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Skills

  • Cross-departmental collaboration
  • Data entry
  • Clinical workflow analysis
  • Medical terminology
  • Conflict resolution
  • First Aid/CPR
  • Business operations
  • Budgets
  • Event coordination (support groups, workshops)
  • Facilitation of support groups

Work Experiences

  • Addressed patient concerns effectively.
  • Had an excellent attendance record and was always on time for work.
  • Assisted in coordinating vital services for patient families, including travel arrangements and housing, leading to a reduction in stress and better patient outcomes.
  • Achieved an average satisfaction score of 29%.
  • Achieved higher satisfaction scores.
  • Transported HubSpot to one year customer locations.
  • Collaborated with care teams.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Contributed to informed decision-making.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Achieved a 23% satisfaction increase in discharge processes.
  • Boosted patient engagement by 29% through strategic initiatives to streamline communication channels between families and care teams.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Achieved a 14% increase in participation rates.
  • Spanish is a second language for me.
  • Achieved satisfaction scores of 84% or higher.
  • Addressed the unique needs of diverse families.
  • Medical administrative professional with 3+ years of experience in patient care.
  • Assisted families with critical services.
  • Within Healthcare, senior Patient Family Liaison and outstanding performer in process improvement and strategic planning.

Accomplishments

  • Successfully coordinated patient discharge plans with multidisciplinary teams, reducing readmission rates by 65%.
  • Proactively initiated family feedback sessions to gather concerns and insights, resulting in a 59% increase in overall healthcare provider satisfaction ratings.
  • Facilitated family meetings with interdisciplinary teams to discuss ongoing treatment plans, reducing family complaints by 83%.
  • Collaborated with team of 4 in the development of standard.
  • Facilitated crisis intervention strategies for families in distress, ensuring swift and effective resolution of conflicts.
  • Supported family members in understanding complex insurance coverage options, reducing billing-related confusion by 25%.
  • Authored and distributed patient rights and expectations guide to over 12 families, resulting in improved transparency and engagement.
  • Implemented a standardized patient handoff procedure ensuring seamless communication between clinical staff and families, reducing errors by 25%.
  • Worked closely with patient advocates to address and resolve family grievances, streamlining the response time by 36%.
  • Educated families on complex medical terminology, translating medical jargon into everyday language, improving understanding by 38%.

Affiliations

  • Supportive member of Better Outcomes by Optimizing Safe Transitions (BOOST)
  • Credentialed with the National Patient Advocate Foundation (NPAF)
  • National Association of Social Workers
  • Active Membership in the Patient-Centered Outcomes Research Institute (PCORI)
  • Lions Club
  • Healthcare Compliance Association (HCCA) Affiliate
  • International Council of Nurses
  • Community Health Education Organization Volunteer
  • Certified in Crisis Intervention by the Crisis Prevention Institute (CPI)
  • Patient Counseling Special Interest Group Membership

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Advanced Pediatric Life Support (APLS) Certification - 2024
  • CompTIA Network+
  • Certified Case Manager (CCM) – 2018
  • Apple Certified Associate (ACA)
  • Certified Grief Counseling Specialist (CGCS) 2023
  • Certified Organizational Conflict Management Facilitator - 2017
  • Certified Palliative Care Educator - 2023
  • ServSafe
  • Certified Respecting Choices Advance Care Planning Facilitator - 2024

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