Julie Bronson
MSN, RN, CNML, CPXP, CPHQ
Winter Garden,Florida
Summary
Nurse, Leader, Customer Experience, and Quality Professional. Dynamic Manager with expert team leadership, planning, and organizational skills built during successful clinical and leadership career. Passionate about building engaged teams, improving quality and processes, and providing excellent customer relationships.
Overview
22
22
years of professional experience
7
7
years of post-secondary education
Work History
Manager, Customer Experience
Orlando Health
Ocoee, FL
05.2019 - Current
- Optimize customer experience for all Orlando Health patients at two community hospitals and free-standing emergency department through strategy development, insight and feedback management, data analysis, coaching, onboarding, service recovery, and staff and provider engagement.
- Improved site customer experience ratings by 10% during tenure
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Performed statistical analyses to gather data for customer experience trends and organizational needs.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maximized performance by monitoring and mentoring team members.
- Applied customer feedback to develop process improvements and support long-term business needs.
Clinical Research Coordinator
Bioclinica
Orlando, FL
05.2016 - 05.2019
- Screened patient records, databases and physician referrals to identify prospective candidates for research studies.
- Principle Coordinator on 15 major pharmaceutical trials for Alzheimer's Disease
- Collected data and followed research protocols, operations manuals and case report form requirements.
- Worked with principal investigator and sponsors to facilitate daily trial activities and comply with research protocols.
- Coordinated clinical trials focused on disorders such as Alzheimer's Disease and Mild Cognitive Impairment (MCI).
- Participated in initiation visits and investigator meetings, implementing trials in accordance with study timelines and budgets.
- Led projects and analyzed data to identify opportunities for improvement.
Nursing Operations Manager
Orlando Health
Orlando, FL
06.2013 - 06.2016
- Supervised, directed and motivated high-quality performance from nursing staff.
- Investigated and independently resolved complaints from staff, physicians and patients by leveraging clinical judgment and unit management expertise.
- Developed strategy to target nursing and patient satisfaction issues, improve response and patient care quality and suggest actionable improvements to promote hospital-wide quality and safety initiatives.
- Fostered improvement in staff development, personnel training and standards of patient care.
- Promoted professional development opportunities to encourage nurses to pursue continuous training.
- Direct day-to-day administrative and operational functions for 48-bed orthopedic unit providing guidance and leadership to over 76 employees across more than 2 departments.
Registered Nurse, Various Positions
Orlando Health
Orlando, FL
01.2001 - 06.2013
- Assistant Nurse Manager Clinical Support Pool 2012-2013
- Assistant Nurse Manager Trauma ICU 2010-2013
- Clinical Nurse, ICU 2001-2013
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
- Trained new nurses in proper techniques, care standards, operational procedures and safety protocols.
- Maintained quality care and comfort for patients with multiple trauma and thermal injuries in 14 Bed ICU
Education
Master of Science - Nursing Administration
Western Governors University
Salt Lake City, UT 10.2020 - 04.2022
Bachelor of Science - Nursing
Marymount University
Arlington, VA 01.1995 - 08.1996
BA Psychology -
Shepherd University
Shepherdstown, WV 08.1986 - 05.1990
Skills
Strategy developmentundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Master of Science - Nursing Administration
Western Governors University
10.2020 - 04.2022
Manager, Customer Experience
Orlando Health
05.2019 - Current
Clinical Research Coordinator
Bioclinica
05.2016 - 05.2019
Nursing Operations Manager
Orlando Health
06.2013 - 06.2016
Registered Nurse, Various Positions
Orlando Health
01.2001 - 06.2013
Bachelor of Science - Nursing
Marymount University
01.1995 - 08.1996
BA Psychology -
Shepherd University
08.1986 - 05.1990
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