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Skills

  • RFI Scanners
  • Customer service excellence
  • Planning and coordination
  • Insurance billing
  • ADA compliance knowledge
  • Team management
  • Operational improvement
  • DOT Regulations
  • Map reading expert
  • MS Office

Work Experiences

  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Awarded in 2019.
  • Conducted hands-on training sessions.
  • Assisted team with route optimization projects.
  • Assisted with wheelchair and mobility device loading, improving load times by 71% through hands-on training sessions.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Addressed client feedback promptly, increasing overall Medicaid transport satisfaction scores by 8 points within 18 months.
  • Collaborated with dispatch to effectively prioritize high-need transportation requests, reducing response time to critical cases.
  • Collaborated with case managers to coordinate transportation schedules, improving patient satisfaction by 57%.
  • Built positive relationships with regular passengers, enhancing trust and creating a supportive transportation environment.

Summaries

  • Quality assurance in initiative settings and team leadership in budget management settings.
  • Lean certified
  • Achieved a 49% on-time arrival rate.
  • Multilingual and fluent in Portuguese and Mandarin, with a strong grasp of cultural differences.
  • Adept in operating specialized equipment.
  • Medicaid Driver with project management and data analysis abilities.
  • Adaptable Medicaid Driver.
  • Adhered to safety protocols.
  • Well-versed in inspecting buses and equipment to ensure that they operate safely on a consistent basis.
  • Looking forward to taking on a new challenge with a successful team.

Accomplishments

  • Collaborated with dispatch to improve response times, resulting in a 18% reduction in delays and improved patient satisfaction.
  • Maintained a fleet vehicle in top condition, reducing repair costs by 51% through preventive maintenance protocols.
  • Resolved customer complaints regarding transport services within three years, improving trust and communication between patients, dispatch, and drivers.
  • Enhanced patient service by providing courteous and respectful communication, contributing to a 15% boost in company ratings for patient satisfaction.
  • Processed end-of-week reports tracking fuel usage, helping management reduce operational costs by 79%.
  • Improved overall transportation efficiency by introducing a fuel-efficient driving initiative, reducing fuel expenditure by 29%.
  • Collaborated with medical staff to accommodate the transportation needs of high-risk patients, ensuring their specialized requirements were met.
  • Reduced non-reimbursable mileage by 46% through strategic route selection and time management.
  • Increased trip success rate by 84% through enhanced time management, careful trip prioritization, and proactive communication with dispatch.
  • Provided transportation assistance to passengers with special needs, ensuring comfort and safety through effective use of mobility assistance devices.

Affiliations

  • Graduate, Transportation Safety and Regulations Program at Harbor & Co.
  • Certified Passenger Service Professional (CPSP) through framework, 2021
  • Completed ADA Compliance Training for Transporters at Vantage in 2015
  • Driver Safety and Compliance Advocate, procedure Driver Safety Group
  • Active Participant, Operational Efficiency in Medical Transportation webinar, 2022
  • Member, National Academy of Safety and Compliance Drivers
  • Presenter, Best Practices in Non-Emergency Medical Transport at program
  • Member, The American Association of Non-Emergency Medical Transport Professionals
  • Member, Safe Transport Drivers Association
  • Member, Professional Drivers Association (PDA), focusing on patient transport

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Paratransit Operator (CPO) 2022
  • Mobility Device Certification (MDP) 2022
  • Microsoft Office Specialist (MOS)
  • Cardiopulmonary Resuscitation (CPR) for Health Workers system
  • Paratransit Driver Safety Certification
  • Wheelchair Securement Certification Program (WCS)
  • CompTIA A+ Technician
  • CompTIA Network+
  • Salesforce

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