Patricia Roman

Associate Director of Patient Relations

Professional Overview

Patricia Roman is an accomplished healthcare professional serving as the Associate Director of Patient Relations at the NYC Health and Hospitals Corporation. With extensive experience in the field, she specializes in patient engagement, service excellence, and driving process improvements to enhance the patient experience.

Experience Summary

Current Role

As the Associate Director of Patient Relations, Patricia is responsible for overseeing the daily operations of the patient relations department. She leads a team of dedicated professionals in addressing patient inquiries, managing feedback and complaints, and implementing strategies to improve patient satisfaction. Under her leadership, the department has achieved significant improvements in patient satisfaction scores and has been recognized for its exceptional service delivery.

Career Progression

Prior to her current role, Patricia held various positions within the healthcare industry, each contributing to her well-rounded expertise. She began her career as a Patient Advocate, where she gained valuable experience in conflict resolution and patient advocacy. Her strong interpersonal skills and commitment to patient-centric care led to her promotion to Supervisor of Patient Relations, where she honed her leadership abilities and spearheaded initiatives to streamline processes and enhance the overall patient experience.

Academic Background

Patricia holds an Associate's degree in from Kingsborough Community College, where she developed a strong foundation in healthcare administration and patient-centered care.

Areas of Expertise

• Patient relations and service excellence

• Complaint and feedback management

• Process improvement and operational optimization

• Team leadership and employee development

• Effective communication and conflict resolution

Professional Impact

Under Patricia's leadership, the patient relations department has consistently exceeded patient satisfaction targets, with a 95% patient satisfaction rate. She has been instrumental in implementing innovative strategies to enhance the patient experience, including the development of a digital patient feedback platform and the establishment of a patient advisory council. Her contributions have been recognized through various awards and commendations, including the "Excellence in Patient Experience" award from the New York State Hospital Association.

Conclusion

Patricia Roman's deep-rooted commitment to patient-centric care and her proven track record of driving process improvements and enhancing the patient experience make her a valuable asset to the NYC Health and Hospitals Corporation. Her expertise and leadership continue to positively impact the organization and the communities it serves.