Lisa A. Taddeo 216-272-8616 lt12e4ace@westpost.

net CAREER SUMMARY Exceptionally talented and dedicated Customer Service Professional providing excellent service to customers; builds 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 complex problem-solving and troubleshooting, conflict mediation, and planning / implementing measures to resolve trends established by quantitative and qualitative evidence.Demonstrates excellent communication and interpersonal skills with all clinical staff, patients, and visitors. Specific expertise in the following: * * * * * * * * * * Collaboration Problem Solving Team Player Project Management Innovative Thinker Quality Patient Care Training / Education Crisis Intervention Patient Advocacy Data Analyst

PROFESSIONAL EXPERIENCE The Cleveland Clinic, Cleveland, OH 2006 - 2011 One of Americais top hospitals and medical research centers. Patient Service Navigator / PSN Office of Patient Experience 2008 - 2011 Patient Service Associate / PSA H50 and H51 Nursing Units 2006 - 2008 Served as a liaison within various departments and divisions foundation-wide to investigate, triage, and find resolutions to patient complaints or issues. * Built relationships with the patients and nursing staff of the H51 & H50 Nursing Units to maximize the patient experience. * Assisted and facilitated coordination of care, family meetings and communication between health care providers, patients, and their families. * Responded to code situations, offering support and comfort to family, friends, and staff. * Collected data and created reports on patient issues in an effort to address patient satisfaction. * Coached and trained nursing staff on how to handle difficult patient situations. * Served as Chair of the H51 & H50 Patient Satisfaction Committee from 2008 n 2010 to develop projects to improve the patient experience, including a Responsiveness Improvement Project, and HCAHPS Education, Quiet at Night Brochure, and H50/H51 Patient Education Handbooks.

* Served as a concierge to address patient needs. * Coordinated Ambassador Volunteers. * Assisted in the development of key initiatives to improve the patient experience, including Pet Therapy, SalonMD, Length of Stay Project, and H50 & H51 Patient Experience Task Force. * Developed Quiet at Nighti, Nursing Staff, and Inpatient Stay brochures to help educate patients and improve the patient experience. Medical Mutual of Ohio, Cleveland, OH 2005 - 2006 Trusted insurer for75 years, serving more than 1.6 million healthcare customers. Internship in Financial Investigations Recovered funds from providers and members through data analysis and research. * Created spreadsheets of CPT codes to make sure billings were correct. Recovered more than $400,000 by correcting the billing codes. * Analyzed data utilizing Hummingbird, Microsoft Excel, and various other fraud and case tracking systems. * Corresponded with medical offices to retrieve case information. Dinks Restaurant, Chagrin Falls, OH 1998 - 2004 Restaurant. Hostess and Waitress * Trained and mentored new employees. * Developed relationships with the guests and addressed any serving complaints. * Served meals and seated guests. EDUCATION Bachelor of Arts and Sciences (BAS) in Justice Studies, 2006 Kent State University, Kent OH TRAINING * Medical Terminology, Cleveland Clinic, Cleveland, OH * Attended OSHCA Fall Conferences in 2006, 2008, 2010, Newark, OH * World Class Customer Care: Basic Core Skills, Cleveland Clinic, Cleveland, OH * Service Recovery, Cleveland Clinic, Cleveland, OH * Applying Key Words at Key Times, Cleveland Clinic, Cleveland, OH * Communicating and Listening, Cleveland Clinic, Cleveland, OH * Responding with H.E.A.R.T, Cleveland Clinic, Cleveland, OH