Yudith Guerra , MA, MBA, LSSBB

Experience

• 

  Hackensack University Medical Center

  Oct 2001 - Nov 2009

  Drafted inpatient and outpatient communications, maintaining compliance with health regulations.Developed and analyzed HMO and Commercial contracts and submitted insurance claims.Created and conducted seminars and training sessions, including new employee introduction to HMO regulations.• Performed Quality Assurance reviews• Attended meetings with department staff and other Hospital units• Resolved customer service issues• Creation of spreadsheet payers• Developing and delivering of Customer service seminars • Drafting Letters for Compliance for In-patient and out-patient communications issues• Create and analyses HMO’s and Commercial Contracts and claims• Contract Interpretation• Report Analysis• CMS Contract Analysis• Training new employees on HMO’s regulations• Draft contract management meetings points • Interview perspective candidates with the manager supervision • Manage SMS system• Reviews of manager cycle reports• Collection/knowledge of third party payer requirements• Knowledge of all Microsoft office programs (excel, word, PowerPoint etc.…) Show less

  • Patients Accounts and Customer Service

    Jun 2006 - Nov 2009

  • Patients Account Department

    Oct 2001 - Jun 2006
• 

  Palmetto General Hospital

  Nov 2016 - Aug 2023

  Development/Design of coaching programs for leaders and staff to improve customer satisfactionManagement of Press Ganey system/statistics/evaluate survey results, identify trends for improvements. Fostered Positive Physician relationships and served as a liaison to specialty service line problem resolution. • Chair of Patient Experience Committee Created and implemented comprehensive Patient Experience Program Improved Press Ganey Scores/PSMS 7% over prior year facility-wide Research and maintenance of patient experience ratings• Chair of Patient Complaints/Grievances Trended and reported patient care issues leading to resolution of broken processes Oversees staff and establishes processes for investigation and response by facilitating communication between departments to ensure timely resolution to complaints.• Collects and Interprets data and presents dashboard to committees.• Oversees Projects that aim to enhance the patient satisfaction, focus the patient/visitor overall experience. • Development of Nurse and non- nursing Leaders rounding tools for Inpatient and outpatient departments/• Development of orientation programs for staff on service excellence training.• Leads and supports Department leaders in the improvement, development and implementation of process. • Project: Emergency Department Patient Experience Training Boot Camp.• Chair of Market Patient Experience Committee Show less

  • Patient Experience Manager

    Nov 2016 - Aug 2023

  • Patient Experience Manager

    Nov 2016 - Aug 2023

  • Patient Experience Manager

    Nov 2016 - Dec 2020
• 

  MIAMI DADE COUNTY COLLEGE

  Aug 2017 - now

  Adjunct Professor
• 

  WEST KENDALL BAPTIST HOSPITAL INC

  Dec 2019 - Oct 2023

  Director of Patient Experience
• 

  Baptist Health

  Oct 2023 - now

  Regional Director of Patient Experience/ Baptist Hospital Main- Miami Cancer Institute