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Skills

  • Data analysis
  • Interpersonal and written communication
  • Document filing
  • Problem resolution
  • Strong verbal communication
  • Project management
  • Operational improvement
  • First Aid/CPR
  • Insurance verifying
  • Team Leadership

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Advocated for patients in complex medical situations.
  • Advocated for patients facing complex medical situations by arranging multi-departmental meetings, cutting resolution time in half.
  • Implemented marketing strategies that resulted in a 12% increase in the number of customers.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Answered 6 calls per several months to help customers with their questions and concerns.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved over 12 signups in the first 18 months.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved a 37% enhancement in customer service efficiency.
  • Portuguese is a second language for me.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Achieved 73% improvement in key satisfaction metrics at Chicago.
  • Professional with 12 years of progressive experience in the field who is highly organized and detail-oriented.
  • Achieved a 55% decrease in grievances.
  • Top-producing salesperson and industry expert in Healthcare.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Achieved a 73% improvement in treatment satisfaction.

Accomplishments

  • Reduced average patient response time to assistance requests by 79% by developing a streamlined feedback loop.
  • Collaborated with medical staff to improve communication protocols, resulting in a year-over-year increase in patient satisfaction of 20%.
  • Managed the intake process for 8 patients daily, reducing administrative errors by 29%
  • Implemented workflows that improved communication between departments, reducing internal escalations by 76%.
  • Developed a process improvement plan for patient outreach, reducing response time to critical issues by 54%.
  • Trained team of 12 on new policies that improved triage efficiency, resulting in an 31% increase in timely responses to patient concerns.
  • Resolved escalated patient complaints within three years, leading to an overall reduction in complaints by 23%.
  • Led cross-functional team meetings to address patient complaints, reducing resolution times by 35%.
  • Reduced patient wait times by 16% through the implementation of an online intake and appointment system.
  • Managed post-care follow-up procedures for finance, helping to identify critical areas for improvement and reducing call-backs by 81%.

Affiliations

  • Association for Patient Experience (AfPE)
  • Member of Oregon Hospital Association Patient Relations Committee
  • International Association of Administrative Professionals
  • Toastmasters
  • Healthcare Administrators Association (HCAA)
  • Society for Healthcare Consumer Advocacy (SHCA)
  • Healthcare Financial Management Association (HFMA)
  • Membership with Association of Staff Physician Recruiters (ASPR)
  • Jaycees
  • Certified Patient Experience Professional (CPXP)

Certifications

  • Patient Advocacy Certification (PACB)
  • CompTIA A+ Technician
  • Medical Terminology Certification by Harbor & Co.
  • Certified Professional in Patient Safety (CPPS)
  • Certified Protection Officer (CPO)
  • Cultural Competence in Healthcare Certification by Northwind
  • Basic Life Support (BLS) Certification by American Heart Association
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Patient Experience Leadership by Press Ganey
  • Certification in HIPAA & Patient Privacy Law Compliance

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