Lisa Young
Temple City
Summary
Committed to review customer assessments while utilizing and specializing in patient movement through hospital system.
Experienced with overseeing office operations and providing administrative support to senior management. Utilizes effective communication and organizational skills to enhance workflow efficiency. Track record of fostering team collaboration and achieving successful outcomes in dynamic environment.
Overview
23
23
years of professional experience
Work History
Associate Administrator/Patient Experience Officer
LOS ANGELES COMMUNITY HOSPITAL & NORWALK COMMUNITY HOSPITAL
09.2021 - Current
- Achieves performance as it relates to quality, financial, and operational indicators.
- Responsible for the control of expenses for the hospital. Follows established hospital policies and procedures for staffing, CER’s, contracts, supplies.
- Maintains an up-to-date Quality Assurance and Life Safety program making sure that it complies with all State, Federal, The Joint Commission and other accrediting bodies.
- Informs all hospital leaders about changes in the operations, and departmental policies/procedures.
- Contribute to strategic planning activities. Works with the regional business development team to evaluate/implement new services or programs.
- Establishes and maintains productive working relationships with the Medical Staff, Executive Management Team and other Administrative Directors.
- Demonstrates the ability to identify and solve problems. Uses initiative and professional judgment to reach quality decisions.
- Provides professional leadership and role model through planning, organizing, coordinating and continually monitoring and evaluating functional areas of responsibility.
- Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences.
- Implement strategies that drive, and support patient experience improvement initiatives for targeted areas.
- Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership and partnership.
- Provide professional coaching to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent patient experiences.
- Collaborate with leadership to identify and mitigate barriers as identified through patient complaints.
- Participate in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility.
- Collaborate with CNO, ACNOs, PX ambassadors to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience.
- Support organizational Committees to drive patient experience initiatives and ensure organizational alignment.
- Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
- Analyze internal and external patient satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans to improve the patient experience.
- Serve as an influential expert on patient experience/engagement fundamentals and AIDET model.
- Lead assigned projects and programs by creating and executing project work plans.
- Prepare and present both oral and written reports and presentations to leadership related to PX projects, initiatives and progress in achieving goals.
Patient Relations Manager
ALHAMBRA HOSPITAL MEDICAL CENTER
11.2019 - 09.2021
- Facilitates team approach, including the patient/family and interdisciplinary health care team.
- Establishes and maintains patient relations policies and procedures, quality improvement program and patient standards.
- Compiles and analyzes available data to determine trends. Transforms data into written and graphic information.
- Ensures direct service intervention to patients and their families by routinely visiting newly admitted patients as appropriate.
- Actively participates in Patient Experience Survey activities.
- Promotes and guides staff to provide good customer service. Reviews Patient Experience Survey data and shares with staff to improve patient satisfaction.
Quality Care Coordinator
PROMISE HOSPITAL OF EAST LOS ANGELS
03.2018 - 11.2019
- Effectively uses information systems and data management processes for ongoing performance improvement.
- Assists in the development implementation evaluation maintenance and coordination of comparative databases.
- Compiles and analyzes available data to determine trends. Transforms data into written and graphic information.
- Establishes and maintains uniform organized filing system and database records.
- At the direction of the COO research gathers sorts compiles and organizes information from the files from other departments from outside agencies etc. for special reports and information requests.
- Actively assists in maintaining a comprehensive electronic incident (event) reporting system.
- Develop and maintain a system for trending and analysis of reporting incidents complaints and claims to identify areas requiring management attention and/or risk management in-services education and new hired general orientation.
- Creates and maintains a PI file for each department Directors.
- Prepares monthly quarterly and annual reports for quality risk case management and infection control as assigned by Director including reappointment information and peer review notification letters.
- Completes reports within the designated timeframes.
- Prepares agendas and committee packets in a timely and complete manner for review by the committee chair/PI/RM/IC/RM Director as assigned.
- Accurately and timely completion of meeting minutes as assigned and assures that appropriate follow-up action is timely.
- Maintains strict confidentiality of information encountered in performance of responsibilities.
- Performs clerical duties as needed to include copying faxing filing retrieval and assuring that material is processed timely and accurately.
Patient Relation Quality Coordinator
PACIFIC ALLIANCE MEDICAL CENTER
10.2012 - 03.2018
- Developed and facilitate hospital Patient Satisfaction Committee.
- Developed and lead the planning and achievement of patient grievances/complaints objectives consistent with the hospital policy and mission and CMS guidelines.
- Routinely collaborated with department managers to resolve challenges to improve services.
- Developed, organized and lead new employee orientation program for the hospital.
- Translated Patient Experience HCAHPS data into presentations for hospital leadership, physician and staff.
- Responsible for providing support and assistance to patients and families throughout the organization.
- Continuously maintained and improved the hospital’s reputation and positive image in the populations served.
- Reviewed patient survey information to prioritized areas of improvement.
- Discussed frequent quality complaints by patients and compared quality assurance from various health care facilities.
- Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.
- Maintained good communication between hospital leadership and medical staff by attending meetings and synchronizing interdepartmental functions.
Administrative Assistant
PACIFIC ALLIANCE MEDICAL CENTER
04.2005 - 10.2012
- Maintained the tasks of providing administrative support to the Executive Managers including Board of Directors, Board Liaison, CEO and V.P of Patient Services.
- Drafted meeting agendas, supplied advance materials, and executed follow-up for meetings.
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Maintained up-to-date department organizational policies.
- Managed the day-to-day calendar for the V.P of Patient Services.
- Involved in the tasks of recording and transcribing minutes of meetings as per requirements.
- Assisted in 2007 Joint Commission Survey.
Clinic Manager
ALHAMBRA FAMILY MEDICAL CENTER
01.2003 - 04.2005
- Managed a team of professionals.
- Assisted and passed Medicare Audit 2005.
- Ensured patients’ records are current in compliance with physician’s orders including but not limited to medications, treatments, symptoms and side effects are appropriately documented.
- Scheduled of appointments, generating inventory, billing and accounting records.
Education
MASTER OF SCIENCE - HEALTHCARE ADMINISTRATION
California State Long Beach
Long Beach, CA01.2018
BACHELOR OF SCIENCE - HEALTHCARE ADMINISTRATION
University of Phoenix
Pasadena, CA01.2005
Skills
- Relationship management
- Strong conflict resolution skills
- Communication and listening skills
- Cultural awareness and sensitivity
- Strategic planning
- Team building
- Performance tracking and analysis
- Proficiency in Microsoft Word
- Proficiency in Microsoft Excel
- Proficiency in Microsoft PowerPoint
- Proficiency in Meditech system
- Proficiency in Midas reporting system
- Knowledgeable in CMS
- Knowledgeable in Joint Commission
- Knowledgeable in CQI
- Knowledgeable in NCQA
- Leadership & staff development
- Task delegation
- Software knowledge
- Meeting facilitation
- Budgeting expertise
Languages
Chinese (Cantonese)
Chinese (Mandarin)
Timeline
Associate Administrator/Patient Experience Officer
LOS ANGELES COMMUNITY HOSPITAL & NORWALK COMMUNITY HOSPITAL
09.2021 - Current
Patient Relations Manager
ALHAMBRA HOSPITAL MEDICAL CENTER
11.2019 - 09.2021
Quality Care Coordinator
PROMISE HOSPITAL OF EAST LOS ANGELS
03.2018 - 11.2019
Patient Relation Quality Coordinator
PACIFIC ALLIANCE MEDICAL CENTER
10.2012 - 03.2018
Administrative Assistant
PACIFIC ALLIANCE MEDICAL CENTER
04.2005 - 10.2012
Clinic Manager
ALHAMBRA FAMILY MEDICAL CENTER
01.2003 - 04.2005
BACHELOR OF SCIENCE - HEALTHCARE ADMINISTRATION
University of Phoenix
MASTER OF SCIENCE - HEALTHCARE ADMINISTRATION
California State Long Beach