Misti Maynard
Madison,AL
Summary
Experienced leader skilled in team building, coaching, change management, and achieving results through innovative solutions. Proven ability to enhance the patient experience and increase staff retention. Adept at developing new initiatives that create value for stakeholders. Patient-centric and visionary strategist with a track record of translating objectives into measurable results. Effective in facilitating collaboration between internal units for continuous improvement. Open to relocation opportunities.
Overview
9
9
years of professional experience
Work History
Director of Patient Experience & Patient Advocacy
Crestwood Medical Center
03.2024 - 03.2025
- Reported to CNO, facilitated initiatives to drive significant improvements in patient satisfaction and care quality
- Lead strategy to enhance communication, responsiveness, and patient care, improving HCAHPS scores from the 6th percentile to the 44th percentile in 6 months
- Facilitated cross-functional collaboration with interdisciplinary teams to implement new patient experience protocols of staff engagement, service excellence, and feedback mechanisms
- Created BEE Award and supported DAISY Award programs
- Developed and delivered staff training on programs that emphasized empathy, active listening, communication, and personalized care
- Leveraged data analytics to identify key areas for improvement, optimizing patient flow, and reducing ER and PACU hold times
- Established a culture of continuous improvement with physicians and nursing staff by fostering open communication channels
- Resolved patient healthcare concerns and grievances as the Patient Advocate for patients and families
- Collaborated with Safety and Risk, conducting thorough investigations against the hospital, providers, and staff with timely resolutions in compliance with CMS regulations
- Organized events focused on celebrating healthcare milestones such as Patient Experience Week and Nurses Week, boosting staff morale and enhancing patient experiences
Training Lead, Organizational Change Management
Community Health Systems (CHS)
01.2019 - 02.2024
- Supported Senior Leadership change management initiatives to launch the CHS Shared Business Operations (SBO)- a multi-year initiative to simplify, modernize and standardize support functions (Finance, Supply Chain, Human Capital) across 79 hospitals and corporate enabled by the ERP System- Oracle
- Planned and executed SBO improvement projects cross-departmentally by defining project scopes, timelines, and resource requirement and monitored throughout the project lifecycle
- Identified training needs, and developed and refined learning assets for end-users
- Applied in-depth knowledge of data and conducting root cause analysis to recommend and implement training process improvements
- Analyzed data and key performance indicators (KPIs) for effectiveness
Manager of Employee Engagement
Community Health Systems (CHS)
01.2019 - 02.2024
- Collaborated with corporate C-Suite, Regional Presidents, and Regional HR Directors on deploying programs, tools, and processes that support team effectiveness, employee and provider engagement, improved performance, and culture curation
- Project lead for annual administration of Employee, Hospital Physician, and Clinic Physician surveys
- Managed daily project operations, data analysis, and employee and provider engagement deliverables for 79 hospitals with affiliated HOPDs, ASCs, and FSEDs across 15 states
- Managed engagement survey vendor relationship, and initiated improvements which resulted in greater efficiency and cost reductions- dashboard creation and redesigned new account provisioning process for end users
- Applied in-depth knowledge of data to recommend and implement new approaches to improve decision making capabilities
Patient Experience Advisor
Community Health Systems (CHS)
01.2019 - 02.2024
- Oversight of the key components of Community Cares based on Studer Group principles to develop goals, objectives, and strategic direction for Patient Experience
- Provided expertise in the application of patient-centric strategies to hospital C-suite on achieving service and operational excellence, behaviors, and techniques that enhance the patient experience by standardizing well-organized, efficient, and reliable workflows that prioritize patient safety, quality care, and an enhanced patient experience
- Managed PX Champions for 43 hospitals within assigned regional territory covering five states
- Supported underperforming hospitals to collaborate with CNO and unit leaders on process improvement; onboarded and trained new PX Champions at hospital level
- Subject matter expert in CAHPS and CMS regulations
- Managed processes of analysis, reporting, and distribution of survey data utilizing Press Ganey
- Organized events focused on celebrating healthcare milestones such as National Hospital Week and Patient Experience Week, boosting staff morale and enhancing patient experiences.
Client Project Manager - Patient Experience Business Unit
Press Ganey
07.2017 - 12.2018
- Served as project manager for ~200 unique facilities, including acute care facilities, ambulatory surgery centers, outpatient diagnostic centers, and outpatient clinics
- Managed simultaneous CAHPS survey projects with various delivery methodologies: phone, mail, and digital- each with their own setup requirements and programming protocols
- Subject matter expert in CAHPS (HCAHPS, CG-CAHPS, MIPS, OAS CAHPS, & HHCAHPS) and CMS regulations
- Used data driven decision methodologies to develop goals, objectives and strategic direction for Patient Experience based on interpretation of clients' strategic initiatives and policies
- Critically evaluated and identified trends/ risks for process improvement
- Collaboration within Client Services, Implementation, Sample Processing, CAHPS Compliance, Process Improvement, Call Center, and Development Operations
- Coordinated the development and delivery of training for end users on access to the PG portal, interpretation of data, and use of the patient experience survey data
- Served on a cross-functional project team to identify metrics and created and implemented action plans
- Acquired from HealthStream
Product Success Manager- Simulation and Resuscitation
Healthstream, Inc.
08.2016 - 07.2017
- Served as product success manager for a simulation and resuscitation product: HeartCode (HC), a virtual simulation and a hands-on resuscitation model for Basic Life Support and Advanced Cardiovascular Life Support
- Managed and created strategy for Veterans Health Administration (VHA) totaling $4m annual revenue and 140 facilities
- Provided on-site training and webinars for HeartCode implementation or retraining to achieve 100% product utilization and improve completion success rates
- Data analysis and report creation for VHA and HealthStream executives with recommendations to improve utilization rates
- Presented monthly to VHA Executive Leadership on data analysis progression, best practices, and identified potential obstacles to goal achievement
Education
MBA - Healthcare Management
Western Governors University
Bachelor of Science - Cum Laude Distinction
Middle Tennessee State University
Skills
- Strategic Planning
- Decision-making
- Data Analysis Expertise
- Process Improvement
- Leadership Training
- HIPAA Compliance
- Patient Advocacy
- CAHPS
- KPIs
Timeline
Director of Patient Experience & Patient Advocacy
Crestwood Medical Center
03.2024 - 03.2025
Training Lead, Organizational Change Management
Community Health Systems (CHS)
01.2019 - 02.2024
Manager of Employee Engagement
Community Health Systems (CHS)
01.2019 - 02.2024
Patient Experience Advisor
Community Health Systems (CHS)
01.2019 - 02.2024
Client Project Manager - Patient Experience Business Unit
Press Ganey
07.2017 - 12.2018
Product Success Manager- Simulation and Resuscitation
Healthstream, Inc.
08.2016 - 07.2017
MBA - Healthcare Management
Western Governors University
Bachelor of Science - Cum Laude Distinction
Middle Tennessee State University
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