KLUBO SUBAH SMITH
Leesburg,VA
Summary
Dynamic and results-driven executive with over 15 years of leadership experience in healthcare and finance. Adept at driving patient and customer experience initiatives, fostering strategic partnerships, and leading high-performing teams. Expertise in operational excellence, budgeting, compliance, and workforce development. Passionate about cultivating a culture of engagement, quality, and service excellence to enhance organizational success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager, Inpatient Operations – Acute Care Unit-6B
INOVA Mount Vernon Hospital
Alexandria, VA
03.2023 - Current
- Operational Leadership: Partner with the Clinical Director to drive system initiatives and streamline unit operations
- Productivity & Workforce Management: Oversee Productivity Cost Reports (PCR), optimize FTE allocation, and ensure alignment with staffing grids
- Staffing & Scheduling: Manage Smart Square scheduling, payroll, and time tracking in Kronos for accuracy and efficiency
- Culture & Engagement: Foster a high-integrity workplace through coaching, mentoring, and one-on-one check-ins
- Patient Experience & Quality: Lead improvement initiatives, implement best practices, and track performance outcomes
- Compliance & Documentation: Ensure accreditation readiness by managing staff files, licenses, certifications, and documentation standards
- Administrative Oversight: Supervise the Nursing Admin Support Team to ensure seamless hospital-wide support
Director, Patient Experience & Volunteer Services
University of Maryland Rehab & Orthopedic Center
Baltimore, MD
02.2019 - 08.2021
- Led patient experience programs, aligning leadership and staff on strategic priorities
- Led the implementation of the WayFind Patient Signage Project, improving hospital navigation and patient experience
- Improved patient satisfaction through coaching, training, and leadership development
- Chaired key committees and led the establishment and management of the Patient Advisory Council, fostering communication between patients, families, and hospital leadership
- Managed patient advocacy, ensuring timely resolution of complaints and regulatory compliance
- Collaborated with executives, physicians, and HR to integrate service excellence into training and performance
- Led service excellence training and managed patient experience software including Leadership Evaluation Management (LEM) and Patient Call Manager (PCM)
- Analyzed patient survey data and oversaw hospitality vendor operations
Patient Experience Lead
Cooper University Hospital
Camden, NJ
04.2013 - 07.2017
- Developed and executed patient satisfaction initiatives, improving clinical unit satisfaction scores by 12% in two months
- Monitored patient experience metrics and collaborated with leadership on data-driven improvement strategies
- Managed patient complaints and implemented streamlined resolution frameworks, enhancing service recovery outcomes
- Served as a patient advocate, ensuring patient and family concerns were addressed effectively and professionally
NASD Registered Series 6 Senior Correspondent
Mutual of America
Towson, MD
04.2008 - 10.2013
- Led claims and administrative transactions, ensuring compliance and operational accuracy
- Conducted financial analysis and risk assessments, optimizing client service and engagement
- Developed and facilitated training workshops for clients, enhancing financial literacy and investment strategies
Financial Services Representative - NASD
SunTrust Bank
Canton, MD
10.2003 - 04.2008
- Provided high-level financial consulting, expanding client portfolios and driving revenue growth
- Managed compliance and risk assessments, ensuring adherence to regulatory policies
- Supervised, trained, and mentored junior staff, fostering professional growth and development
Education
Bachelor of Arts - Business Administration-Marketing
Towson University
Baltimore, MD05-2010
Skills
- Productivity management
- Operational leadership
- Patient Experience & Advocacy
- Financial & Budget Management
- Strategic Planning & Execution
- Project & Operations Management
- Leadership Development & Team Building
- Compliance & Risk Management
- Workforce Engagement & Retention
- Regulatory Standards (TJC, OSHA, TDH)
- Data Analysis & Performance Metrics
Affiliations
- Member, American College of Healthcare Executives (ACHE)
- Member, Healthcare Financial Management Association (HFMA)
- Member, Patient Experience Institute (PXI)
Technical Skills
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Smart Square Scheduling
- Kronos Payroll & Time Management
- Press Ganey & HCAHPS Data Analysis
- Leadership Evaluation Management (LEM) & Patient Call Manager (PCM) Software
Certification
- CERTIFICATE- Certified Patient Experience Professional CPXP
Timeline
Manager, Inpatient Operations – Acute Care Unit-6B
INOVA Mount Vernon Hospital
03.2023 - Current
Director, Patient Experience & Volunteer Services
University of Maryland Rehab & Orthopedic Center
02.2019 - 08.2021
Patient Experience Lead
Cooper University Hospital
04.2013 - 07.2017
NASD Registered Series 6 Senior Correspondent
Mutual of America
04.2008 - 10.2013
Financial Services Representative - NASD
SunTrust Bank
10.2003 - 04.2008
Bachelor of Arts - Business Administration-Marketing
Towson University
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