Karen Robinson offers extensive career experience, uniquely steered to optimize value across all corners of an organization
UNIVERSITY OF PITTSBURGH MEDICAL CENTER (UPMC), Pittsburgh, PA, 1999 to 2020
$21B integrated global not-for-profit health enterprise with 85,000 employees, 40 hospitals, and 600 clinical locations.
Overview: Figured prominently in administrative and operational leadership roles within UPMC Health Systems during prolific tenure. Steered operations and member services, quality audits, customer service, student and volunteer management, and patient/ employee relations initiatives to success while enhancing program performance and championing improved outcomes in quality, compliance, risk management, and service delivery.
Manager, Patient Relations / Director, Student & Volunteer Services, 2008 – 2020
UPMC ACES Award (awarded to <1% of employees) for leadership commitment and excellence in service
UPMC Sustainability & Innovation Award for development of a sustainable conservation project
UPMC Special Recognitions (multiple years) for outstanding results in quality and performance outcomes
Strategized alongside senior leadership on organization-wide initiatives. Developed, implemented, and spearheaded educational programming (including polices and procedures for patient rights) for staff to enhance and promote positive patient relationships. Led 600-stong student and volunteer services organization, placed graduate-level medical students into experiential learning positions, drove social responsibility, and mentored department leaders while driving compliance and quality.
Consistently surpassed core goals—including national customer service scores, quality outcomes, and call center performance targets—while maintaining near-zero staff turnover rate and leading teams to high productivity levels.
EXAMPLES OF CONSUMER-CENTERED PROGRAM, PROCESS & PEOPLE IMPROVEMENTS
As part of $14M UPMC grant to conduct a large, nationally recognized longitudinal study, improved QA process after compiling a 5-question, telephonic screener, which optimized performance of 45 independent contractors/interviewers, reduced the need for additional human resources, and expedited both operational and validation processes.
Received ACES and Superstar Awards for service quality and innovative solutions after developing groundbreaking program as the prototype and foundation for UPMC’s award-winning customer service program—now known as UPMC Concierge Services, a critical member outreach/communications channel with consumer-centric and relevant scripts for information on benefits, resources, updates, and much more.
Enhanced the patient experience and bridged communications gaps by launching Patient Navigation Program that connected clinical leadership and nursing staff, non-clinical personnel and students, and newly arrived patients and loved ones at UMPC.
Earned acclaim of the Advisory Board and invited by PA Nurse’s Association for Best Practices to publish and present at a state conference several national articles, prompting UPMC Magee-Women’s Hospital and UPMC Chautauqua to adopt a similar practice.
Selected to be interviewed by and join designation evaluators on UPMC Shadyside’s Magnet Program (a nationally recognized program for service and quality excellence) journey to advance the commitment to patient and family satisfaction.
Provided long-term patients who resided in Allegheny County the opportunity to cast their ballot from their hospital beds during pivotal election years by forming partnership with Disability Rights Network (DRN) to develop and roll out patient “Exercise Your Right to Vote” program and process; 20% of patient population eligible to vote at Western Psych (WPH).
Ballooned patient-outcome and staff satisfaction scores for WPH by hosting 2-4 patient experience events each month (e.g., concerts, gift distributions, treats, “thinking of you” cards and visits, pet therapy visits).
Originated Music to My Ears concert program, which engaged community partners, musicians, and performing artists for 2 concerts per month to raise mental wellbeing for long-term patients and reduce staff stress.
Boosted customer service and cut 67% inpatient complaints with new program and strategy. Trained and deployed members of the Peer Advocate Team (PAT)—who displayed excellent interpersonal, conflict management, and communication skills—into a new Patient Advocacy Program to deliver instant, on-site assistance inpatient issue resolution; program gained national attention and elevated UPMC brand.
Repositioned WPH from last place to 1 of the top 3 hospitals (out of 16 hospitals) in complaint management by driving a culture shift and embracing the notion of remaining proactive and consumer-centric.
Teamed with local AARP to fill staff requests for mature volunteers who could commit more time on a long-term basis.
Situated WPH to champion diversity, equity, and inclusion (DEI)—for patients and staff—as the first hospital within the health system to adopt a philosophy similar to Vanderbilt University’s Transbuddy Program.
OTHER SUSTAINABLE PRODUCTS, SERVICES, COMMITTEES & STRATEGIES
Functioned as principal lead on UPMC Diversity and Inclusion Committee dedicated to community outreach and relations as well as University of Pittsburgh’s Students as Healers Program.
Assumed the reins of vendor sales programs, designating a portion of sales to directly feed the patient experience fund and create memorable, monthly events for both staff and patients.
PRIOR UPMC SUCCESSES: Earned 5 promotions during 1999 – 2007 (Customer Service Coordinator, Pharmacy Operations Supervisor, Trainer, Quality Auditor, and Supervisor of Government Programs), cumulating with operations leadership roles.
Surpassed service level agreement (SLA) expectations year over year. Introduced employee recognition, reward, and incentive programs; encouraged camaraderie and facilitated employee engagement strategies, many of which remain in place today.
Earlier career as Marketing Manager, SE Region Experience for Trugreen-Chemlawn/Servicemaster, winning several national, corporate-based marketing campaign awards after propelling regional member satisfaction levels and productivity outcomes.
TEACHING EXPERIENCE (2006 – Present): Currently serve as adjunct faculty member and SME at multiple universities, employing advanced education—including a doctorate in organizational leadership and graduate certificates in HR management and marketing—to develop and lead undergraduate and graduate-level courses, focused on best business and management practices.
Undergrad & Grad-level Lecturer & Course Developer, UNIVERSITY OF ST. MARY (USM), Kansas 2013 – Present
Distinguished Master Instructor Award (on track), University of St. Mary
Authored multiple graduate-level leadership concept courses for USM and taught 7 key courses: Healthcare Management, Organizational Management, Healthcare Informatics & Technologies (HIT), Leadership and Business Operations, Legal and Ethical Issues in Healthcare, Strategic Leadership and Team Building, and Communications & Relationship Building.
ADDITIONAL TEACHING EXPERIENCE
Adjunct Faculty, SOUTH UNIVERSITY (2010 – Present): Undergrad & Grad-level courses: Leadership, Ethics & Culture, Leadership, Organizational Theory & Change, Team Building & Group Dynamics, and Coaching & Professional Development.
Associate Faculty & Course Developer, UNIVERSITY OF PHOENIX (2006 – Present): Innovation & Design Entrepreneurship, Seminar in Business Topics, and Managing the Experience within the Healthcare Environment.
ENTREPRENEURIAL VENTURES (2021 – Present)
CEO / Managing Partner, INGENUITY AT WORK: Established estate project management business to help clients maintain, enhance, and restore property value and provide quality oversight of home, commercial, and government property improvement projects. (www.facebook.com/ingenuity_at_work-107515111628748)
CEO / Managing Partner, SWEET DELTA BBQ SAUCE: Co-founded family-owned and inspired business, honoring parents’ commitment to education by donating a portion of sales revenue to fund STEAM Scholarships for underrepresented, college-bound students. (www.facebook.com/sweetdeltabbqsauce ).
CEO / Founder, KL ROBINSON CONSULTING, LLC: Drive growth, development, and daily operations for boutique consulting practice while facilitating client training, educational courses, and informational sessions within key business areas (e.g., operations management; healthcare leadership and administration, and organizational design and development.
Education & Certifications
Doctor of Management (DM), Organizational Leadership, University of Phoenix
The Impact of College Student Personal Development as a Result of Exposure to Diverse Classrooms, 8/2010 (published dissertation)
Master of Science (MS), Professional Leadership: Training & Development, Carlow University
Master of Professional Writing (MPW) – Bachelor of Science (BS), Management, Chatham University
Graduate Certificates: Marketing (G-MKT) and Human Resources Management (G-HRM) — Certified Advanced Facilitator (CAF)
University of Phoenix
Memberships & Professional Affiliations
Business Women in Leadership Executive Program, Florida International University, 2022 – Present
Member, Center for Women’s Entrepreneurship, Chatham University, 2020 – Present
Member, Society for Human Resource Management (SHRM), 2015 – Present
Member, American College of Healthcare Executives (ACHE), 2013 – Present
Member, Association for Talent Development (ATD), 2006 – Present
Publications
How Music Performance Enhances the Patient (and Staff) Experience at UPMC, The Advisory Board, 2014
A Guitar for a Promise, UPMC Infonet, 5/2013
The Uplifting Power of Music, UPMC Infonet, 4/2013
The Impact of Volunteering Rounding on Patient Complaints, The Advisory Board, 2011
Bridging the Communication Gap through Implementation of a Patient Navigator Program, 6/2010 (co-authored with nurse administrator, Dr. Shelley Watters, PA Nurse Journal)
The Impact of College Student Personal Development as a Result of Exposure to Diverse Classrooms, 8/2010-Published Dissertation