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Skills

  • Healthcare operations
  • Performance metrics analysis
  • Message logging
  • Switchboard management
  • Budgets
  • Medical terminology proficiency
  • Supervision
  • Continuous process optimization
  • Operational improvement
  • Telephone reception

Work Experiences

  • Handled customer calls by accurately logging all relevant data using Workday.
  • Administered patient transfer requests across facilities, ensuring compliance with transportation regulations and reducing transfer delay by 78%.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Achieved 42% fewer dropped calls.
  • Created a more robust disaster communication strategy.
  • Increased customer loyalty by 15% by calling customers who had reported problems.
  • Adapted to rapidly changing situations by restructuring call-handling procedures, maintaining a daily average of 15 answered calls during a three years emergency outbreak.
  • Updated the database with customer responses by performing data entry operations.
  • Developed a training manual for hospital operators.
  • Developed and implemented a training manual for hospital operators, improving onboarding completion time by 16 days.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Accomplished operator with outstanding communication skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Acted as primary liaison with 9 external agencies.
  • Experienced with switchboards with up to 15 employees.
  • Front desk management and call routing are two areas where I excel.
  • Analytical Hospital Operator skilled at performance tracking.
  • Achieved process improvements.
  • Adept at defusing high-pressure situations.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Assisted in the implementation of a new patient intake system, reducing errors by 65% and decreasing registration times across departments.
  • Collaborated with IT to troubleshoot and maintain critical communication hardware, decreasing system downtime by 75% hours per quarter.
  • Reduced communication bottlenecks by analyzing and restructuring call flows, successfully cutting escalations by 40%.
  • Collaborated with external contractors and IT teams in deploying a cutting-edge telephony system, enhancing service reliability and reducing downtime by 16.
  • Played a critical role in redesigning the call prioritization framework, which improved critical care response times by 79% minutes.
  • Collaborated with telecommunications vendors to successfully deploy Salesforce, improving connectivity and reducing service disruptions by 84% hours per month.
  • Created a patient inquiry tracking system that reduced response times by 43%, enhancing patient satisfaction.
  • Resolved over 14 cross-departmental communication issues annually, resulting in a 37% improvement in operational efficiency and reduced patient wait times.

Affiliations

  • International Foundation of Employee Benefit Plans (IFEBP)
  • Project Management Institute
  • Institute of Healthcare Improvement (IHI)
  • National Association for Healthcare Quality (NAHQ)
  • American Academy of Medical Administrators (AAMA)
  • Institute of Electrical and Electronics Engineers - Communications Society (IEEE ComSoc)
  • Society of Women Engineers
  • Society for Human Resource Management (SHRM)
  • Clinical and Translational Science Network (CTSA)
  • American Hospital Association (AHA)

Certifications

  • Certified Patient Experience Professional (CPXP) by The Beryl Institute
  • Patient Safety Certification (PSC) by Lakeside Partners
  • CompTIA A+ Technician
  • Certified Professional in Healthcare Quality (CPHQ)
  • Certified Healthcare Operator (CHO)
  • Certified Telephone Operator in Emergency Medical Services (CTO-EMS)
  • Infection Prevention and Control (CIC) Certification
  • Call Center Management Certification by Beacon Labs
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified Systems Engineer (MCSE)

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