Jim is the VP Performance Optimization at Penn Medicine, Lancaster General Health. He previously was the Administrator for Patient and Family Services at Nemours / Alfred I. duPont Hospital for Children. At Nemours, Jim was responsible for programs and services at the hospital and in the Nemours Delaware Valley satellite locations: Social Work, Child Life, School Program, Pastoral Care, Volunteer Services, Auxiliary, Welcome Centers, Patient Relations, Integrative Medicine Program, Patient Escort Service and the Family and Youth Advisory Councils. In addition, Jim collaborated in the development of strategies, lead the implementation, and monitored improvement of programs, services and processes designed to elevate and sustain the highest levels of patient and family satisfaction at Alfred I. duPont Hospital for Children and the surrounding Nemours clinics.
Jim joined Nemours in 2012 as the Director of Service Excellence. He was responsible for creating training programs, materials and initiatives that drove and sustained a culture of service excellence to continuously improve the child and family experience. He also ensured that the family voice was incorporated into service excellence work by utilizing and analyzing numerous sources of patient/family feedback to prioritize improvement efforts. Jim also managed the Patient Relations, Patient Escort, Family Ambassador and Admissions processes for the Alfred I. duPont Hospital for Children.
Prior to joining Nemours, Jim spent fifteen years with Bank of America, previously MBNA America Bank. He was a Senior Vice President and held a variety of senior-level management roles, including technology administration, technology risk management, finance, call center direction and process improvement through Six Sigma and Lean project management.
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