Stephanie Davis
Fort Worth,TX
Summary
Skilled PX Professional with extensive background in academic medicine, large multispecialty organizations, and ACO/MCO’s Proficient in PX data reporting and implementation of PX initiatives across large health systems Passionate advocate on the holistic improvement of the entirety of the human experience
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Patient Experience and Clinical Safety Specialist
Southwestern Health Resources
Farmers Branch, USA
03.2021 - Current
- Provides PX training and continuing educational resources for providers, member services, and patient outreach programs to over 7,000+ providers, and 300+ clinics
- Drove increased awareness to our clinical safety mechanisms and helps improve member and staff quality outcomes
- Increased total file submissions by 104% YOY within the safety learning system
- Managed relationships with external PX and clinical safety vendors – including completion of contracts, overseeing system upgrades, and am a direct liaison with vendor representatives for safety learning systems, PX data analytics companies to provide CAHPS & HOS information to the organization and contracts SWHR is affiliated with
- Engages in cross functional collaboration across teams to help collective improve top decile performance for our clinically integrated network by achieving 30% engagement rate with our PG enrolled practices over a 2-year time
- This additionally led to 34% of those practices receiving customized PX interventions
- Steers the PX performance goals for MA plan that covers over 14,000 lives in the DFW area, spanning over 13 counties – resulting in improvement in STAR score across multiple domains on CAHPS survey
- Created PX Reporting infrastructure of 300+ individual clinics and providers by designing actional reports, building a PX database to house and distribute insights on a monthly, quarterly, annual, and ad hoc basis
- Curated robust PX resource library materials for clinical and non-clinical staff – including innovate tools that provide a roadmap for patient experience transformation at the clinic and individual provider/staff level
- It is comprised of everything from provider self-assessments, crucial conversation interventions, communication and collaboration insights, and mindfulness practices
- Generates patient and provider facing PX materials across our CIN and external contracts, to improve patient and provider communication, to improve health outcomes
- Oversees HX platform, provides trainings, deployment of resources, and users development and management
- Generated CAHPS and HOS front line and leadership level sets and trainings- connecting the importance of high performance of star ratings to the individual role and to the organization
- Created and produced Top Performing Provider interviews, videos, and materials to share with CIN, to increase provider engagement and overall provider rating
- Led patient service recovery initiatives regarding patient concerns with GDPC letters, and conflict resolutions through regular telephone correspondence and check ins with CIN patients
- Achievements- Beryl Institute 2023 Grant Recipient for PX- highlighting the priceless work being done to engage with our organization and with our community affiliated providers to achieve maximum patient outcomes
- Press Ganey National Client Conference Presenter- February 2024- Will depict the recipe to key PX success for direct clinic engagement, and sustainability of PX initiatives
- Breaking the mold on cookie cutter ways of transforming PX, and tailoring the human experience to the individual clinic/provider
Manager of Patient Experience
UT Southwestern Medical Center
Dallas, USA
03.2019 - 03.2021
- Implemented process improvement strategies that align with organizational initiatives and industry best practices to improve PX Likelihood to Recommend Scores to the 90th percentile
- Increased overall performance for resulting in a 30+ clinics receiving awards for reaching the 90th percentile on a quarterly basis
- 1 clinic receiving the Pinnacle of Excellence Award from Press Ganey for performance excellence
- Provided service behavior trainings, coaching, and scripting to support the betterment of interdepartmental communications, and the optimal experience to patients we serve to 70 Ambulatory Clinics
- Engaged with ambulatory clinic nursing, medical and operation’s leadership to provide comprehensive assistance with data analysis, platform assistance, and skills execution
- Created reports for Inpatient Magnet redesignation certification project, resulting in the Magnet Redesignation in 2021
- Led Patient Experience discussions with cancer surviving patients that were a part our Patient and Family Advisory Council- from this this group, I created new patient experience specific staff training materials on how to better serve cancer patients and their families
- Executed the projection of a patient facing wait time dashboard, along with the creation of employee level dashboards to improve the patient’s perception of wait time in clinic successfully to our outpatient clinics
- Resulting to a significant reduction in dwell time from 20+mins to less 5mins in the waiting area
- Increased patient satisfaction scores to top decile performance
Clinic Staff Supervisor Adult Psychiatry
UT Southwestern Medical Center
Dallas, USA
12.2017 - 02.2019
- Managed the daily clinical operations of non-clinical staff and assists with provider relations of over 40 providers within the practice
- Maintained and enhances the patient experience of 1000 patients per week – and results increase in patient experience scores by 10% over 12 months
- Oversaw 100% of all patient experience relations, service recovery conversations, and provided conflict resolutions to our patients
- In person, virtually, and via telephone to ensure that there was follow through for each compliment, grievance, or growth opportunity from a patient perspective
- Implemented process improvement strategies that align with university initiatives and Press Ganey feedback by creating a virtual communication plan that kept providers safe, kept patients informed of real time delays, and ensured that all staff were on the same page
- From the communication plan, we had a reduction in escalation events, providers had
Surgical Services Billing Analyst
St David’s North Austin Medical Center
Austin, USA
05.2015 - 01.2017
- Audited accounts for billing accuracy and proper charge capture for over $1.5M monthly
- Managed new vendor equipment additives to database within the Central West Texas Division of HCA
- Maintained vendor and physician relationships for over 200 vendors and 400 physicians
- Coordinated directly with providers and patients to ensure that billing accuracy, so patients where only charged for the products utilized during their procedures
- This led to increased patients’ satisfaction scores, due to price transparency and accuracy, and having an advocate in their analyst
Maternal Fetal Medicine Office Coordinator
St David’s North Austin Medical Center
Austin, USA
03.2013 - 05.2015
- Assisted in the expansion of Fetal Medicine service line growing from an average of 3,400 patients to 6,300 patients annually
- Uphold the facilities financial right-offs for uninsured patients, cosmetic surgeries, and un-collectible debts in over $500K monthly
- Provided proactive patient experience support to high-risk pregnancy patients, as well as mammography, and breast cancer patient support groups
- Orchestrated 100% of all patient experience needs -from transportation issues, insurance questions, financial assistance, special accommodations (language, hearing, or vision assistance) leading to the clinic being rated #1 in Central Texas as for mother and baby care
Interim Facility Financial Counselor & Auditor
St David’s North Austin Medical Center
Austin, USA
03.2012 - 03.2013
- Administered pre-Joint Commission facility wide audits to ensure 100% Medicaid/Medicare compliance across the facility for over 200 patients daily
- Provided all aspects of patient access functions during the registration process
- Reported detailed financial positions updates directly to the CFO and Administration which outlined current collection forecast and goals for the organization
- Spearheaded a patient experience program that connected lower income patients with significantly reduced payments options, or in some cases, found them health grants that would cover the cost of long term potentially terminal illness such as cancer
- This created an increase in patient health outcomes, since patients could focus on healing without the worry of significant costs of care
Labor and Delivery & ER Registrar/ Medical Assistant
St David’s North Austin Medical Center
Austin, USA
03.2011 - 03.2012
- Registered patients, while ensuring data accuracy
- Verified Insurance and helped patients obtain plans if needed
- Explained patient benefits and acted as patient advocate
- Vitalized patients, treated basic wound care, cleaned patients, and sanitized patient areas
- Oversaw the patient satisfaction, as well as service recovery efforts of over 2000+ patients a month , resulting in patients rating the hospital one of the Best Hospitals in America , and the Malcom Baldrige Award in Performance Excellence
Education
Master of Business Administration - Management
Concordia University - Texas
Austin, TX04.2018
Bachelor of Art - Healthcare Administration
Concordia University - Texas
Austin, TX05.2014
Skills
- Microsoft Office
- Teams
- Excel
- Redcap
- Press Ganey platforms
- Power Bi
Certification
- CPXP, Completed
- CPPS, In Progress
Leadership Experience
- Co-Chair, Patient Education Committee, Dallas, TX, 2021
- Member, Women’s Business Resource Group, Dallas, TX, 2020-2021
- Cohort Member, Aspiring Leaders, Dallas, TX, 2019-2020
- Member, Patient Experience Committee, Dallas, TX, 2018-2019
- Member, Employee Advisory Group, Austin, TX, 2016-2017
- President, Diversity Ambassadors, Austin, TX, 2008-2010
- Vice President, Women of Influence, Austin, TX, 2008-2010
Timeline
Senior Patient Experience and Clinical Safety Specialist
Southwestern Health Resources
03.2021 - Current
Manager of Patient Experience
UT Southwestern Medical Center
03.2019 - 03.2021
Clinic Staff Supervisor Adult Psychiatry
UT Southwestern Medical Center
12.2017 - 02.2019
Surgical Services Billing Analyst
St David’s North Austin Medical Center
05.2015 - 01.2017
Maternal Fetal Medicine Office Coordinator
St David’s North Austin Medical Center
03.2013 - 05.2015
Interim Facility Financial Counselor & Auditor
St David’s North Austin Medical Center
03.2012 - 03.2013
Labor and Delivery & ER Registrar/ Medical Assistant
St David’s North Austin Medical Center
03.2011 - 03.2012
Bachelor of Art - Healthcare Administration
Concordia University - Texas
Master of Business Administration - Management
Concordia University - Texas