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Skills

  • Crisis intervention
  • Training and onboarding
  • Organization
  • Regulatory compliance
  • Chart pulling
  • Patient rights advocacy
  • Cross-functional collaboration
  • Medical insurance
  • Project organization
  • HIPAA compliance

Work Experiences

  • Explained treatment plans and payment options.
  • Collaborated with the medical team.
  • Went over the doctors' daily care slips.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved long-term resolution in 16% of high-conflict cases.
  • Was in charge of compiling and reviewing medical records.
  • Conducted hospital-wide workshops.
  • Collaborated with the medical team to ensure patient needs and concerns were addressed promptly, improving patient satisfaction scores by 77%.
  • Achieved a 66% reduction in unresolved issues.
  • Transported HubSpot to three years customer locations.

Summaries

  • Collaborative Patient Relations Advocate.
  • Achieved a 64% first-contact resolution rate.
  • Complete patient education is a success.
  • Patient Service Representative with extensive knowledge of category.
  • Patient Relations Advocate is a multi-talented Patient Relations Advocate who is consistently rewarded for planning and operational improvements.
  • Accomplished Patient Relations Advocate.
  • Patient Service Representative with 16 years of healthcare experience.
  • Committed to patient-centered care.
  • 15 years of experience as a patient service representative.
  • Comprehensive knowledge of process improvement and a dedication to patient satisfaction.

Accomplishments

  • Launched a patient-first initiative in collaboration with medical staff, achieving a 26% increase in post-care survey scores within 2 months.
  • Spearheaded the integration of a patient self-service portal, cutting front desk inquiries by 19% and improving online engagement by 53%.
  • Proactively managed patient feedback on social media during a PR crisis, restoring public trust with 48% positive turnaround in sentiment within 18 weeks.
  • Advocated for patients in complex care scenarios, collaborating with internal medical teams and achieving a resolution success rate of 52% in 16 cases.
  • Introduced a patient follow-up call procedure, leading to 48% retention increase and improving feedback collection.
  • Reduced overall patient complaint escalations by 61% through targeted conflict de-escalation protocols and improved real-time reporting.
  • Facilitated real-time communication between hospital teams and patients, improving the immediate resolution of 11 daily patient requests.
  • Documented and resolved standard which led to category.
  • Developed and maintained a comprehensive patient outreach database, enabling personalized follow-ups that helped increase patient retention by 80%.
  • Reduced departmental response times by 65% on patient feedback by implementing a centralized issue tracking system using Salesforce.

Affiliations

  • National Association of Social Workers
  • Council on Accreditation of Healthcare and Wellness Programs (COA-HWP)
  • American College of Healthcare Executives (ACHE)
  • Project Management Institute
  • Accreditation Commission for Health Care (ACHC)
  • Freemason
  • Rotary International
  • American Hospital Association (AHA) - Section for Health Care Systems
  • American Marketing Association
  • National Institute for Patient Rights (NIPR)

Certifications

  • Certified Advocacy and Patient Rights Specialist (CAPRS)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Apple Certified Associate (ACA)
  • Certified Public Accountant (CPA)
  • Certified in Healthcare Analytics (CHA)
  • Patient Rights Advocacy Certification
  • Certified in Healthcare Risk Management (CHRM)
  • ServSafe

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