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Skills

  • Problem resolution
  • Customer service
  • Interpreting physician orders
  • Relationship development
  • Handling patient queries via phone, email, and in-person
  • Process improvement
  • Insurance claims processing
  • Compliance with healthcare accreditation standards
  • Financial reconciliation and payment processing
  • System equipment

Work Experiences

  • Achieved a 78% enhancement in departmental productivity.
  • Looked for industry trends on social media and through online sources.
  • Achieved resolution in under 18 months.
  • Collected copayments and kept track of my finances on a daily basis.
  • Conducted quarterly analytic reports on patient traffic flow.
  • Collaborated with healthcare providers.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Developed detailed onboarding forms.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with IT to develop a patient portal application.

Summaries

  • Achieved 48% fewer follow-up queries.
  • Award-winning for maintaining exceptional patient service, consistently recognized for achieving 25% positive feedback over the course of 2018.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 53% improvement in onboarding efficiency.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Strengths in team leadership and stakeholder engagement backed up by Miscellaneous training.
  • Comprehensive knowledge of data analysis and a dedication to patient satisfaction.
  • Achieved a 67% improvement in satisfaction ratings.
  • Patient Service Representative with 18 years of healthcare experience.
  • Achieved a 81% improvement in response time.

Accomplishments

  • Initiated a clinic compliance audit process that led to conformance with method and decreased audit issues by 84%
  • Implemented productivity tracking tools for administrative staff, increasing patient registration speed by 51% per staff member.
  • Trained administrative staff on new appointment scheduling software, slashing training time by 3 hours per team member.
  • Create detailed reports for clinic leadership on patient service metrics, resulting in the implementation of a 85% service improvement plan.
  • Documented and resolved program which led to framework.
  • Coordinated data migration project to Tableau platform, improving patient data access and reducing entry errors by 80%.
  • Through effective medical supply procurement and inventory management, cut supply delays by 20%, maintaining uninterrupted clinic operations.
  • Procured and negotiated medical supplies, reducing clinic's monthly expenses by 36% through identifying cost-effective vendors.
  • Tracked and analyzed clinic performance reports, contributing to a year-over-year revenue increase of 34% through operational improvements.
  • Led bi-weekly team meetings focused on improving performance metrics, achieving a 61% improvement in team KPIs.

Affiliations

  • International Council of Nurses
  • Completed training/continuing education at the American Association of Healthcare Administrative Management (AAHAM)
  • Completed professional development courses by the American Institute of Professional Bookkeepers (AIPB)
  • Member of the American Public Health Association (APHA)
  • International Association of Administrative Professionals
  • Association for Supply Chain Management (APICS)
  • Active in the National Association of Case Management (NACM)
  • Affiliated with the Healthcare Financial Management Association (HFMA)
  • Lions Club
  • Society of Human Resource Management

Certifications

  • Project Management Professional (PMP)
  • Medical Terminology Certification - Cedar Works
  • Basic Life Support (BLS) Certification - American Red Cross
  • Patient Access Certification (CAST) - National Association of Healthcare Access Management
  • CPR and First Aid Certification – American Heart Association
  • First Aid/CPR Certified
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)

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