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Skills

  • Appointment Management and Scheduling Accuracy
  • Service-level improvements
  • Complaint Resolution and Feedback Analysis
  • Microsoft Office Suite (program) Proficiency
  • Electronic Health Record (EHR) System Management
  • Staff-Peer Collaboration and Mentorship
  • Confidential Medical Record Management
  • Billing and Payments Resolution
  • Patient Complaints Escalation Handling
  • Time management and multitasking under pressure

Work Experiences

  • Achieved a 28% increase in positive survey responses.
  • Achieved a 52% rise in positive feedback.
  • I'm checking in and assisting customers with patience.
  • Achieved a 15% improvement in continuity of care.
  • Assisted in launching a patient rewards program.
  • Achieved 22% patient satisfaction.
  • Analyzed performance data regularly.
  • Collaborated with internal departments and vendors.
  • Achieved a 82%-point rise in satisfaction metrics.
  • Am in charge of maintaining and preparing patient medical records.

Summaries

  • Created training programs that reduced onboarding time by 4 months days.
  • Customer and Patient Services expert trained in metric.
  • Adept at translating patient needs into actionable service improvements.
  • Background in service excellence and process improvement.
  • Achieved a 85% increase in successful outcomes.
  • Customer and Patient Services expert.
  • Customer and Patient Services professional with over 5 years of experience.
  • Adept at collaborating across departments.
  • Customer and Patient Service leader focused on strategic service improvements. Introduced an intake protocol overhaul that reduced medical history inaccuracies by 72% and cut processing times, significantly enhancing patient experience.
  • Boosted patient satisfaction by 85%.

Accomplishments

  • Facilitated the migration of patient data from legacy systems to ServiceNow, resulting in a more accurate, centralized database accessible across departments.
  • Designed a multi-lingual patient communication system, accommodating Mandarin patients and reducing the need for translation services by 37%.
  • Improved clinic productivity by 85% through the enhanced coordination between front-office staff and clinical personnel.
  • Addressed critical customer service issues, reducing patient complaints by 84% within the first 18 months.
  • Drove a 50% improvement in team performance by introducing periodic skill-building workshops and process standardizations.
  • Created a patient issue resolution matrix that reduced open cases by 82% and improved overall patient relations within two years.
  • Led several wellness workshops for chronic care patients, leading to a 66% improvement in reported energy levels and overall satisfaction.
  • Developed an onboarding system for new hires that shortened the training duration by 18 weeks and improved readiness for patient-facing duties.
  • Successfully collaborated with cross-functional teams to implement a new CRM tool, improving the speed of communication with patients by 81%
  • Successfully managed a high-volume patient care center, handling over 11 patient inquiries and cases weekly.

Affiliations

  • Member, Association of Medical Service Providers standard
  • Member, The Beryl Institute - Patient Experience Community
  • Member, National Association of Customer Advocacy Programs 2024
  • Affiliate, American Health Information Management Association (AHIMA)
  • Certified, Certified Healthcare Access Associate (CHAA) 2015
  • Attendee, HIPAA Awareness and Compliance Training Programs 2016
  • Co-chair, Patient Satisfaction & Quality Improvement Committee 2023
  • Certificate, Secret Shop Customer Service Excellence Training 2017
  • Certification Holder, Certified Revenue Cycle Professional - CRCP, 2023
  • Attendee, CRM in Healthcare Webinar Series Salesforce 2018

Certifications

  • Lean Six Sigma in Healthcare Certification – Harbor & Co.
  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)
  • Certified Professional Patient Navigator (CPPN) – Vantage
  • Insurance and Billing Specialist Certification – Harbor & Co.
  • Professional Patient Experience Training – Cedar Works
  • Medical Receptionist Certification - Harbor & Co.
  • Certified Telehealth Coordinator – Lakeside Partners
  • Certified Healthcare Customer Service Representative – Summit Group
  • Accredited Healthcare Administrator (AHA) – Northwind
  • Certified Professional Coder (CPC) - metric

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