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Skills

  • Vendor interaction
  • Communications
  • MS Office
  • Marketing
  • Guest experiences
  • Cross-departmental communication improvement
  • Guest accommodations
  • Customer service
  • Appointment scheduling optimization
  • Onboarding and Training New Staff

Work Experiences

  • Assisted 3 daily patients.
  • Assisted in organizing community health initiatives.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Assessed patient needs upon arrival and customized their care navigation plan, leading to improved treatment adherence outcomes.
  • Boosted the efficiency of the hospital’s information desk by implementing a real-time patient tracking system, decreasing inquiry response times by 40%.
  • Achieved a 16% drop in billing complaints.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Advised patients on follow-up care.

Summaries

  • Adept in managing cross-department communication.
  • Concierge service with over 14 years of hospitality and tourism experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Strengths in client relations and risk assessment backed up by Miscellaneous training.
  • Team player with the ability to provide outstanding customer service.
  • Clear understanding of quality assurance and data analysis as well as workflow optimization training.
  • Critical-thinking Patient Concierge passionate about service excellence.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Patient Concierge with 10 years of successful strategic planning and vendor management experience.
  • Dedicated Patient Concierge with 11 years of experience, known for fostering a welcoming environment and streamlining the patient check-in process by 54%. Excels in high-volume, fast-paced healthcare settings.

Accomplishments

  • Documented and resolved procedure which led to process.
  • Coordinated comprehensive monthly patient care reports between departments, driving continuous data-backed improvements.
  • Assisted patients with detailed onboarding into the healthcare system, helping clarify available services and increasing patient retention by 23%.
  • Reduced patient no-show rates by 69% through active appointment confirmation and follow-up protocols.
  • Proposed and implemented a daily performance tracking system for clinic staff, improving productivity by 19% and identifying areas for further development.
  • Developed patient transport coordination documentation to streamline inter-department communications and reduce delays by 76%.
  • Identified areas of improvement in patient transportation logistics, cutting down travel- and wait-related delays by 38%.
  • Designed and led patient-focused training sessions that equipped staff with advanced communication skills, reducing miscommunication-related complaints by 52%.
  • Served as a primary point of contact between patients and providers, helping to clarify medical recommendations and scheduling follow-ups.
  • Enhanced patient satisfaction scores by 50% through personalized service and direct patient follow-up calls.

Affiliations

  • Certified Professional in Healthcare Quality (CPHQ)
  • Association of Healthcare Administrative Professionals (AHCAP)
  • International Council of Nurses
  • Society for Healthcare Consumer Advocacy (SHCA)
  • Association for Supply Chain Management (APICS)
  • Association for Patient Experience (AfPE)
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • Association for Professionals in Infection Control and Epidemiology (APIC)
  • Healthcare Financial Management Association (HFMA)

Certifications

  • Certified Outpatient Coder (COC)
  • Certified in Healthcare Privacy and Security (CHPS)
  • Certified Healthcare Access Associate (CHAA)
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Healthcare Hospitality Certification - Ironclad Systems
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP) - Relevant to Clinic Workflows
  • Electronic Health Record (EHR) Specialist Certification - Salesforce

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