Microsoft Office 365 , Teams, Zoom, Web Ex, Epic,ADP, Workday, Meditech, Press Ganey, Datix, Midas, Kronos, Blackbaud CRM
Lisa Bovat
Service Excellence Leader
Summary
Seasoned enthusiastic leader who seeks to streamline operations for overall organizational efficiency. Empower team members and leaders with the tools necessary to provide exceptional care and customer service while managing overall operations in a customer focused setting.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
Work History
Employee Excellence Manager, Human Resources
Superior Technical Ceramics
St. Albans, VT
08.2021 - Current
- Amplified employee and manager voices to make improvements at senior leadership level
- Increased hiring rate 50% through networking, social media and team member recruitment bonuses
- Implemented 3 new ADP modules streamlining HR services including onboarding, performance reviews and compensation
- Improved efficiency and effectiveness of performance reviews with 100% participation within 1st quarter and quarterly follow up
- Elevated new employee engagement through leader rounding increasing retention 25% in 6 months
- Data analysis of current recruitment, hiring and retention trends to ensure workforce stability and ongoing process improvement
Patient Experience Manager, Human Resources
University Of Vermont Health Network-CVMC
Berlin, VT
11.2019 - 08.2021
- Managed council of cross-department leaders to drive exceptional patient and family centered care
- Improved overall customer experience through data driven and customer suggested improvement projects (CAHPS/Press Ganey)
- C-Suite goal setting and coaching to elevate organizational accountability
- Increased patient satisfaction scores 15% in 1 year
- 1:1 goal setting with leaders of all levels
- Service Recovery program supervision
Service Excellence Director
Northwestern Medical Center
St. Albans, VT
12.2016 - 08.2019
- Innovator of patient experience improvement projects resulting in increased CAHPS scores consistently for 3 years
- Improved communication practices and accountability through rounding, and 1:1 mentorship of leaders
- Developed and executed service excellence training from C-suite to front line workers
- Drove change management initiatives by aligning key stake holders to key performance indicators and organizational goals
- Blackbaud system development and management
- Launched NMC Patient and Family Advisory Council
Hospitality Director
Northwestern Medical Center
St. Albans, VT
12.2011 - 12.2016
- Day to day leadership and management of 5 hospital departments, 80 employees
- Increased HCAHPS cleanliness, quietness, overall responsiveness scores
- Developed and launched hospital wide Service Excellence Standards elevating customer and co-worker experiences
- Effectively managed operations to $2.5 million budget, 18 separate contracts while adhering to HIPPA, Joint Commission and VT Department of Health
- Rebuilt 2 departments through increased accountability, performance improvement and 'hire for fit' practices
Hospitality Manager
Northwestern Medical Center
St. Albans, VT
12.2007 - 12.2011
- Improved delivery of services elevating Press Ganey/CAHPS scores
- Effectively managed operations of 3 departments to $1.2 million budget, administration of 12 contracts, reduced budgets by 15-20%
- Collaborated with outside departments to coordinate department changes and elevate customer satisfaction
- Monitored front line personnel for efficiency, accuracy and policy adherence
Laboratory Coordinator
Northwestern Medical Center
St. Albans, VT
08.1999 - 12.2007
- Specimen collection, processing, send out testing
- Increased referral specimen throughput by 10% in 6 months
- Assistant to hematology, chemistry and blood bank teams
- Histology and pathology assistant
- Phlebotomy training at local community college
Education
Certification - Certified Patient Experience Professional
Patient Experience Institute
Nashville, TN 03.2018 - 10.2018
Master of Science - Organizational Leadership
Norwich University, Northfield, VT, US
Northfield, VT 12.2013 - 05.2015
Bachelor of Science - Biology and Secondary Education
Castleton State College, Castleton, VT, US
Castleton, VT 09.1991 - 12.1994
Skills
Easy to follow change agent
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Affiliations
Executive Board Member, Samaritan House /Tim's House Shelter, 2011 to current
Founder and Treasurer, Timmy's Kids Foundation, 2000 to current
Timeline
Employee Excellence Manager, Human Resources
Superior Technical Ceramics
08.2021 - Current
Patient Experience Manager, Human Resources
University Of Vermont Health Network-CVMC
11.2019 - 08.2021
Certification - Certified Patient Experience Professional
Patient Experience Institute
03.2018 - 10.2018
Service Excellence Director
Northwestern Medical Center
12.2016 - 08.2019
Master of Science - Organizational Leadership
Norwich University, Northfield, VT, US
12.2013 - 05.2015
Hospitality Director
Northwestern Medical Center
12.2011 - 12.2016
Hospitality Manager
Northwestern Medical Center
12.2007 - 12.2011
Laboratory Coordinator
Northwestern Medical Center
08.1999 - 12.2007
Bachelor of Science - Biology and Secondary Education
Castleton State College, Castleton, VT, US
09.1991 - 12.1994
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