senior leadership to review and assess team goals in order to meet organizational needs
- Lead the training and implementation of a network-wide patient experience improvement program to physicians and staff
- Developed and implemented a provider communication improvement program that incorporated ongoing data monitoring
Clinical Data System Analyst, LVPG Operations
01.2012 - 01.2014
- Lead a team comprised of representation of over 5 network departments to develop, review and meet Meaningful Use requirements for all LVPG providers
- Developed a standard workflow for the CMS Meaningful Use program for a 1,000+ member multi-specialty physician group
- Trained staff and providers on all quality initiative requirements and processes
- Developed a standard tracking and reporting system for CMS Meaningful Use physician registration, attestation, participation, and financial data
- Facilitated the creation of a standard quality initiative selection and project prioritization protocol
- Developed a standard CMS audit review process and standard documentation for audit submissions
- Communicated program requirements, changes, education, and performance to leadership, provider members, and key stakeholders
Clinical Affiliates Coordinator, LVHN Office of Student Affairs
01.2010 - 01.2012
- Coordinated approximately 2,500 student experience requests at LVHN per year
- Developed and implemented a standard orientation registration process using online resources for students and instructors
- Provided orientation and LVHN safety and policy education to students and instructors
- Streamlined the registration process with internal departments to ensure proper student placement and requirement completion
- Developed and implemented a student feedback questionnaire for program and performance improvement
- Worked with key internal departments to improve the student ID badge process, saving approximately $7,000 per year
- Implemented a review protocol with HR for students with positive criminal history reports
Quality Improvement Coordinator, LVPG Quality & Patient Safety
01.2006 - 01.2010
- Coordinated quality improvement initiative planning efforts and implementations
- Budgeted and tracked all Physician Quality Reporting Initiative payments from CMS to LVPG physician practices
- Gave regular monthly presentations for new staff and physician hires on LVPG Quality programs and Performance Improvement efforts
- Collaborated with key departments on the planning and implementation of electronic prescribing in LVPG physician practices
- Led education efforts for various quality improvement initiatives and new process roll-outs
- Designed and built an LVPG Physician Orientation database to track new physician hires
Education
MBA - Project Management
De Sales University
Coopersburg, PABS - Business Administration & Healthcare Management
Cedar Crest College
Allentown, PASkills
- Operations Oversight
- Strategic planning and execution
- Team Leadership
- Process Improvement
- Performance Improvements
- Leadership training
- Employee Development
- Hiring and Onboarding
- Operational Efficiency
- Performance Analysis
- KPI Tracking
- Program Administration
- Customer Retention
- Customer Relations
- Budget Management
Certification
- Lehigh Valley Health Network, LSSBB, Lean Six Sigma Black Belt Certification
- Certified Patient Experience Professional (CPXP)
Affiliations
- LVHN Diversity, Equity & Inclusion Committee, Team Lead
- LVHN Young Professionals, Committee Member
- LVHN Service Ambassador, Committee Member
Timeline
Administrator, Patient Experience
LEHIGH VALLEY HEALTH NETWORK
07.2023 - Current
Director, Patient Experience
Lehigh Valley Hospital and Health Network
10.2021 - 07.2023
Sr. Continuous Improvement Project Manager, Organizational Effectiveness
07.2018 - 10.2021
Project Manager, Organizational Effectiveness
01.2016 - 07.2018
Business Analyst, Organizational Effectiveness
01.2016 - 01.2016
Clinical Data System Analyst, LVPG Patient Experience
01.2014 - 01.2016
Clinical Data System Analyst, LVPG Operations
01.2012 - 01.2014
Clinical Affiliates Coordinator, LVHN Office of Student Affairs
01.2010 - 01.2012
Quality Improvement Coordinator, LVPG Quality & Patient Safety
01.2006 - 01.2010
MBA - Project Management
De Sales University
BS - Business Administration & Healthcare Management
Cedar Crest College