RUBIA SCHMADER
Cranberry Township,PA
Summary
Hospital and healthcare leader specializing in patient experience, service recovery, cultural transformation, and frontline staff engagement. Known for high-energy leadership, strong cross-functional relationships, and exceptional communication with patients, families, and clinical teams. Experienced in HCAHPS reporting, hospital operations, and team management across food service, environmental services, and patient ambassador programs. Brings a hospitality mindset, executive reporting experience, and compassion-driven service philosophy.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Director of Patient Experience
Compass One Healthcare
Pittsburgh, PA
11.2023 - Current
- Lead all patient experience programs across units.
- Manage Patient Ambassadors and collaborate with nursing, EVS, and food service.
- Oversee HCAHPS reporting and improvement plans.
- Build recognition programs and staff engagement activities.
- Developed and implemented strategic initiatives to enhance the patient experience across multiple departments.
- Collaborated with cross-functional teams to align patient care processes with organizational goals.
Patient Experience Manager
Morrison Healthcare
Pittsburgh, PA
10.2021 - 11.2023
- Rounded on 800+ patients per week to improve satisfaction.
- Led rapid service recovery efforts.
- Developed action plans and supported unit leadership.
- Conducted weekly patient rounding to assess satisfaction levels and identify areas for improvement.
- Implemented patient feedback mechanisms to gather insights and enhance service delivery.
Executive Assistant
One Planet Corporation
2020 - 2021
• Supported CEO and CFO with scheduling, communications, and reporting
• Managed AP/AR in QuickBooks and prepared weekly financial reports
• Coordinated client communications and internal action items
Executive Assistant
Nidec Vamco
2019 - 2020
• Managed schedules, travel, and reporting for senior leadership
• Coordinated project management activities and corporate initiatives
• Represented company products at international trade fairs
Executive Assistant
Yates Electric
2018 - 2019
• Managed invoices, receivables, and client communication
• Maintained project tracking and database records
Education
Graduate Course - Environmental Management & Sustainability
University Center of Brazil
Brazil01.2015
B.S. - Business Management (Tourism Minor)
Federal Fluminense University
Brazil01.2010
Skills
- Healthcare
- Service orientation
- Performance improvement
- Innovation and creativity
Patient Experience Leadership
HCAHPS Reporting & Action Plans
Patient Relations & Service Recovery
Cross-Functional Operations
Staff Engagement, Coaching & Recognition
Conflict Resolution & De-escalation
Hospital Rounding & Family Interaction
Executive Reporting & Presentations
Multilingual Patient Support
Microsoft Office Suite
Certification
- Harvard ManageMentor
- Spark Leadership
- FARE Allergy Certification
Languages
Spanish
Professional Working
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Director of Patient Experience
Compass One Healthcare
11.2023 - Current
Patient Experience Manager
Morrison Healthcare
10.2021 - 11.2023
Executive Assistant
One Planet Corporation
2020 - 2021
Executive Assistant
Nidec Vamco
2019 - 2020
Executive Assistant
Yates Electric
2018 - 2019
Graduate Course - Environmental Management & Sustainability
University Center of Brazil
B.S. - Business Management (Tourism Minor)
Federal Fluminense University