Summary
Overview
Work History
Education
Skills
Affiliations
Personal Interests
Timeline
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Sue Kolanowski

Hastings,MI

Summary

Experienced senior leader with a proven track record of exceeding expectations, maximizing human capital, and influencing organizational change. Seeking an opportunity to utilize my talents to positively impact both associates and customers, while improving the bottom line and fulfilling the mission of the organization.

Overview

18
18
years of professional experience

Work History

Consumer Experience Director

Ascension Michigan
03.2022 - 08.2023
  • CX senior leader for the system's largest market; role encompassed service excellence, patient relations, and language services for hundreds of care center locations and more than 20,000 associates.
  • Quickly selected and developed the first ever state level CX team, two managers and four specialists. Using both a people first and system mentorship approach, the team quickly became high performing.
  • Authored and led market level CX strategy, including unifying theme and creation of executive roundtable.
  • Working with clinical leadership, crafted Emergency Departments "Kind and Quick" call to action plan fueling a 5+ point, system leading Net Promoter Score (NPS) improvement.
  • Successfully implemented and integrated both Salesforce application and a new language services vendor for the market.

Patient Experience Manager

Ascension Borgess
06.2019 - 03.2022
  • Using both short- and long-term strategy and tactics, 2021 NPS in system top ten for improvement.
  • Successfully retooled and integrated Patient and Family Advisory Councils into the market leading to new Voice of the Customer processes.
  • Created and developed Patient Experience 101 training for leaders and Living Our Values award recognition program.
  • Through reporting transparency and telling human connection stories, shifted patient relations to a proactive, service recovery oriented process.

Patient Experience Specialist

Spectrum Health Pennock
05.2013 - 06.2019
  • Created engaged, multi-disciplinary PX teams in key areas
  • Designed robust system of leader rounding for influence
  • Role included patient relations structure, process, and outcomes, as well as leadership of the Sleep Center
  • Led cultural and organizational change processes such as Laboratory "quick and kind" tactical, resulting in system leading patient satisfaction scores
  • Quickly increased Sleep Center volume and revenue 20% through people, process, place focuses

Human Resources Generalist

Spectrum Health Pennock
01.2006 - 05.2013
  • Role included talent acquisition spectrum, compensation analysis and recommendations, employee relations, leave of absence administration, and volunteer services leadership.
  • Improved talent acquisition process, resulting in improved candidate quality and faster time-to-fill ratios.
  • Reduced employee turnover by creating a comprehensive onboarding program for new hires.

Membership Services Director

Barry County Chamber Of Commerce

Human Resources Manager

Dayton-Hudson/Marshall Fields

Education

Bachelor of Arts - English Literature

Alma College
Alma, MI

Master of Arts - Organizational Leadership

Aquinas College
Grand Rapids, MI

Skills

    Change leadership

    Relationship building

    Maximizing strategic value

    Story telling

Affiliations

  • Women's Giving Circle of Barry County - founding and organizing member
  • Board of Trustees and Committee Chair- Hospitality House of SW Michigan
  • Various boards and committees in Barry County, including Hastings Public Library and Hastings Educational Enrichment Foundation

Personal Interests

Running, tennis, travel, reading, Corgis, wife and mother.

Timeline

Consumer Experience Director

Ascension Michigan
03.2022 - 08.2023

Patient Experience Manager

Ascension Borgess
06.2019 - 03.2022

Patient Experience Specialist

Spectrum Health Pennock
05.2013 - 06.2019

Human Resources Generalist

Spectrum Health Pennock
01.2006 - 05.2013

Membership Services Director

Barry County Chamber Of Commerce

Human Resources Manager

Dayton-Hudson/Marshall Fields

Bachelor of Arts - English Literature

Alma College

Master of Arts - Organizational Leadership

Aquinas College

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Sue Kolanowski