June Paloma
Patient Experience Manager
Tucson, AZ june.paloma@example.com +1 (555) 002-1124 junepaloma.example
Profile
Patient experience manager who treats wait times, call backs, and complaint loops as operations work. Listens to patients and staff, then changes a process instead of posting a poster.
Experience
Patient Experience Manager
2020 – Present
Riverbend Clinics · Tucson, AZ
- Cut average call-back time from 19 hours to 6 by staffing a same-day message pod.
- Redesigned check-in so median lobby wait fell from 21 minutes to 12.
- Closed 90% of formal complaints within 10 days with a written owner and date.
Patient Services Supervisor
2016 – 2020
Sonora Family Health · Tucson, AZ
- Trained front-desk teams on a de-escalation script that reduced security calls.
- Audited after-visit summaries for plain language before they went out.
Skills
Patient experience · Service recovery · Staffing · Surveys · Process design · Training
Education
B.S. Health Administration
2016
Sonora Health Institute
Projects
Callback Pod
Staffing model and scripts for same-day patient messages.