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Rachel Vitagliano

Rachel Vitagliano

Guest Services and Patient Relations Manager

Cancer Treatment Centers of America

Ardmore, PA

Lean Six Sigma Greenbelt. 10+ years in Guest Loyalty, Event Management, Strategic Project Management and Communication

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Cancer Treatment Centers of America

Guest Services and Patient Relations Manager

• Leads Patient Relations team to provide superior patient engagement and loyalty at Eastern Regional Medical Center. Collects and evaluates patient satisfaction data and uses analytics to determine trends for areas of improvement and action planning. Successfully maintains a monthly Net Promoter Score of over 95 and the 3rd highest HCAP score in Pennsylvania.

• Project manager and subject matter expert (SME) for the enterprise-wide Guest Services Brand Assurance, ensuring consistent representation of our brand across facilities and the delivery of the Mother Standard® of care to each patient.

• Super user and core member of Patient Relationship Management software (CRM solution) implementation team leading software design, training and adoption efforts throughout our five (5) hospitals

• Change leader involved in the strategic planning, key performance indicators, departmental budgets and program descriptions and procedures for the empowered patient at Eastern Regional Medical Center.

• Coordinates production of large scale events Celebrate Life!, our five (5) year survivor celebration event, Stem Cell Transplant and Cell Therapy Open House, Annual Holiday Party and Corporate Picnic for over 1,000 attendees.

• Directs and supervises five (5) departments (Patient Advocates, Concierge Staff, New Patient Liaisons, Switchboard Operations and Volunteer services) and oversees four (4) team leads, 15 full time staff members daily and over 70 hospital volunteers.

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Career
Career medium 05

Philadelphia Eagles

Guest Services Manager & Coordinator

• ​Provided advance event planning, operational assessment, and staffing expectations for events including Philadelphia Eagles football, Temple University Football, Army vs. Navy, Philadelphia Union Soccer, NCAA Lacrosse, Champions World, FIFA and CONCACAF International soccer matches, Eagles Youth Partnership Flight Night!, Monster Jam and concert events Kenny Chesney, Taylor Swift and U2.

• Lead the recruiting, hiring, and training of a diverse event day operations staff of over 800 members.

• Wrote content, developed and executed all stadium event personnel training programs including Game Day Staff Training Camp, Rookie & Veteran Camps, Global Supervisor Training and Quality Control staff.

• Responsible for content, design and production management of print materials including our Game Day Staff Handbook, Guest Playbook and Guide for Guests with disabilities which was circulated to 70,000+ season ticket holders annually.

• Assisted Director of Event Operations in the relationship management of our stadium service partners.

• GS Intern (1 yr) promoted to GS Coordinator (4 yr) prior to accepting manager role. Total eight (8) seasons of service with team.

Career

James Madison University

BS in Kinesiology, Sports Management