Appalachian State University

Client Success Consultant

Attorney Assistant

Director of Client Success

Manage the relationship between our client and contracted employees.  Help cast vision for what the client/contractor relationship could be long term.  Invest time, trust, and care in order to strategically enhance and grow our client's business by offering additional solutions/services provided by BELAY.  Consulting for best practices, tips, and efficiency recommendations for the most effective and productive engagements.  Manage the clients current contract agreements.  Manage crisis situations and escalate when appropriate.

BELAY

Managed the day-to-day operations of twenty-five staff members, including but not limited to work assignments, task management, time tracking/management, end of year reviews, and on-the-job training.  Met with staff on a regular basis to provide support and help with any issues.  Took an active role in coaching and mentoring the team to ensure continued employee growth and success both on the team and at the broader CHOA organization.

•Helped staff establish, implement, and monitor goals and objectives to be consistent with CHOA’s goals.  Which in turn helped meet department goals of completing system wide computer-based training by a certain date.
•Partnered with Volunteer Services to create a volunteer greeter program at the information desk which helped improve and meet customer expectations when entering the facility.
•Completed interviews and hiring of staff to ensure all positions were filled and helped meet yearly retention goals for the department.
•Supported and participated in the continuous assessment and improvement of the quality of care and service provided to ensure patient and family satisfaction.

Children's Healthcare of Atlanta

Family Experience Supervisor

Took trending service data received via NRC Picker surveys and partnered with the emergency department Family Experience specialist to establish best practice.  Provided liaison service between customers and hospital staff to ensure that customers received the best service possible.  Customer contact, advocate, and resource regarding non-clinical concerns and hospital services available.  Maintained a great impression for the hospital and served as a service excellence role model for other Children’s Healthcare of Atlanta staff.


•Built and maintained great rapport with medical staff to ensure medical care issues were addressed appropriately and in a timely manner.
•Partnered with Patient Representatives on clinical issues to resolve concerns and improve patient and family impression of their healthcare visit.
•Collected information on all requests and/or services provided in order to capture what was being utilized, communicated, and provided effectively to help meet customer service scores by 75% or better.

Family Experience Liaison

Ensured all business operations for the Day Treatment clinics ran smoothly to help support the clinical staff.  Attended, coordinated, ran weekly pipeline meetings.  Prioritized and identified children to fill the open slots within the Day Treatment program.  Managed patient/family complaints and customer service issues and helped navigate them through the intake process for the programs.

•Reported weekly numbers to operations/finance directors to make sure we were meeting our funding goals by at least 80%.
•Worked with the financial coordinator to identify 50 % of patients from the wait list who had insurance to make sure we were meeting our funding goals.
•Managed/Monitored wait list to ensure 100% of referrals stayed current so that families were receiving the appropriate services.

Program Coordinator

Helped all ages of children cope with the stress and uncertainty of acute and chronic illness, injury, trauma, disability, loss, and bereavement by providing evidence-based, developmentally and psychologically appropriate interventions such as therapeutic play, preparation for procedures, and education to reduce fear, anxiety, and pain.

•Started the Child Life Program within the Radiology Department to provide needed therapeutic services and interventions to that patient population.
•Presented at national conferences for two different radiologic societies to promote the growth of the Child Life profession.
•Participated in a research group doing a project on Voiding Cystourethrogram testing in children to establish the long term psychologically effects it can produce. 
•Featured in an article about Children’s Healthcare of Atlanta: RT-Image Magazine  
•Appeared in the CNN Espanola Special for the Spanish Population, WSB-TV “For Our Children” Special, and WXIA-TV (NBC) “Children’s Employees Help Make Holidays Special for Patients” to educate the community on Child Life services within the hospital setting.

Child Life Specialist

Helped all ages of children cope with the stress and uncertainty of acute and chronic illness, injury, trauma, disability, loss, and bereavement by providing evidence-based, developmentally and psychologically appropriate interventions such as therapeutic play, preparation for procedures, and education to reduce fear, anxiety, and pain.

Helped plan and implement teen groups
Facilitated school re-entry visits for children with cancer
Provided many therapeutic outlets and opportunities for chronic populations
Helped children and families through the grief process 
Prepared children for different medical procedures
Helped children cope through medical procedures by using distraction
Assessed the needs of children and their families

Erica Wood