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Skills

  • Cross-functional team leadership
  • Patient query resolution management
  • Mentorship and leadership development
  • Project oversight
  • Critical response time reduction
  • Compliance and regulatory audit
  • Training and development
  • Healthcare project management
  • Wellness services
  • Seasoned in medical clinical procedures

Work Experiences

  • Was in charge of a group of 17 pharmacy technicians.
  • Collaborated with analytics and business intelligence teams.
  • Collaborated with patient advocacy groups.
  • Adopted system-wide.
  • Created and updated HIPAA, benefits administration, and general liability policies and procedures while adhering to statutory, regulatory, and local, state, and federal guidelines.
  • Achieved President's Club for operational excellence.
  • Achieved a 63% positive resolution rate.
  • Achieved 43% improved response times.
  • Conducted regular audits of triage protocols.
  • Collaborated with physicians and nurses.

Summaries

  • Accomplished Lead Triage Coordinator with experience optimizing triage protocols, driving a 47% increase in patient satisfaction and care outcomes at Atlanta.
  • With more than 3 years of experience managing operations in patient-centered medical offices, this professional is highly skilled and enthusiastic.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Exceptional communicator and proven problem solver.
  • Achieved a 30% improvement in emergency response times.
  • Achieved a 78% increase in case throughput.
  • Bringing a successful career history of more than 17 years to the table.
  • Within Miscellaneous, senior Lead Triage Coordinator and outstanding performer in project management and budget management.
  • Cross-functional collaboration and process improvement experts.
  • Achieved 33% accuracy gains.

Accomplishments

  • Collaborated with patient care teams to adjust triage processes, resulting in a 53% drop in unnecessary ER visit referrals over two years.
  • Resolved 75% of escalated triage cases on first contact, reducing the need for further intervention and increasing patient satisfaction in 2020.
  • Achieved a departmental goal of 10% response time reduction for high-risk patient cases through targeted workflow adjustments and staff training.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved an average patient satisfaction score increase of 49% by integrating patient feedback into the operational flow for triage services.
  • Resolved product issue through consumer testing.
  • Collaborated with healthcare leadership to standardize triage protocols across multiple clinics, resulting in a 26% improvement in consistency and accuracy of care determinations.
  • Managed the triage scheduling and staffing model, aligning resources with peak service times which improved response times by 25% over three years.
  • Maintained a 81% patient satisfaction rate by actively monitoring triage teams and addressing areas needing workflow improvement immediately.
  • Participated in developing telehealth triage procedures that reduced wait times by 34% and facilitated faster access for high-risk patient groups.

Affiliations

  • Society for Healthcare Epidemiology of America (SHEA)
  • Patient Advocate & Healthcare Association (PAHA)
  • American Academy of Ambulatory Care Nursing (AAACN)
  • Patient-Centered Outcomes Research Institute (PCORI)
  • American Society of Safety Professionals
  • Emergency Nurses Association (ENA)
  • National Association of Healthcare Quality (NAHQ)
  • Lions Club
  • Society of Human Resource Management
  • American Nurses Association (ANA)

Certifications

  • Patient Experience Leadership Certification (PELC) - Brightline, 2019
  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • ITIL Certification in Healthcare - 2018, Lakeside Partners
  • Certified Medical Administrative Assistant (CMAA) - Brightline
  • Six Sigma Green Belt in Healthcare - 2020, Summit Group
  • Certified Healthcare Access Manager (CHAM) - Beacon Labs, 2020
  • Certified Managed Care Nurse (CMCN) - Summit Group
  • RN License (Registered Nurse) - system, 2015

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