Interim Vice President and Chief Talent Officer
Nicklaus Children's Hospital, formerly Miami Children's, is one of the best children's hospitals in the nation, renowned for excellence in pediatric medicine.
Proven track record in senior level management positions as an organizational development specialist and executive coach. Passion for talent development, enhancing experience, and driving transformative organizational change by building high performing cross-functional teams. During ten+ year tenure at Nicklaus Children's Health System, held various progressive leadership roles including Director of Patient and Guest Relations and Children's Experiences, Director of Physician Outreach, Senior Organizational Development Leader and Vice President/Chief Talent Officer. Notable accomplishments include: - Responsible for the creation of the Department of Patient and Guest Relations to guide corporate service/hospitality and customer relationship management. Developed a structured internal process for utilizing and applying customer feedback received from both external patient satisfaction scores, as well as internal service feedback scores to achieve system-wide peak service scores. - Built an aligned group of physicians through a management services organization and created a strategic and structured physician outreach program to improve customer service, enhance communication and strategically align with referring physicians. - Restructured existing corporate department structure to build a robust and collaborative Children's Experience team with an aligned focus on driving patient experience through personalization of the patient care journey. Developed and led a corporate transformation and re-branding to elevate corporate focus from meeting customer service (expectations) to one that drives the creation of a true customer experience as measured through system-wide KPIs. - Led NCHS system-wide human resources and organizational development efforts during Covid 19 crisis. Identified and led organizational opportunities and efforts to enhance cross functionality, increase efficiency, improve communication, and empower leadership to embrace ambiguity and support talent development amidst crisis.
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