Melissa Bussey
Patient Advocate
Chandler,AZ
Summary
Knowledgeable and dedicated patient experience professional with extensive career in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with patients, visitors and associates. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and creating a world-class experience for patients and their families .
Overview
4
4
years of post-secondary education
14
14
years of professional experience
Work History
Customer Experience Specialist
OhioHealth Marion General Hospital
Marion, Ohio
01.2018 - 05.2021
- Strategic partner responsible for leading the development, coordination, execution, and management of organizational initiatives, education/training, and continuous improvement efforts to enhance the customer experience and organizational performance leveraging Lean, Change Management, and other leading improvement approaches for inpatient, outpatient and emergency department units.
- Data analysis of Press Ganey scores and other performance indicators; report with suggestions for improvement and best practices
- Round and coach clinical teams to create a world class experience across all touch points and interactions for patients, families, providers and associates through leadership/cultural engagement, service excellence, and continuous improvement.
- Responsible for the intake, investigation, resolution and documentation process of customer inquiries, concerns and grievances. Coordinates care site specific grievance meetings to ensure regulatory compliance.
Customer Loyalty Specialist
OhioHealth Riverside Methodist Hospital
Columbus, Ohio
06.2016 - 01.2018
- Responsible for the intake, investigation, resolution and documentation process of customer inquiries, concerns and grievances brought to the attention of the Customer Experience office via telephone, in person, or in writing using active listening/crisis communication skills, HEART model, etc.
- Investigated, routed or resolved customer inquiries and concerns by gathering pertinent information and contacting key stakeholders to achieve mutually satisfactory resolution with customers.
- Maintained hospital-wide complaint database and ensures all concerns have been addressed.
- Coordinated operations for system programs, including associate reward and recognition and service recovery amenities
- Presented a caring, positive image of the care site and Customer Experience department to patients, families, visitors and associates.
Patient Experience Specialist
Ohio State University Wexner Medical Center
Columbus, Ohio
11.2014 - 06.2016
- Facilitated communication between clinical team members and 250 patients weekly to ensure expectations of care are met.
- Addressed and resolved patient concerns and grievances to increase patient satisfaction within the emergency department and with the psychiatric hospital.
- Presenter for new associate orientation meetings to emphasize the importance of Patient Experience in all roles.
- Coach staff and facilitate in better patient/staff relations when there was conflict.
- Train and assist new Patient Experience team members become acclimated to the department and their role.
- Wrote and awarded a Service Board Grant for $5500 to provide enhanced communication in the emergency department lobby.
Psychiatric Care Technician
Ohio State University Harding Hospital
Columbus, Ohio
11.2013 - 11.2014
- Provided direct patient care to ensure patient safety and wellness while providing emotional support.
- Facilitated communication between patients and their care team.
- Assessed clients upon admission and discharge to hospital; took blood draws for labs.
Pharmaceutical Sales Representative
Whitehall - Robins
Oklahoma City, Oklahoma
08.1995 - 09.2001
- Called on physician practices to educate physicians and staff on drug use, benefits, dosage and risks while ensuring the office had an adequate sample supply.
- Submitted weekly and monthly reports detailing product popularity and potential business opportunities.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
- Functioned independently to ensure timely and frequent visits to build client relationships.
Education
Bachelor of Arts - Journalism
Oklahoma Baptist University
Shawnee, OK 08.1986 - 05.1990
Skills
Complaint resolution
Timeline
Customer Experience Specialist
OhioHealth Marion General Hospital
01.2018 - 05.2021
Customer Loyalty Specialist
OhioHealth Riverside Methodist Hospital
06.2016 - 01.2018
Patient Experience Specialist
Ohio State University Wexner Medical Center
11.2014 - 06.2016
Psychiatric Care Technician
Ohio State University Harding Hospital
11.2013 - 11.2014
Pharmaceutical Sales Representative
Whitehall - Robins
08.1995 - 09.2001
Bachelor of Arts - Journalism
Oklahoma Baptist University
08.1986 - 05.1990
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