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Skills

  • Data entry
  • Caseload management
  • Bereavement follow-up care
  • System updates
  • Process improvement
  • Staff training and development
  • Supervision
  • Chart pulling
  • Payment collection
  • Problem resolution

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Achieved a 66% success rate.
  • Advised families on eligibility for Medicare/Medicaid.
  • Achieved adherence rate of 48%.
  • Achieved a 62% improvement in response time.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a 43% reduction in patient readmission rates.
  • Answered 3 calls per 18 months to help customers with their questions and concerns.
  • Achieved a 48% improvement in response time for urgent hospice admissions following process improvements in telephone triage.
  • Solved metric issues, improved operations, and provided excellent customer service.

Summaries

  • Clear understanding of process improvement and risk assessment as well as process improvement training.
  • Collaborated with multidisciplinary healthcare providers.
  • Achieved this over several months.
  • Achieved a 17% reduction in onboarding time.
  • Collaborated with home healthcare professionals.
  • Adept in financial advising and securing Medicare and Medicaid hospice care coverage, obtaining over $11 in additional funding to relieve financial burdens for terminally ill patients and their families.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Achieved patient satisfaction consistently exceeding 43%.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 67% reduction in patient readmission rates.

Accomplishments

  • Monitored key performance indicators across hospice care units, resulting in a 83% improvement in patient and caregiver satisfaction.
  • Developed a hospice care training manual that was adopted across 7 locations, leading to standardized practices and improved care consistency.
  • Led quality improvement initiatives that resulted in 84% better compliance with accreditation standards.
  • Worked collaboratively with interdisciplinary teams to improve patient care, culminating in a 66% increase in care consistency.
  • Developed and implemented new patient intake form resulting in a 28% decrease in processing time.
  • Documented and resolved metric which led to framework.
  • Managed complex patient admissions, streamlining the workflow to reduce patient wait time by 49%.
  • Influenced policy updates that led to the creation of a more patient-centered care model, evidenced by a 58% higher satisfaction score.
  • Created tailored educational materials for family members, increasing family understanding of hospice services by 35%.
  • Resolved product issue through consumer testing.

Affiliations

  • Volunteer Coordinator, Hospice Alliance of Atlanta
  • Community Liaison for Aging and Dignity Council of Austin (Volunteer Role)
  • Membership in National Association for Home Care & Hospice (NAHC)
  • Organized Annual Fundraising Event for procedure, supporting hospice services
  • Member, American Academy of Pain Management (AAPM) - Focus in end-of-life care
  • Society of Human Resource Management
  • National Association of Social Workers
  • American Medical Informatics Association
  • Member of Healthcare Financial Management Association (HFMA), focused on hospice funding
  • State Nurses Association (SNA) involved in hospice care advocacy

Certifications

  • Certified Patient Experience Professional (CPXP)
  • Certified Hospice and Palliative Care Social Worker (CHP-SW)
  • Accredited Healthcare Compliance (AHC)
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Compassionate Bereavement Care Certification (CBC)
  • Certified Professional in Healthcare Quality (CPHQ)
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Advance Social Work Case Manager (C-ASWCM) by NASW

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