Michelle Michaelis
Saxonburg,USA
Summary
Experienced collaborative leader skilled in promoting an engaged and empowering work culture. Proven track record of building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with a talent for team building, leadership, and motivation. Strong customer relations aptitude and adept at building relationships. Demonstrates proficiency in independent decision-making and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Patient Experience
UPMC Passavant Hospital
05.2020 - 08.2024
- Provided strategic leadership in the development and implementation of a service driven culture and provided support to patient and employee experience initiatives
- Collaborated with internal and external stakeholders to design and implement training related to the patient experience
- Drove operational efficiency through data-driven decision-making processes through Press Ganey, leveraging analytics tools for informed strategy development.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Partnered with Center for Quality, Safety and Innovation to develop annual plan leveraging data to improve the patient experience through formal and measurable outcomes.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Manager, Patient Relations
UPMC Passavant Hospital
03.2018 - 05.2020
- Lead Hospital Patient and Family Advisory Council
- Member of 10 hospital-based councils, including employee experience council
- Served system lead for Patient Experience
- Served as the Section 504 and 1557 Disability Coordinator
- Focused on ensuring compliance under regulatory bodies for the DOH and JACO
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Assisted with Labor Pool Coordination during COVID-19 Pandemic
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Patient Relations Coordinator
UPMC Passavant Hospital
07.2016 - 03.2020
- Liaison between patients and all departments to resolve complaints
- Participant in customer service activities for the hospital
- Participant on the Nursing Support Committee, Resource Nurse Workshop, Food Services Committee, Patient Experience Committee, Patient Family Advisory Council and lead the Grievance Committee
- Active member of the Society of S.W.PA Patient Representatives
- Provided oversight for new patient rounding program, ParlaiQ
Volunteer, Patient Relations Department
UPMC St. Margaret
03.2015 - 07.2016
- Achieved over 560 service hours
Case Manager/Assistant Director
Perseus House
01.2013 - 08.2014
Education
Master of Arts - PSYCHOLOGY, FOCUS ON INDUSTRIAL AND ORGANIZATIONAL PSYCHOLOGY
CAPELLA UNIVERSITY
09.2024
BA - psychology
edinboro university of pennsylvania
edinboro, pa01.2011
High School Diploma -
knoch high school
saxonburg, pa01.2006
Skills
- Team Leadership
- Time Management
- Complex Problem-Solving
- Verbal and written communication
- Customer Relationship Management (CRM)
- Performance Management
- Staff Development
- Teamwork and Collaboration
- Problem Resolution
- Adaptability and Flexibility
- Managing Operations and Efficiency
References
- Colleen Tanner, Quality Manager, UPMC Passavant, Crimson Court, Cranberry Township, PA, 16066, 412-287-0471
- Anthony Savannah, President & CEO - Passavant Hospital Foundation, Pittsburgh, PA, 15237, 412-748-5788
Certification
CPXP - Certified Patient Experience Professional, Patient Experience Institute, April 2024 - April 2027
Timeline
Manager, Patient Experience
UPMC Passavant Hospital
05.2020 - 08.2024
Manager, Patient Relations
UPMC Passavant Hospital
03.2018 - 05.2020
Patient Relations Coordinator
UPMC Passavant Hospital
07.2016 - 03.2020
Volunteer, Patient Relations Department
UPMC St. Margaret
03.2015 - 07.2016
Case Manager/Assistant Director
Perseus House
01.2013 - 08.2014
Master of Arts - PSYCHOLOGY, FOCUS ON INDUSTRIAL AND ORGANIZATIONAL PSYCHOLOGY
CAPELLA UNIVERSITY
BA - psychology
edinboro university of pennsylvania
High School Diploma -
knoch high school
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