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Skills

  • Metric equipment
  • Insurance verifying
  • Interpreting physician orders
  • Employee competency program design
  • First Aid/CPR
  • New hire training and onboarding
  • MS Office
  • Cross-functional team collaboration
  • Billing and insurance claim coordination
  • Medical documentation accuracy

Work Experiences

  • Awarded President's Club in 2018.
  • Contributed to service excellence in 2020.
  • Achieved results over one year.
  • Achieved a 39% decrease in report reconciliation discrepancies.
  • Created detailed reporting tools for tracking team performance.
  • Developed and implemented evening and weekend shift policies, resulting in a 55% increase in after-hours patient visits.
  • Achieved 25% accuracy.
  • Transported Workday to several months customer locations.
  • Had an excellent attendance record and was always on time for work.
  • Created a real-time reporting system for patient check-ins, resulting in more efficient handoffs to clinical staff and reduced bottlenecks by 25%.

Summaries

  • Dedicated to learning, growing, and succeeding in Healthcare.
  • Strengths in data analysis and risk assessment backed up by Healthcare training.
  • Mandarin is a second language for me.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Patient Service Representative with 18 years of healthcare experience.
  • Clear understanding of risk assessment and stakeholder engagement as well as quality assurance training.
  • Comprehensive knowledge of workflow optimization and a dedication to patient satisfaction.
  • Achieved service excellence.
  • Championed workflow optimizations.

Accomplishments

  • Optimized the intake process, reducing average patient wait times by two years and improving overall clinic flow by 65%.
  • Collaborated on process improvement committees, influencing operational decisions that resulted in a 45% reduction in appointment cancellation errors.
  • Spearheaded the introduction of a bilingual patient support program, which expanded accessibility and increased patient satisfaction ratings among French speakers by 23%.
  • Recognized by management with Employee of the Year in 2023 for improving cooperation between front-office staff and medical professionals, reducing internal task handoffs by 36%.
  • Regularly updated management on patient intake trends, resulting in 15 additional front-line hires during peak seasons to meet demand.
  • Implemented online appointment scheduling system, reducing no-show rates by 36% and freeing up administrative resources.
  • Developed a streamlined post-care follow-up system that increased return patient visits by 61%.
  • Developed enhanced patient interaction scripts, leading to a 56% increase in patient satisfaction scores based on feedback surveys from 2016.
  • Enhanced after-hours communication by launching email notifications for appointment reminders, reducing day-before cancellations by 76%.
  • Supervised the implementation of a daily readiness checklist to ensure compliance with state health regulations, maintaining a 27% success rate during 2019 safety audits.

Affiliations

  • Medical Office Management Certification (CMOM)
  • Project Management Institute
  • American Society of Safety Professionals
  • Healthcare Financial Management Association (HFMA) - Revenue Cycle Management Certification
  • Rotary International
  • Association for Supply Chain Management (APICS)
  • American Association of Healthcare Administrative Management (AAHAM)
  • Credentialed Specialist through the National Healthcareer Association (NHA)
  • International Association of Administrative Professionals
  • Freemason

Certifications

  • Certified Medical Administrative Assistant (CMAA)
  • Certified Professional in Patient Access Services (CPPAS)
  • Certified Professional in Healthcare Quality (CPHQ)
  • Cisco Certified Network Associate (CCNA)
  • Lean Six Sigma Green Belt for Healthcare (LSSGB)
  • CompTIA A+ Technician
  • Cisco Certified Internetwork Expert (CCIE)
  • Front Office Healthcare Certification Program (FOHC)
  • Microsoft Certified Systems Engineer (MCSE)
  • Healthcare Customer Service Certification (HCSS)

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