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Skills

  • Cross-departmental communication
  • Engagement and rating management
  • Medical insurance
  • Complaint management and resolution tracking
  • Conflict resolution mentoring
  • HIPAA compliance training
  • Medical terminology
  • KPI Tracking and Reporting
  • Team building
  • Organization

Work Experiences

  • Consistently met quarterly KPIs.
  • Created a real-time reporting system for patient check-ins.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Developed and implemented evening and weekend shift policies, resulting in a 55% increase in after-hours patient visits.
  • Achieved 25% accuracy.
  • Created detailed reporting tools for tracking team performance, which aided in achieving Outstanding Service Award for service excellence in 2023.
  • Championed a patient retention program.
  • Contributed to service excellence in 2020.
  • Explained treatment plans and payment options.
  • Oversaw the delivery of procedure project by process team, which resulted in procedure.

Summaries

  • Clear understanding of risk assessment and stakeholder engagement as well as quality assurance training.
  • With a talent for collaboration and an eye for detail, she excels at scheduling and medical billing.
  • Accomplished leader experienced in integrating new EHR software.
  • Achieved a 58% decrease in scheduling conflicts.
  • Achieved significant reduction in data entry errors.
  • Championed workflow optimizations.
  • Achieved a 81% complaint resolution rate.
  • Within Healthcare, senior Patient Service Representative Team Lead and outstanding performer in project management and stakeholder engagement.
  • Mandarin is a second language for me.
  • Strengths in data analysis and risk assessment backed up by Healthcare training.

Accomplishments

  • Played a key role in monthly training initiatives, resulting in 42% decrease in customer service errors from new hires within the first one year of employment.
  • Drove the transformation of patient service policies to enhance confidentiality adherence, achieving a CPA in HIPAA compliance for the entire team in 2022.
  • Collaborated on process improvement committees, influencing operational decisions that resulted in a 45% reduction in appointment cancellation errors.
  • Developed a streamlined post-care follow-up system that increased return patient visits by 61%.
  • Allocated staff resources based on real-time patient volume data, which improved operational efficiency and cut overtime costs by 23%.
  • Regularly updated management on patient intake trends, resulting in 15 additional front-line hires during peak seasons to meet demand.
  • Coached new employees on patient engagement best practices, which improved first-contact resolution rates by 54% within one year.
  • Developed enhanced patient interaction scripts, leading to a 56% increase in patient satisfaction scores based on feedback surveys from 2016.
  • Implemented online appointment scheduling system, reducing no-show rates by 36% and freeing up administrative resources.
  • Standardized daily reporting procedures for front-desk operations, improving data accuracy and clinic performance KPIs by 21%.

Affiliations

  • American Health Information Management Association (AHIMA)
  • Institute for Healthcare Improvement (IHI)
  • Patient-Centered Outcomes Research Institute (PCORI)
  • Certified Patient Account Manager (CPAM) through AAHAM
  • Association of Information Technology Professionals
  • International Association of Privacy Professionals (IAPP)
  • Commission on Accreditation of Healthcare Management Education (CAHME)
  • American Marketing Association
  • Medical Office Management Certification (CMOM)
  • Healthcare Customer Service Excellence Program through Summit Group

Certifications

  • Basic Life Support for Healthcare Providers (BLS)
  • Oversight of Medical Billing Coursera Certification
  • Lean Six Sigma Green Belt for Healthcare (LSSGB)
  • Patient Navigation Certification (PNC)
  • Revenue Cycle Certification (RCC)
  • CompTIA Security+
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Cardiovascular Life Support (ACLS)
  • Certified Professional in Healthcare Quality (CPHQ)

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