October 13, 2011

Carroll named to direct Patient and Guest Services

Carroll named to direct Patient and Guest Services

Sean Carroll, MMHC, senior coach in the Service Excellence Coaching and Consulting Department, has been named director of Patient and Guest Services.

Sean Carroll, MMHC

Sean Carroll, MMHC

The new position is a combination of two former posts.

“Previously we had two separate departments — Guest Services and the Office of Patient Affairs,” said Gaye Smith, chief Patient Experience and Service Officer. “The leaders of both departments have left so we are taking this opportunity to create one new role.

“Because of the synergy of both of these groups, combining them makes a lot of sense. They are both focused on improving patient experience and responding to patient and family needs and concerns.”

Carroll, a 10-year Vanderbilt employee, is a perfect fit for the job, said Smith.

During the first eight years of his employment, Carroll worked with the Human Resources Department in recruitment and employee relations. He later joined the Service Excellence Department as a senior coach upon obtaining his Master’s of Management in Health Care from the Owen School of Management.

“I knew I wanted to be more involved with patients and I found that opportunity through the coaching work. Everything I’ve been doing at Vanderbilt is building upon itself,” said Carroll.

“Now my main goal is to continue to contribute to the positive impact we make on patients and their families. I am honored to lead this department whose total focus is on the patient experience.”

During the search for a permanent director, Andrea White, administrative director in Hospital Administration, provided the interim leadership for the two departments.