Ryan Pierce
Raleigh,NC
Summary
Results-driven professional focused on employee training and process improvement within healthcare. Proven ability to analyze feedback trends and implement impactful training programs that enhance patient-centered communication and overall service excellence.
Overview
23
23
years of professional experience
Work History
Patient Experience Coordinator
Trillium Health
Rochester, New York
11.2024 - 07.2026
- Coached staff and leaders on communication and service excellence, enhancing overall patient experience.
- Delivered training on patient-centered communication and customer experience best practices.
- Collaborated with organizational leaders to identify performance gaps and create targeted education initiatives.
- Analyzed employee and patient feedback trends to recommend targeted training interventions, enhancing service delivery.
- Developed training resources, policies, and procedures; presented actionable recommendations to leadership.
- Conducted onboarding compliance and quality training for over 150 employees annually.
- Presented findings and recommendations to leadership teams, supporting organizational decision-making and workforce development.
- Served as subject matter expert and coach for staff across multiple departments.
- Increased patient feedback documentation by 300%, which led to strategic initiatives.
QA Support Specialist/Investigator
Heritage Christian Services
Rochester, New York
01.2013 - 10.2024
- Assessed organizational trends and audit findings to identify training needs.
- Produced reports and recommendations that shaped workforce development initiatives.
- Designed and facilitated training programs to enhance compliance and quality improvement.
- Delivered instructor-led training sessions to staff and leadership teams.
- Created educational materials to boost employee understanding and adherence to policies.
Residence Manager/Assistant Manager/Resident Counselor
Heritage Christian Services
Rochester, New York
12.2003 - 12.2012
- Delivered direct support to adults with physical and developmental disabilities.
- Led staff to deliver high-quality care for individuals served.
- Coordinated staff schedules, enhancing safety and support for individuals served.
- Provided coaching and performance feedback to staff.
- Scheduled and facilitated bi-weekly staff meetings, providing training to improve team effectiveness.
- Built strong relationships with families and advocates.
Education
Bachelor of Arts - Community And Human Services
Empire State University
Rochester, NY06-2023
Associate of Science - Human Services
Genesee Community College
Batavia, NY06-2004
Skills
- Patient Advocacy
- Training development
- Data analysis
- Process improvement
- Strategic Thinking
- Relationship Development
- Process improvement
Timeline
Patient Experience Coordinator
Trillium Health
11.2024 - 07.2026
QA Support Specialist/Investigator
Heritage Christian Services
01.2013 - 10.2024
Residence Manager/Assistant Manager/Resident Counselor
Heritage Christian Services
12.2003 - 12.2012
Bachelor of Arts - Community And Human Services
Empire State University
Associate of Science - Human Services
Genesee Community College