Jim Burrows is the Director of Service Excellence and Patient Relations at Nemours. In this role, Jim is responsible for creating training programs, materials and initiatives that drive and sustain a culture of service excellence to continuously improve the child and family experience. He also ensures that the family voice is incorporated into service excellence work by utilizing and analyzing numerous sources of patient/family feedback to prioritize improvement efforts. Additionally, Jim manages the Patient Relations, Patient Escort, Family Ambassador and Admissions processes for the Nemours/Alfred I du Pont Hospital for Children.
Prior to joining Nemours in 2012, 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.
Jim’s journey to healthcare began with the birth of his daughter, who was born with severe medical complications requiring multiple surgeries and months of hospitalization with intense care. The experience of having a sick child led Jim to volunteer for the Nemours/Alfred I du Pont Hospital for Children’s Family Advisory Council, where he soon became the Parent Chairperson. It was the combination of his personal experience, professional expertise and passion for volunteer activities to improve the child and family experience that led Jim to join the Nemours staff.
With this dual perspective as a hospital director and as a parent advocate, Jim speaks to various groups regarding the child and family experience including new hire orientation, new resident orientation, town halls, Learning Development Institutes, individual inpatient and outpatient departments and other groups within Nemours.
Jim received his undergraduate degree in Marketing from the University of Delaware and earned his MBA with highest honors in Finance from Goldey-Beacom College.