Patient Experience Operations Manager

Nemours Children’s Health

1600 Rockland Road

Wilmington, DE 19803

[email protected]

(302) 298-7762

Cynthia, a member of the Patient Experience Team at Nemours is an accomplished Pediatric Practice Manager with over 25 years of healthcare operations management experience.  Cynthia is certified in Physician Practice Management and a Certified Patient Experience Professional (CPXP).  She earned a Master of Business Administration at the State University of New York at Buffalo and a Bachelor of Science at Rensselaer Polytechnic Institute in Troy, NY.

Cynthia shares responsibility for the implementation and sustainability of patient and associate engagement initiatives designed to improve and ensure a consistent patient/family experience across a multi-state pediatric health system.  Cynthia is responsible for utilizing evidence-based best practices to help develop programs that drive improvement around the patient experience. These programs include training and coaching to ensure new and existing associates have the tools needed to create an exceptional patient/family experience.  She works collaboratively to identify disparities in patient experience and to design and implement improvement programs to decrease these disparities. 

Cynthia’s skills include operations management, human resources management, budget development and monitoring, revenue and expense reporting and monitoring, strategic and financial planning, statistical reporting and analysis, policy and procedure development and implementation, facilities planning and management, systems evaluation, corporate business development, contract negotiation, affiliation agreements, faculty practice plan reorganization, grant preparation and oversight, not-for-profit organization development, compliance monitoring and community relations.

During her tenure at Nemours Cynthia has served on numerous committees and worked on projects supporting strategy, quality and safety, continuous improvement, equitable care and service excellence. 

Cynthia is a proud mother and grandmother whose interests in addition to Faith, Family and Friends are Maternal-Child Health, Mental Health Advocacy for Children and Teens, Continuing Education, Travel, Community Service, Fitness and Sports.