• Led day-to-day leadership, planning, and execution of department activities ensuring continuous quality improvement and successful delivery of strategic initiatives.
• Managed vendor service portfolio(s) for Press Ganey, Cipher health, and Qualtrics, overseeing business objectives, successful transitions, service delivery, and cost-effectiveness, including invoice reconciliation.
• Utilized strategic problem-solving skills to identify pain points and developed data-driven solutions that consistently increased patient satisfaction scores by an average of 5% per quarter.
• Led frequent client interactions, ensuring effective communication of results and ongoing progress.
• Conducted in-depth data analysis, including patient surveys, operational metrics, and demographic trends, to identify areas for improvement.
• Served as a liaison between healthcare vendors and Texas Health, effectively resolving issues, managing portfolio-based vendor relationships, and ensuring stakeholder sat

• Designs process and methodologies in preparation of timely communication of patient experience, satisfaction, and other survey results.
• Interprets data, analyzes results using statistical techniques, and provides ongoing reports in digital form to include ad-hoc and complex reports to support clinical and operational performance improvement.
• Leverage and created Key Performance Indicators (KPIs) that were pivotal in tracking and enhancing overall program effectiveness.
• Implemented a comprehensive KPI framework, tailored to the unique needs of the healthcare environment, which involved collaborating with various stakeholders
• Manages the operational duties and relationships related to the administration of our internal and external transparency projects.
• Compiles analysis of qualitative data to be shared with leadership for improvement opportunities.
• Manages the onboarding and termination of users and practices with Press Ganey.
• Analyzes reports to establish adequa

• Conducted extensive data analysis to identify trends and opportunities for improving patient experience.
• Collaborated with interdisciplinary teams to implement process changes and initiatives designed to enhance patient satisfaction.
• Assisted in the development of patient surveys and feedback collection methods to gather valuable insights.
• Created and maintained detailed spreadsheets and presentations to track and report on patient experience metrics.
• Worked closely with clinical and administrative staff to ensure alignment with best practices and goals