Resume

Employment Experience

AHC Adventist HealthCare

Vice President of Patient Experience (2019 – Present)

  • Deploying a campaign for 6,000 employees to implement a new culture around how we treat the patient and other customers, called “Bridging the GAP”
  • Creating data management strategy, using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, online reviews, and other quantitative and qualitative methods of collecting the voice of the customer.
  • Developing learning materials to improve delivery of positive and systematic patient experience and HCAHPS scores
  • Developing training, continuous learning, and other programs for leaders and patient facing caregivers
  • Chairing, Adventist HealthCare Patient Experience Council
  • Chairing, Malcolm Baldrige National Quality Award category 3 team
  • Serving as a member of the Adventist HealthCare Senior Executive Team

Associate Vice President of Patient Experience (2018 – 2019)

  • First executive leader for the organization in patient experience, leading a new department including developing and implementing strategy
  • Facilitated a system-wide council of 30 senior stakeholders to develop a new approach to patient experience
  • Developed a campaign for 6,000 employees to implement a new culture around how we treat the patient and other customers
  • Developed systems and processes to implement consistent and coordinated practices across the health system
  • Lead the Malcolm Baldrige Award application category 3 committee for the health system
  • Developed dedicated sharepoint site for deployment
  • Prepared patient experience curriculum for all-day company leadership conference with over 600 participants
    • Over 95% positive post-conference survey response (45% response rate)

Executive Director of Urgent Care Operations and Government Relations (2016 – 2018)

  • Led the operations of three 5,000 sq/ft urgent care locations with 40 full time employees
  • Established entity vision and value proposition and deployed with staff engagement to foster a team approach to achieving growth
  • Facilitated process improvement projects including shortening patient wait times, shortening training time for new staff, and accurate provider coding
  • Oversaw $6 million P&L
    • Improved net margin by 15%
    • Improved revenue by 56%
    • Improved online reviews by 20%
    • Achieved year over year growth of 31%
  • Oversaw management transition, including EMR go-live, and established new processes and procedures in HR, Finance, Quality, IT, and Education
    • Reduced training schedule from four weeks to two weeks for clinical staff
  • Created plan and strategy for growing the urgent care business line
  • Performed operational responsibilities in addition to those as Director of Public Policy

Director of Public Policy (2013-2016)

  • Represented the company to federal, state, and local policy makers, community members, and local organizations
  • Successfully advocated for federal legislation creating and funding a federal program to research childhood mental health intervention outcomes
  • Successfully advocated for year-over-year dedicated support for childhood mental health in Maryland
  • Served as a member of the management committee for the Adventist Health Policy Association
  • Served as a member of the Adventist HealthCare Senior Executive Team

MCCCMD Montgomery County Chamber of Commerce

Director of Public Affairs (2011-2013)

  • Represented the trade organization to federal, state, and local policy makers, community members, and local organizations
  • Successfully advocated for legislation in Maryland that gave additional opportunities for small business to bid on state contracts
  • Successfully advocated for legislation in Maryland that gave tax credits for building secure facilities
  • Started grassroots mobilizing efforts to advocate for issues that support the local business community
  • Managed the four policy committees of the board

Aipac2-1 American Israel Public Affairs Committee (AIPAC)

Campus Mobilization Director (2010-2011)

  • Responsible for educating college students on the value of the US-Israel relationship on campuses across the United States
  • Mobilized students to advocate to their members of Congress
  • Started quarterly student calls with middle east policy experts

Current Board & Volunteer Experience

UMD HillelUniversity of Maryland Hillel

Hillel’s mission is to enhance the lives of Jewish undergraduate and graduate students so that they may enrich the Jewish people and the world.
  • Serving as President of the Board
    • Main objective is board development
    • Establishing operational and financial oversight systems
    • Raising funds and planning for developing a new building
  • Participating in the Preside Leadership Program
    • 18-month program that provides a select group of chairs and chairs-elect from Jewish organizations across the United States, along with their CEOs or executive directors, with critical training and consulting on both leadership and governance, supported through a Jewish lens

CFM Committee for Montgomery

Committee for Montgomery is a broad coalition of community leaders that advocates to the Maryland State Government for Montgomery County’s needs through collective action.
  • Served as Chair of the Organization
    • Led the creation of a 5-year strategic plan
    • Defined organizational mission, vision, and values
    • Created new advocacy agenda and format

Awards & Recognition

wbj-logo The Washington Business Journal 40 Under 40

Daily Record The Daily Record 20 in their 20s

CFM Committee for Montgomery Chairman’s Award

GGCC Gaithersburg-Germantown Chamber of Commerce Exceptional Volunteer Award


Education

1200px-University_of_Maryland_seal.svg University of Maryland, Robert H. Smith School of Business

MBA

  • Executive MBA Program
  • Lead the team that won “Best Overall Project” in Business Problem Solving Action Learning Project.
    • Consulted with a Prosthetics and Orthotics company called Dankmeyer, Inc
    • Made recommendations to help Dankmeyer achieve organizational growth targets
  • Won Marketing Strategy simulation

1200px-University_of_Maryland_seal.svg University of Maryland, College of Behavioral and Social Sciences

BA, Government and Politics, High Honors

  • Earned High Honors for thesis on Senator Millard Tydings and the norms of the United States Senate of the 1930s, 1940s, and 1950s
  • Served as President of the Student Government Association
  • Served on the University Senate Executive Committee
  • Served as the Student Liaison to the College Park City Council
  • Interned for the United States House of Representatives Energy and Commerce Committee
  • Interned for Congressman Steny Hoyer
  • Interned for Maryland State Delegate Jeff Waldstreicher
  • Omicron Delta Kappa National Leadership Honor Society
  • Certificate, Rawlings Undergraduate Leadership Scholars
  • Certificate, Public Leadership Scholars Program
  • Co-author, Knowing Our History: African-American Slavery and the University of Maryland

logo_AI_color_RGB Charles E. Smith Jewish Day School

  • Founded a student-lead committee to create assembly programs commemorating September 11th, Martin Luther King Day, and Memorial Day
  • Reached County Mock Trial finals in a Defense Lawyer role
  • Earned Community Service Award
  • Founded the school’s ultimate frisbee team

Affiliations

ACHEAmerican College of Healthcare Executives (ACHE)

Member

LMLeadership Montgomery

Graduate, Class of 2015