ALLA BORSEN

allaborsen@gmail.com 300 Winston Drive %li&&si'e (ar)* N+ 0#010 Online (ro&ile. ///.lin)e'in.com0in0allaborsen0 S122AR3 Performance and results-driven Health Care professional with over 20 years of progressive leadership experience. Possesses a successful track record in formulating strategies to achieve significant outcomes in patient experience and patient perception of quality care. uilds! trains and manages high functioning teams in esta"lishing and delivering a positive patient and guest experience as well as an efficient and effective organi#ational workplace and corporate culture. S4REN546S 7N%L1DE. strategy development including integrating patient experience into the organi#ation! coaching of physicians and other key caregivers on communication skills! survey development! data analysis! complaint$grievance management! process management! creative resolution of issues and ideas! and hospital operations. SPECIALTIES 8 %ulti-department &eadership 8 Patient 'xperience 8 (ervice 'xcellence 8 HC)HP( 8 *alue-"ased Purchasing 8 Culture +ransformation 8 (trategic Planning 8 Presentation (kills 8 Coaching$+raining , Performance %anagement 8 &eadership and -rgani#ational .evelopment 8 Change %anagement , +eam"uilding 8 'vent %anagement 8 /egulatory Compliance , Complaint /esolution 8 Patient )dvocacy 8 0oint Commission (tandards KEY ACCOMPLISHMENTS 8 1mproved HC)HP( -verall Hospital /ating "y 23 points within one year 8 /eceived special recognition from Press 4aney for significant increase of 1npatient patient satisfaction scores for -verall (atisfaction 8 /eceived 2022 and 2025 (kylight Healthcare (ystems )chievement )ward for significant improvement of HC)HP( scores 8 .esigned and pu"lished weekly patient experience newsletter 8 .eveloped hospital grievance mechanism and reporting system 8 .eveloped hospital-wide service recovery program 8 (uccessfully implemented Patient (atisfaction (urveys 6Press 4aney and Picker7 for 1npatient! -utpatient! )m"ulatory and 'mergency .epartment settings 8 .eveloped and implemented multiple educational and training programs and resources designed to positively impact the patient and family experience 8 &aunched -ffice of &anguage (ervices with a designated in-house language interpreter line 8 1nitiated -ffice of *olunteer (ervices and recruited 80 volunteers within first nine months (RO9ESS7ONAL E:(ER7EN%E (AL7SADES 2ED7%AL %EN4ER* N+ 2011 (resent Patient Experience Officer /esponsi"le for the overall patient experience strategy! developing and monitoring customer experience initiatives! identifying and acting on opportunities to improve patient! physician and employee satisfaction /esponsi"le for multiple service and operational excellence organi#ational programs including patient satisfaction! patient relations! physician satisfaction! employee engagement! employee suggestion program and leader development using the evidence "ased leadership model from (tuder 4roup .evelop educational initiatives and training materials for engaging employees and physicians in patient experience improvement activities. Coach physicians and other key caregivers on communication skills +rack and trend HC)HP( survey data to report and prioriti#e improvement activities9 Provide regular communication to leadership and assistance regarding report interpretation and analysis %onitor performance of Patient 'xperience initiatives against *alue ased Purchasing measures and recommend or institute corrective actions /esponsi"le for design! development and delivery of &eadership .evelopment 1nstitute programs and logistics 46E BROO;L3N 6OS(74AL %EN4ER* N3 200- 2011 Director of Patient Relations, Guest Services, Pastoral Care, Language Services and Volunteer Services -perationally responsi"le for staff in Patient /epresentatives! 4uest (ervices! Pastoral Care! &anguage (ervices and *olunteer (ervices .eveloped! directed and executed the Patient 'xperience and (ervice 'xcellence strategy for the organi#ation )ddressed concerns and colla"orated with other department personnel to create the ideal patient experience :sed Press 4aney and HC)HP( survey data! patient Comment /eports and Patient Complaint &og to identify opportunities to improve patient! physician and employee satisfaction /esponded in writing to all grievances received "y the Hospital 'nsured compliance with Patients; /ights and 'thics standards for the 0oint Commission visit 201 !!" #3#$ 201 "3# ,0-,

ALLA BORSEN 201 !!" #3#$ 0 201 "3# ,0-, (RO9ESS7ONAL E:(ER7EN%E 6Continued7

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S4. <7N%EN4=S 6OS(74AL 2AN6A44AN* N3 1--- 200Administrative Director of Patient Relations Language Services 62005-20087 !anager of Patient Relations Language Services 62888-20057 Hired! trained! and managed staff in Patient /elations! &anguage (ervices and *olunteers (erved as the lead advocate for patient;s rights and oversaw the patient complaint management process (erved as Hospital Champion for Press 4aney Patient (atisfaction and HC)HP( surveys Prepared Press 4aney$HC)HP( reports for senior leadership and reported results to the <uality Committee of the oard Processed and responded to complaint letters received "y hospital President and C- 'nsured compliance with Patients; /ights and 'thics standards for the 0oint Commission visit .esigned and implemented a hospital-wide &anguage (ervices Program for serving limited 'nglish proficient 6&'P7 persons BE46 7SRAEL 2ED7%AL %EN4ER! => 1--0 1--Patient Representative Coordinator 62885-28887 1nvestigated and resolved patient$family concerns! facilitated solutions %onitored patient concerns via complaint management software system to track and trend issues hospital-wide ?orked closely with /isk %anagement and &egal departments to avert litigation Prepared quality improvement studies and reports Coordinated department scheduling and record keeping Patient Representative 62882-28857 Patient Representative Assistant 62880-28827 %ade daily rounds on inpatient units and provided patients with Patient ill of /ights and other regulatory documents Provided emotional support to patient and families 1nvestigated patient and family concerns regarding services .ocumented and tracked patients; concerns ED1%A47ON AND %ER4797%A47ONS 2aster o& Librar> Science* Librar> ? 7n&ormation Science - @rupsky :niversity! (t. Peters"urg! /ussia Bac@elor o& Science* Librar> Science - @rupsky :niversity! (t. Peters"urg! /ussia

Center for 1mmigrant Health! =ew >ork :niversity (chool of %edicine! =ew >orkA 7ntro'Action to 2e'ical 7nterBretation C%erti&ie' 2e'ical 7nterBreter* RAssianD 4rain t@e 4rainers in 2e'ical 7nterBretation C%erti&ie' LangAage 4rainerD S1((LE2EN4AR3 4RA7N7N5 (ix (igma for Healthcare &eadership )cademy Press 4aney! (tuder 4roup and +he eryl 1nstitute regional and annual patient experience conferences )chieving 'xtraordinary Customer /elations$(kills and (trategies +rain the +rainerA (taff (ensitivity$Handling the .ifficult Patient (ociety for Healthcare Consumer )dvocacy annual meetings and educational conferences (RO9ESS7ONAL A997L7A47ONS +he eryl 1nstitute (ociety for Healthcare Consumer )dvocacy of )merican Hospital )ssociation S;7LLS %icrosoft -ffice 6?ord! 'xcel! PowerPoint! )ccess7 and 1nternet %ultiple Patient Complaint! Compliance! (atisfaction and (afety (oftware (ystems Current =ew >ork (tate =otary Pu"lic Bluent in /ussian