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Skills

  • HIPAA compliance
  • Escalation management
  • Customer satisfaction tracking
  • System updates
  • Supervision
  • Complaint tracking software Jira
  • Process improvement
  • Data-driven decision making
  • Billing dispute management
  • Empathy and emotional intelligence

Work Experiences

  • Assisted in the development of a multilingual guide for non-English speaking patients, leading to a 53% increase in communication comprehension scores.
  • Collaborated with the medical team.
  • Assumed leadership of the relations team during critical PR events, delivering President's Club-winning service responses and maintaining trust with public stakeholders.
  • Assumed leadership of the relations team.
  • Assisted in the development of a multilingual guide.
  • Acted as a mediator during patient/physician conflicts, resulting in a 70% decrease in formal complaints against healthcare providers.
  • Collaborated with insurance companies.
  • Assisted 12 families per month.
  • Advised on legal rights and medical ethics.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.

Summaries

  • Collaborative Patient Relations Advocate.
  • Within Healthcare, senior Patient Relations Advocate and outstanding performer in client relations and quality assurance.
  • Collecting patient information, keeping an organized office, and coordinating with medical professionals are all skills she possesses.
  • Achieved a 17% reduction in complaints.
  • Complete patient education is a success.
  • Patient Relations Advocate is a multi-talented Patient Relations Advocate who is consistently rewarded for planning and operational improvements.
  • Adept in insurance claim negotiation, my efforts have recovered $12 in payments for patients, streamlining the approval process and minimizing service denials by 71%.
  • Accomplished in medical terminology and patient relations, I leverage my knowledge to bridge gaps across departments, successfully addressing 11 patient concerns daily.
  • Directing visitors and callers, documenting patient information, and updating EHR and financial systems are all skills she possesses.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.

Accomplishments

  • Launched a patient-first initiative in collaboration with medical staff, achieving a 26% increase in post-care survey scores within 2 months.
  • Introduced a patient follow-up call procedure, leading to 48% retention increase and improving feedback collection.
  • Successfully organized patient-centered care initiatives, garnering a Excellence Award for exceptional service delivery in 2018.
  • Led a cross-functional collaboration to redesign patient communication strategies, increasing resolution efficiency by 25% and overall patient ratings by 15 points.
  • Advocated for hospital policy changes based on patient grievance reports, leading to policy amendments and a 43% decrease in recurring complaints.
  • Reduced departmental response times by 65% on patient feedback by implementing a centralized issue tracking system using Salesforce.
  • Delivered 12 educational seminars on patient rights and services, improving awareness and reducing escalated disputes by 62%.
  • Collaborated with clinical teams to advocate for patient needs, resulting in a 20% increase in patient satisfaction scores as measured by standard.
  • Contributed to a critical campaign reducing patient turnover by 49% after comprehensive service reviews and corrective actions.
  • Developed and maintained a comprehensive patient outreach database, enabling personalized follow-ups that helped increase patient retention by 80%.

Affiliations

  • Medical Group Management Association (MGMA)
  • National Council of State Boards of Nursing (NCSBN)
  • Jaycees
  • Association for Clinical Research Professionals (ACRP)
  • National Association for Healthcare Quality (NAHQ)
  • Freemason
  • American Hospital Association (AHA) - Section for Health Care Systems
  • Association for Supply Chain Management (APICS)
  • Rotary International
  • Patient-Centered Outcomes Research Institute (PCORI)

Certifications

  • Apple Certified Associate (ACA)
  • Certified in Healthcare Analytics (CHA)
  • Certified Healthcare Administrative Professional (cHAP)
  • Google Certified Professional Cloud Architect
  • Certified Medical Administrative Assistant (CMAA)
  • Certificate in Healthcare Advocacy (CHA)
  • Certificate in Employee Training and Development for Healthcare
  • CompTIA A+ Technician
  • Patient-Centered Care Advocacy Certification
  • SHRM Certified Professional (SHRM-CP)

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