Joel D. Roach 216-970-4037 jr11f9baa@westpost.net http://www.linkedin.

com/in/jdroach CAREER SUMMARY Exceptional Patient Service Professional/Researcher famous for promoting a cultu re of service excellence and quality by implementing and accepting accountabilit y of the service standards. Provides excellent service to patients/customers; bu ilds strong relationships and team cohesiveness;focuses on quality and positive solutions; communicates respectfully; demonstrates compassion and understanding in response to patient and customer requests/needs.Excels in working with comple x problem-solving and troubleshooting, conflict mediation, and planning/implemen ting measures to resolve trends established by quantitative and qualitative evid ence.Demonstrates excellent communication and interpersonal skills with all clin ical staff, patients, and visitors. Specific expertise in the following: * * * * * * * * * * * * * * Collaborative Leader Conflict Resolution / Mediation Patient Advocate Project Management Quality Patient Management Education / Training Public Speaking Clinical Research Team Player Complex Problem Resolution Influential / Persuasive Excellent Communication / Presentation Skills Writer / Editor MS Office

PROFESSIONAL EXPERIENCE Cleveland Clinic, Cleveland, OH 2002 - 2011 One of America's top hospitals and medical research centers. Patient Service Navigator 2003 - 2011 Served as a liaison between the patient and the hospital, improving care and services for patients. * Provided solutions to problems and established protocols for improved patient care. * Spearheaded the efforts to establish beauty services as part of the service of ferings for inpatients, which significantly increased patient satisfaction. * Implemented a new communication process with Radiology that significantly reduced procedural waiting time for patients. * Established music therapy / art therapy programs in which patients could participate, greatly enhancing the patient experience. * Developed patient satisfaction reports and surveys to assess quality of care. * Performed research on interventions to decrease call light usage in cardiovasc ular step down units. * Key contributor towards research on facts that prompted night time noise to li mit sleep and its affect on patient satisfaction after cardiovascular surgery. * Spearheaded Pilot to test the SalonMD chair on inpatient units - Collaborated

with Marketing Research to conduct Ethnographic Research to measure the success of the SalonMD chair. * Trained all Patient Service Navigators. * Facilitated bi-weekly Patient Service Navigator meetings. * Resolved complex patient concerns in real time with optimal effectiveness. * Participated in the Cleveland Clinic World Class Service Ideas Program, Idea I mplemented: Type written hospital discharge instructions. Clinical Data Abstractor, Office of Quality Management 2002 - 2003 Collected and evaluated data for improved outcomes to pediatric care. * Collected and analyzed patient outcome data for quality of care research. * Published research in the medical journal Pediatric Critical Care Medicine. Uhlinger, Keis and George, Cleveland, OH 1998 - 2002 Law firm. Legal Assistant, Judgment Department Compiled installment plans to prevent civil law suits. * Established civil cases via investigative analysis and document preparation. * Received recognition for the record volume of cases closed in one month. * Assisted lawyers in providing subrogation representation to automobile and casualty insurers. * Assembled documentation for civil work. EDUCATION Bachelor of Arts (BA) in Communications, Minor in Biology Dean's List, 6 semesters Cleveland State University, Cleveland, OH 1998-2002 ACCOMPLISHMENTS * Produced video aired at the National Broadcasters Hall of Fame Induction Ceremony, 2002 * Published 2 articles in The Cleveland Stater - A Cleveland State University Publication: "Handicapped Parking Spaces Set by Law; Abuse Occurs on Campus" "Changes Ahead for International Students Following September 11" TRAINING Internal Training, Cleveland Clinic, Cleveland, OH: Meeting / Facilitation Training Clinic Ethics; Core Concepts, Methods, and Cases Program Caring Conversation Project Management RESEARCH ARTICLES "Perceptions of Reasons Call Lights are Activated: Pre and Post Intervention to Decrease Call Light Use" "Factors that Prompt Night Time Noise to Eliminate Sleep and Affects it has on P atient Satisfaction After Cardiovascular Surgery"