Hi, I’m
Cherricel Gonzales
Associate Director, Patient Experience
Marikina
Summary
Dynamic leader with a proven track record at St. Luke's Medical Center, enhancing patient experience through strategic leadership and active listening. Excelled in fostering team collaboration, driving operational efficiencies, and implementing cost-saving measures. Known for turning challenges into opportunities for growth, significantly improving patient satisfaction and loyalty. Skilled in organizational development and patient relations.
Overview
19
years of professional experience
Work History
St. Luke's Medical CenterQuezon City
Associate Director of Patient Experience
08.2020 - 09.2024
Job overview
- Led teams of up to 40 personnel, supervising daily performance as well as training and improvement plans.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of patient interactions, contributing to comprehensive database for future reference.
- Addressed patient inquiries to ensure satisfaction and foster positive service experience.
- Established strong relationships with key stakeholders, creating mutually beneficial opportunities for growth and collaboration.
- Resolved patient complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced patient satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with patient and relatives through active listening skills, leading to great patient experience and positive feedback from patients.
- Collaborated with team members to develop best practices for consistent great patient experience delivery
- Oversaw annual budget planning processes, ensuring financial goals were met while maintaining optimal resource allocation across departments.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Maintained compliance with industry regulations while adapting to changes or best practices as needed.
St. Luke's Medical CenterQuezon City
Department Manager, Patient Relations
09.2017 - 06.2020
Job overview
- Complaints Management
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Increased patient satisfaction with proactive issue resolution strategies.
- Negotiated solutions with dissatisfied patients, turning potential negative reviews into positive testimonials.
- Improved patient satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Led team of professionals to consistently achieve or exceed performance targets.
St. Luke's Medical CenterQuezon City
Section Manager, Customer Relations
07.2012 - 08.2017
Job overview
- Mentored junior employees for career growth, building strong talent pipeline for organization.
- Resolved complex issues through root cause analysis and implementation of effective solutions tailored to specific situations.
- Fostered positive work environment by promoting teamwork, open communication, and recognition of individual achievements.
- Achieved consistent on-time project completion by monitoring progress, identifying bottlenecks, and taking corrective actions as needed.
- Resolved customer service escalations to promote mutually beneficial outcomes.
- Reduced customer complaints significantly by developing comprehensive issue resolution protocols designed to address concerns promptly and effectively.
- Scheduled weekly section meetings to review emerging challenges, identify opportunities and recognize high-performing employees.
- Managed budgets, resources, and schedules to ensure timely delivery of high-quality results.
- Identified section KPIs and created measurement mechanism to track operations efficiency.
St. Luke's Medical CenterQuezon City
Customer Relations Associate
09.2005 - 07.2012
Job overview
- Streamlined communication processes for improved customer experience and increased loyalty.
- Implemented customer feedback systems to identify areas of improvement and increase overall satisfaction.
- Contributed to departmental goals by consistently meeting or exceeding performance metrics for quality assurance scores, call handle times, and issue resolutions.
- Developed strong rapport with repeat customers through regular follow-ups on previous issues or inquiries.
- Maintained detailed records of customer interactions to inform future improvements in service delivery.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Led workshops for fellow Customer Relations Associates on best practices in de-escalation techniques resulting in reduced conflict between staff and customers.
- Collaborated with team members to develop new strategies for client retention and growth.
Education
Singapore Management UniversitySingapore
from Innovation Workshop
03.2024
Singapore Management UniversitySingapore
from Hospital Management Executive Program
12.2020
Asian Institute of ManagementMakati City, Metro Manila, Philippines
from Basic Management Program
06.2010
St. Paul University Quezon City, Metro Manila, Philippines
Bachelor of Science from Major in Psychology
04.2001
Skills
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Team Collaboration and Leadership
Timeline
Associate Director of Patient Experience
St. Luke's Medical Center
08.2020 - 09.2024
Department Manager, Patient Relations
St. Luke's Medical Center
09.2017 - 06.2020
Section Manager, Customer Relations
St. Luke's Medical Center
07.2012 - 08.2017
Customer Relations Associate
St. Luke's Medical Center
09.2005 - 07.2012
St. Paul University
Bachelor of Science from Major in Psychology
04.2001
Singapore Management University
from Innovation Workshop
Singapore Management University
from Hospital Management Executive Program
Asian Institute of Management
from Basic Management Program