Stephen Weber

Background

About Stephen Weber

Patient experience executive with 25 years of leadership experience and a track record of improving performance, service, profitability and quality for healthcare organizations and global Fortune 100/500 corporations. Able to lead multilevel, cross-functional organizations in the development and implementation of strategic business solutions including increased customer service, improved quality initiatives and more efficient human capital planning. • Chaired multi-disciplined Patient Experience Oversight Committees resulting in sustained improvement in inpatient, clinic, ambulatory surgery and medical practice patient satisfaction scores. • Created and led patient and guest relations, language services and volunteer services departments reducing patient complaints/grievances and increasing patient loyalty, increasing language compliance and expanding service excellence behaviors across all service lines. • Developed house-wide service recovery and post-discharge follow phone call programs. • Designed custom training programs guiding standardization of service excellence behaviors across multiple disciplines. • Chair and regularly present to various hospital-based councils, committees and medical boards. • Conducted patient satisfaction survey management across multiple CAHPS platforms as well as internally-based Voice of the Patient surveys to improve patient perception of care and services. • Led organizational OAS CAHPS pilot experiment of survey on behalf of CMS. • Created Patient and Family Advisory Councils to bring the Voice of the Patient into hospital-based improvement initiatives. • Designed multiple reward and recognition programs to promote service excellence behavior. • Led customer retention and referral generation efforts by creating owner follow-up protocol, writing multiple standardized post-sale communications, and lengthening post sale off-site exit process. Resulted in 60% increase in referral generation.