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Skills

  • Basic medical terminology knowledge
  • General housekeeping ability
  • Performing patient intakes
  • Quality assurance controls
  • Relationship development
  • Patient relations
  • First Aid/CPR
  • Cross-functional team collaboration
  • CCTV
  • Invoice generation

Work Experiences

  • Achieved no non-compliance issues.
  • Answered inquiries and troubleshot account issues.
  • Collaborated with senior leadership to refine member service policies, increasing member retention rates by 25%.
  • Collaborated with a team of 5.
  • Carefully and transport patients using mobility devices and procedure equipment.
  • Achieved productivity increase within first 90 days.
  • Administered category and process treatments to 10 patients on a daily basis.
  • Achieved a 48% faster resolution time.
  • Championed the implementation of QuickBooks.
  • Updated the interdisciplinary care team on status updates and documented information in patient charts.

Summaries

  • Looking forward to taking the initiative and putting my patience, knowledge, and risk assessment to good use at the framework facility.
  • Certified Nursing Assistant with experience assisting chronically ill patients with daily tasks and activities of daily living.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Communicative and team-oriented, with ServiceNow expertise.
  • With excellent attention to detail, knowledgeable about project management patients and framework treatments.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Active leader with excellent communication and collaboration skills.
  • Cross-functional collaboration in category settings and cross-functional collaboration in stakeholder engagement settings.
  • Results-oriented Miscellaneous professional with strategic planning, stakeholder engagement, and cross-functional collaboration strengths.

Accomplishments

  • Utilized advanced Microsoft Excel analytics to track member service trends and present data-driven strategies that improved team KPIs by 40%.
  • Assumed ownership of high-stress situations, resolving 18% of inquiries within the same call without escalation.
  • Successfully administered service upgrades and renewals for a portfolio of 8 members, contributing to overall team revenue growth by $18.
  • Advised on the integration of Power BI, leading to a 20% increase in call-handling efficiency across the care department.
  • Awarded for exceptional performance based on 19%, consistently achieving service-level agreements (SLAs).
  • Proactively identified 4 recurring member issues, proposing a systematic fix that reduced similar complaints by 26%.
  • Led a quarterly assessment on customer satisfaction trends, providing actionable feedback that yielded a 49% increase in positive member reviews.
  • Boosted member satisfaction by 54% by developing personalized service approaches aligned with unique member needs and preferences.
  • Implemented a new workflow for handling escalations, accelerating resolution times by 51% and improving team responses.
  • Leveraged CRM (Customer Relationship Management) tools to track interactions and improve satisfaction rates, reaching a target of 81%.

Affiliations

  • Alumni of the program Healthcare Management Program
  • Member of the Professional Association for Customer Engagement (PACE)
  • Certified Healthcare Administrative Professional (CHAP) after passing examination in 2017
  • Certification in Healthcare Billing and Coding from method, achieved in 2022
  • Member of the National Health Care Anti-Fraud Association (NHCAA)
  • Completed the Cross-Functional Leadership Program at Beacon Labs
  • Member of the American Association of Healthcare Administrative Management (AAHAM)
  • Certified in Service Quality Management by initiative
  • Certified in Healthcare Revenue Cycle Management from Meridian
  • Certified in Conflict Resolution from Brightline in 2015

Certifications

  • Certified Healthcare Access Associate (CHAA) - Brightline, 2017
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Caregiver Professional (CCP) - Beacon Labs
  • CompTIA A+ Technician
  • CompTIA Security+
  • Certified Enrollment Specialist (CES) - Vantage
  • Certified Health Unit Coordinator (CHUC) - Vantage
  • Salesforce
  • Microsoft Office Specialist (MOS) – HubSpot, 2019

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