Amy Crafton-Eberline

I am a dedicated and multifaceted Systems Patient Experience Manager with over 20 years of customer experience and 6.5 years of leadership in housekeeping. My career has equipped me with a strong foundation in enhancing patient experiences through meticulous attention to detail and a commitment to understanding the unique needs of each individual. I thrive in dynamic environments, where I can leverage my extensive background in customer service to implement effective systems and processes that elevate the overall patient journey.

My leadership experience has honed my ability to lead teams with a focus on collaboration, quality, and continuous improvement.

After three months as a housekeeper, I was promoted to the EVS Administrative Assistant position, where I managed calls, organized meetings, created operational spreadsheets, and maintained a complex filing system. After two years in that role, I transitioned to the EVS Operations Manager position, leading a team of 25 individuals and handling hiring, resource management, and compliance, among other responsibilities. For the past two years, I have been serving as a Systems Patient Experience Manager, where I track financial incentives and penalties, maintain client satisfaction, ensure compliance with regulatory agencies such as CMS and JCAHO, and oversee various other key responsibilities.

I have developed my skills and expertise primarily through hands-on experience in the field. My practical knowledge and accomplishments have been gained through my roles and responsibilities in various positions, allowing me to contribute effectively to my teams and organizations.