NICOLE R. EASON
Orlando,FL
Summary
Passionate and committed to making a difference in the current status the healthcare industry by advancing consumer-centric technology and initiatives. Over 5 years of experience in strategy, design, and multifaceted consumer relations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Manager
AdventHealth Orlando
06.2021 - Current
- Manage cross-functional collaboration of design, implementation, and sustainment of evidence-based experience strategy initiatives in a 1432-bed quaternary hospital impacting inpatient, ambulatory surgery, environmental services, and nutritional services service lines with over 30 leaders
- Engage, motivate, and lead department leaders to deliver on experience strategy initiatives including corporate experience standards and new consumer-centric technology
- Lead out on process improvement research, observations, quality assessments, and accountability performance review committees
- Present consumer-centered strategic recommendations and business cases to senior leaders and executives to influence campus direction and improvement planning
- Derive opportunities to design experience initiatives and operational improvements with service line directors to influence, coach, and support respective teams
- Participate in Central Florida Division South Region proofs-of-concept and pilots for consumer experience improvement
- Voice of the Customer Manager; reviews and addresses all patient and family complaints/grievances to ensure proper leadership follow-up and service recovery is provided
- Experience simulation facilitator for recent nurse graduates, LPNs, and experienced nurses
- Data analysis?
Consumer Experience Project Designer
AdventHealth - Central Florida Division South
05.2021 - 06.2021
- Designed and delivered experience strategy and communication training for leadership, physicians, and staff, which includes leadership development, statistical data analysis and interpretation, behaviors, and experience evidenced-based initiatives
- Managed the development and production of special media and marketing communication projects such as: regional Experience SharePoint website, service standard team engagement videos, and collateral for new experience initiatives
- Coordinated MyCare Folder processing and ordering for Central Florida Division South Region
- Oversight of over $1 million consumer-centered communication board replacement project impacting over 2,700 patient rooms across Central Florida Division South Region
- Led cross-functional relationships to update internal and consumer-facing experience content to align with AdventHealth branding guidelines
- Supported site-level experience leaders in developing and deploying influential experience projects by utilizing analytics, learning and performance improvement best practices, patient experience theories, clinical workflow, and empirical evidence to integrate and standardize across the region
- Coach for Experience Physician & Provider Coaching strategy program
Administrative Support Assistant
Orlando Veterans Affairs Medical Center
09.2017 - 04.2018
- Forecasted and obligated quarterly funds using Fiscal and Budget functions
- Managed and reconciled payments for five Orlando VA Medical Center Corporate facilities
- Prepared, reviewed, and submitted multi-million-dollar facility and regional contracts
- Oversaw onboarding of new administrative support assistants within section
- Created Maintenance & Operations Reference Guide with training guidelines and reference material
- Created purchase orders and reconciled charges with purchase cards via U.S. Bank
- Successfully led the 2017 Combined Federal Campaign (CFC) for this section
- Created campaign presentation for quarterly all staff meeting of over 200 people
- Delegated to prepare department binders for The Joint Commission site visit
- Committees: Energy Committee, Resource Management Committee, and Construction Health and Safety Committee
- Member of the Employee Engagement Workgroup (EEW); focuses on establishing new initiatives to promote a healthy and engaging environment for all Orlando VAMC employees
Advanced Medical Support Assistant
Orlando Veterans Affairs Medical Center
01.2016 - 09.2017
- Provided direct administrative assistance in a fast-paced environment to 10 outpatient clinics, duties included:
- Patients consult scheduling, insurance verification, and addressing customer service inquiries using the Veterans Information Systems and Technology Architecture (VISTA) and VA Computerized Patient Record (CPRS) systems
- Assisted with mentoring clerks, team huddles, and coordination with Supervisors and Team Coordinators
- Pulled daily assignments and distributed to clerks throughout clinics
- Aided with patient requests and concerns, effectively communicating any escalations to appropriate provider
- Blue Ribbon Recipient for excellence in VA customer service care
- This distinctive award was submitted on behalf of an Oncology/ Hematology Nurse who witnessed my connections with our veterans. One special experience was a veteran had to reschedule his bone marrow biopsy results appointment. I ensured his experience was handled with care, guidance, and patience. I rescheduled the appointment on the same day so he would not have to make multiple trips.
Education
Master of Science - Health Services Administration
University of Central Florida
12.2016
Bachelor of Science - Health Services Administration
University of Central Florida
05.2014
Skills
- Strategic planning, prioritization, and execution
- Data analytics and insights synthesis
- Consumer-centered technology and collateral design
- Excellent communication and presentation skills
- Stakeholder engagement and management
- Detail-oriented and exceptional organizational skills
- Proficient in Microsoft Suite (Teams, Word, Excel, PowerPoint, Publisher, Outlook, SharePoint), iMovie, Press Ganey, InDesign, PeopleSoft, Cerner, and Epic
Certification
Certified Patient Experience Professional
CPXP# Expires
Accomplishments
- Cross-functional design sessions
- Lost & Found improvement project
- Huron rounding design and launch
- MyChart Bedside contributer and launch
- other cool things
- Any improvements we can call out?
Timeline
Senior Manager
AdventHealth Orlando
06.2021 - Current
Consumer Experience Project Designer
AdventHealth - Central Florida Division South
05.2021 - 06.2021
Administrative Support Assistant
Orlando Veterans Affairs Medical Center
09.2017 - 04.2018
Advanced Medical Support Assistant
Orlando Veterans Affairs Medical Center
01.2016 - 09.2017
Master of Science - Health Services Administration
University of Central Florida
Bachelor of Science - Health Services Administration
University of Central Florida
Certified Patient Experience Professional
CPXP# Expires
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