TYRA SEAGRAVES
Atlanta
Summary
Innovative-Transformational Healthcare Administration Leader, well-versed in improving organizational operations, culture and experience through patient satisfaction, employee engagement, and diversity and equity and inclusion tactics.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Patient Experience
Wellstar Cobb Hospital
12.2023 - Current
- Provide guidance regarding patient experience data collection, tracking, and analysis to executive leadership to make informed decisions and setting patient experience expectations.
- Works directly with executive teams as well as departmental leaders to create and operationalized strategy and goals.
- Collaborates with and actively coaches senior leadership and department managers to develop and implement strategies to improve patient experience findings.
- Champions development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect.
- Developed a high-performing Patient Experience Department by restructuring roles and expectations to be proactive to meet patient experience needs.
- Facilitated multi disciplinary approach and collaboration for improved decision-making processes and focused PX KPIs within Cobb (PX Workgroup)
- Optimized patient experience performance by implementing strategic initiatives and accountability measures to support improvement (PX Workgroup, Target Focused VOC, PX Support Fridays)
- Spearheaded an innovative approach to implementing the Wellstar Experience Plan at Cobb and VHP. Support other Patient Experience Leaders and their successful activation rollout plan and execution.
- Restructured the volunteer program to meet the needs of Cobbs Patient Experience by collaborating with other department leaders to align volunteer services with objectives and mission-driven initiatives.
- Streamlined administrative processes for more efficient volunteer management, allowing for better allocation of resources towards direct service provision.
- Participated in quality improvement initiatives aimed at enhancing the overall patient experience and operations.
- Maintains knowledge base of trends, policies, Regulatory Standards, and legal issues relating to patient services and experience; partnering with with Patient Relations, Risk Mgmt., Vice President of Medical Affairs reviewing, resolving and communicating patient and family issues grievances/ complaints in a timely manner. Makes recommendations for inquiries regarding waivers or adjustments to bills.
Sr. Mgr Patient Experience
Emory Healthcare
06.2018 - 12.2023
- Managed large-scale projects using lean six sigma methodologies and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed service operational standards, policies and procedures to improve patient experience.
- Created and analyzed data report structures to provide strategic directives for department's specific improvement planning.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed organizational patient experience target setting and budget proposals for executive leadership.
- Established and maintained effective communication with staff, physicians and community organizations to promote and improve patient experience.
- Recruited, hired and trained all patient experience consultant, guest and volunteer services; providing direct supervision, ongoing staff development and continuing education.
- Liaised with other healthcare professionals to develop comprehensive patient experience and employee engagement action plan for performance improvement.
- Implemented department leadership development coaching and team management model, resulting in the empowerment of employees practicing lean methodologies to improve patient experience.
- Partnered with Human Resources Director and Vice President to lead System Level Employee Engagement Council and developed operating unit employee engagement action plan.
- Facilitated department customized problem focused team building session to improve inclusion, engagement and functionality.
- Partnered with Chief Diversity Officer to develop programs and training curricula to advance inclusion and diversity awareness, learning and action planning.
- Liaised with internal communications team to develop engaging and inspiring inclusion and diversity communication strategy.
- Partnered with Operating Unit Vice President and VP of HR as the Vice Chair of DEI Council to effectively devise and implement DEI action plans, programming and initiatives with zero DEI budget.
- Re-launched and rebranded Volunteer Services Program to enhance patient experience and organizational efficiency.
Business Operations Supervisor
Emory Healthcare, Emory Aesthetic Center
07.2017 - 06.2018
- Provided direction and leadership across all roles to ensure business office activities comply with policies and procedures
- Develops and manages administrative goals and priorities consistent with departmental goals and priorities
- Implemented an employee engagement and retention strategy that resulted in a 40% reduction in turnover in 1 year
- Partnered with providers on provider performance and department initiatives
- Advocated and successfully implemented change within the department to improve efficiency by leading process improvement teams related to enhancing the ideal patient experience
- Improved site communication on new directives, policies, and procedures to appropriate staff and empowered staff to implement changes
- Hired, coached and monitored performance of all non-clinical staff
- Responsible for all front desk operations and supported clinical staff and providers to streamline patient care processes, patient flow, and staff activity
- Monitors submission of timely, accurate, and complete billing information to the business office to ensure maximum reimbursement for clinic services.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Delegated [Type] daily tasks to employees, streamlining daily progress and efficiency.
Interim Department Manager, Financial Coordinator
The Emory Clinic, Dermatology
05.2014 - 07.2017
- Supervises non-clinical support staff, including but not limited to the front desk, call center, medical secretaries, medical records, precertification coordinators, and referral coordinators
- Provides ongoing performance feedback, addresses problems, trains, and onboard employees
- Address and resolve provider schedule; while reconciling clinic daily account charges
- Pioneering Emory Financial Estimate Project to increase revenue
- Increased revenue by 70% by creating real-time estimates (Price Transparency) for procedure cost, financially counseling patients before the procedure, and securing payment
- Facilitate and follow up with prior authorization and pre-certifications for procedures and medication
- Serve as the liaison between the clinic and call center to ensure patients' needs are being met for the department and partnered to train team members to minimize errors and improve scheduling
- Perform general patient account management duties such as: Receiving and greeting clients/visitors, answering telephones, and collecting and inputting client's demographics and financial information, including insurance cards, billing authorization, signatures, consent forms, and income verification.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Patient Care Coordinator
Emory Healthcare - Patient Access
02.2013 - 05.2014
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow, and overall business growth by implementing service improvements to minimize recurring patient issues and complaints.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
- Adhered to department policies, methodologies and scripts to consistently achieve call-time and quality standards
- Monitor team adherence, live call volume, future forecast reports, and real-time adjustment to reskill agents
- Streamlined and facilitated communication between patients and various departments and staff.
Community Support Individual, Case Manager
The Bridges Center
05.2010 - 05.2011
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Advocated for clients for comprehensive service delivery and linkage to benefits opportunities and community agencies.
- Identified care needs of individual clients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Customer Service Lead
Chu's Convenience Store
01.2008 - 01.2010
- Provided customer service by ensuring product quality and rapid check out
- Ensured overall compliance of store functions
- Developed training manuals for new employees to improve day to day operations and drive productivity
- Implemented 3 tiers of service recovery for customers and increase sales by 15%.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Team Lead
Pizza Hut
01.2006 - 01.2008
- Assisted Store manager in resolving customer complaints with service recovery
- Provided support on inventory and ordering
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Education
Master of Science - Healthcare Administration
Southern New Hampshire University
Manchester, NH05.2021
Bachelor of Science - Applied Behavior Analysis
Savannah State University
Savannah, GA05.2010
Skills
- Customer Experience Management
- Operational Efficiency
- De-Escalation & Conflict Resolution Tactics
- Public Speaking
- Training and Curriculum Development
- Performance Optimization
- Employee Engagement Strategies
- Relationship Management
- Project Management
- Diversity Equity & Inclusion Strategies
Accomplishments
- OR Excellence Awards Magazine (Sept 2022)
- (Member) System Level DEI Network & Strategic Planning Group
- (Chair) PGP DEI Council, (Steering Committee)
- (Member) University/SOM Diversity Liaison Committee, (Chair) PGP Employee Engagement Council
- (Member) Systems Level Performance Council
Certification
Certificates Certified Patient Experience Professional
The Beryl Institute (Issued 2021)
Certified Diversity Professional Institute for Diversity Certification (Issued 2022)
Diversity Equity & Inclusion in the Workplace
University of South Florida (Issued 2021)
Inclusive and Ethical Leadership
University of South Florida (Issued 2022)
Public Speaking Engagements
- Speaking Engagement: “Inclusive Leadership” , NGPX (Dec 2022) Palm Springs, CA
- Speaking Engagement: 'Simplifying Patient Experience Improvement', Patient Experience Summit (Sept 2023)
- Publication: OR Excellence Awards Magazine - https://digital.outpatientsurgery.net/view/891149690/34/#zoom=true (Sept 2022)
Timeline
Director of Patient Experience
Wellstar Cobb Hospital
12.2023 - Current
Sr. Mgr Patient Experience
Emory Healthcare
06.2018 - 12.2023
Business Operations Supervisor
Emory Healthcare, Emory Aesthetic Center
07.2017 - 06.2018
Interim Department Manager, Financial Coordinator
The Emory Clinic, Dermatology
05.2014 - 07.2017
Patient Care Coordinator
Emory Healthcare - Patient Access
02.2013 - 05.2014
Community Support Individual, Case Manager
The Bridges Center
05.2010 - 05.2011
Customer Service Lead
Chu's Convenience Store
01.2008 - 01.2010
Team Lead
Pizza Hut
01.2006 - 01.2008
Master of Science - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Applied Behavior Analysis
Savannah State University
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