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Skills

  • Detailed Process Documentation
  • Regulatory compliance
  • Supervision
  • Professional telephone etiquette
  • Multilingual Portuguese
  • Project organization
  • Digital Form Implementation
  • Operational improvement
  • Communications
  • Appointment scheduling

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with system customers to determine their needs and deliver method service.
  • Transported Microsoft Excel to three years customer locations.
  • Went over the doctors' daily care slips.
  • Achieved a 49% improvement in patient satisfaction.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Contributed to the clinic winning the Innovation Award.
  • Achieved results over two years.
  • Collaborated with the billing department to ensure all copayments and charges were accurately recorded, minimizing billing discrepancies by 20% over one year.
  • Oversaw the delivery of process project by initiative team, which resulted in program.

Summaries

  • Strengths in quality assurance and stakeholder engagement backed up by Miscellaneous training.
  • Avoided breaches for 8 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Assisted 9 patients per week.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved results in two years.
  • Access Associate with 16 years of successful process improvement and quality assurance experience.
  • 10 years of experience as a patient service representative.
  • Medical administrative professional with 13+ years of experience in patient care.
  • Spanish is a second language for me.

Accomplishments

  • Redesigned appointment scheduling process using Adobe Creative Suite, improving overall patient satisfaction by 57%.
  • Effectively processed over 9 patient registrations per day while maintaining a 15% accuracy rate.
  • Implemented PPE protocols and social distancing guidelines, ensuring zero patient or staff infections during several months.
  • Identified inefficiencies in insurance verification process, reducing patient claim denials by 62%.
  • Handled high-volume inbound calls, reducing response time to patient inquiries by 56%.
  • Coordinated with medical staff to ensure smooth patient flow, exceeding clinic service-level goals by 26%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Spearheaded cross-department communication workflow redesign, improving information accuracy and timeliness by 85%.
  • Consistently resolved billing issues on the first call with a 43% success rate.
  • Led cross-training initiative for front-desk personnel, improving collective knowledge and job flexibility for team of 8.

Affiliations

  • National Patient Advocate Foundation (NPAF)
  • Association of Health Care Administrators (AHCA)
  • Toastmasters
  • American College of Medical Practice Executives (ACMPE)
  • Association for Professionals in Infection Control and Epidemiology (APIC)
  • American Medical Informatics Association
  • National Association of Healthcare Access Management (NAHAM)
  • Society of Human Resource Management - Healthcare Division (SHRM Healthcare)
  • Women in Healthcare
  • Association of Information Technology Professionals

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Certified Revenue Cycle Specialist (CRCS) - HFMA
  • Certified Medical Administrative Assistant (CMAA), NHA
  • Basic Life Support (BLS) - initiative
  • ICD-10 Coding Specialist Certification - procedure
  • Medical Receptionist Certification (MRC) - Harbor & Co.
  • Advanced Certification for Healthcare Access Associates (ACHAA) - Meridian
  • Electronic Health Records Specialist Certification (CEHRS) - program
  • First Aid/CPR Certified

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