August 2013 MEMBER SPOTLIGHT
Director of Clinical Marketing
Eastern Virginia Medical School
As the Director of Clinical Marketing, Marsha is responsible for collaborating with all levels of the academic health center, from senior leadership to service line administrators, physicians, and front line caregivers to improve and align strategies around service excellence. Her primary goal is to enhance and continually improve the overall experience and customer loyalty of patients and their families, while driving a culture of service throughout the organization.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Designing and launching a customer service training program using our standardized patients from the modeling and immersive learning/simulation center. This allowed for staff role playing as patient and as employee to model the behaviors desired in a service excellence culture. Learning was done in a safe and non-threatening environment which allowed the training to be immediately put into place when returning to their offices.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Our decentralized model of clinical practices makes consistent delivery of service excellence a 24/7 focus.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
To shake up a space currently characterized by one-way, periodic or ad hoc insights and feedback from our patients to building one based on two-way, continuous customer engagement, a different model purpose-built for the very different challenges ahead for the healthcare industry.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
Go across the street from my home and walk along the ocean, seeing dolphins swimming and kids surfing. What a great way to center myself and continue the patient experience journey another day!
WHY DID YOU JOIN THE BERYL INSTITUTE?
To network with peers across the country who are also on this incredible journey to enhance the patient experience.