Ashley Esteves

Experience

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  Planned Parenthood Gulf Coast

  Apr 2016 - Dec 2021

  Program Director: Patient Experience

  While serving as Program Director for our Gulf Coast Affiliate, I analyzed incoming data from Press Ganey surveys and other feedback tools to improve the client/patient experience across all sites within my our affiliate. I coached and developed leadership teams to create organizational cultures that emphasized the importance of engagement and service delivery at all organizational levels from the moment of hire. Additionally, I managed key projects through the full project lifecycle; partnered with Learning & Development teams on integrating best practices into all training programs; and ensured compliance with all regulations. Achievements: - Launched the first formal Patient (Client) Experience program in the region to improve care quality and patient satisfaction, as well as introduced new programs and services that emphasized healthcare equity and access. - Designed a dashboard in partnership with the Director of Data Analytics to gather, sort, analyze, and communicate data to key stakeholders and leverage this information in planning program improvements. - Planned and facilitated quarterly professional development sessions for team leads and other staff. - Launched innovative technology to improve ASL and language interpreting services for patients.- Led the roll out of Gender Affirming Health Services in 10 health centers across 2 states. - Named Teammate of the Year in 2019 and served on the Team of the Year in same year. - Promoted quickly from my original position as a Health Center Assistant (providing patient education) and a Learning & Development Specialist responsible for training internal teams. Show less

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  Planned Parenthood Federation of America

  Dec 2021 - Jun 2023

  Director, Experience Improvement

  Responsible for several internal programs and initiatives that were focused on improving resource allocation, employee engagement, performance management, and Human Resources functions, I identified techniques for empowering team members to meet performance goals while also pursuing career development that would encourage their long-term success. I managed funding from a competitive grant program to assess the employee/affiliate experience and identify improvements to drive satisfaction. Achievements:- Established an Affiliate Advisory Council to enhance communications between regional sites and our corporate office, which allowed us to create standard policies while also enabling regional adjustments to target the specific needs of each group. - Navigated challenges related to COVID and changing legislative policies by shaping a collaborative staffing support program that responded to staffing shortages, issues with morale, and other employee experience obstacles. - Managed relationships and provided coaching to 65 affiliates/regional groups, consulting with leadership among our regional sites to utilize data in introducing process improvements and optimizing employee relations. - Transitioned to the corporate office in 2021, leveraging my successes from my leadership history among regional teams to transform strategies and operations across the organization. Show less