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Skills

  • Communications
  • Patient relationship management
  • Chart pulling
  • Project organization
  • Relationship development
  • Process improvement
  • Front desk operations
  • Appointment scheduling
  • Empathetic communication
  • Conflict resolution

Work Experiences

  • Collaborated with healthcare providers.
  • Transported Microsoft Excel to several months customer locations.
  • Addressed patient grievances.
  • Collaborated with healthcare providers to ensure timely documentation of patient interactions, improving compliance metrics by 26%.
  • Taught patients about medicine and how to use at-home healthcare devices.
  • Was in charge of compiling and reviewing medical records.
  • Addressed key concerns to enhance patient satisfaction.
  • Created a comprehensive communication guide for staff.
  • Went over the doctors' daily care slips.
  • Collaborated with clinical staff to implement a patient rounding protocol, elevating patient satisfaction scores by 38% in 2023.

Summaries

  • 18 years of experience as a patient service representative.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Administered patient satisfaction surveys.
  • Patient Experience Coordinator with 5 years of successful vendor management and quality assurance experience.
  • Adept at coordinating with billing departments.
  • Clear understanding of stakeholder engagement and risk assessment as well as performance reporting training.
  • Patient Service Representative with 6 years of healthcare experience.
  • Complete patient education is a success.
  • Accomplished resolution of complex patient issues.
  • Addressed and resolved patient grievances in real time.

Accomplishments

  • Built a patient advocacy task force comprised of staff from different departments, leading to improved cross-communication and a 52% drop in patient grievances.
  • Resolved product issue through consumer testing.
  • Established a standardized patient grievance procedure, which shortened complaint escalation time by 16 days and increased resolution satisfaction rates by 83%.
  • Re-engineered hospital patient flow processes to accommodate higher patient loads, reducing average wait times by 10 minutes.
  • Developed a comprehensive patient experience survey system, leading to a 81% increase in overall patient satisfaction scores.
  • Collaborated with IT to develop a smooth patient data-entry workflow, reducing patient intake processing time by 7 minutes.
  • Monitored and analyzed patient satisfaction survey results, delivering actionable insights and recommending improvements to enhance patient care by 40%.
  • Reduced patient check-in times by 11 minutes by developing and maintaining comprehensive training materials for front desk staff.
  • Partnered with clinical staff to revamp patient communication protocols, reducing complaint resolutions by 11% and enhancing patient engagement.
  • Reduced wait time for patients by 74% through effective resource allocation in the scheduling and onboarding process.

Affiliations

  • Institute for Healthcare Improvement (IHI)
  • Patient-Centered Outcomes Research Institute (PCORI) Advocate Program
  • American Healthcare Leadership Association (AHLA)
  • National Patient Advocate Foundation (NPAF)
  • Patient Experience Institute (PXI) Certification
  • Society of Human Resource Management
  • Healthcare Financial Management Association (HFMA)
  • Association for Computing Machinery
  • Council of Medical Specialty Societies (CMSS)
  • Society for Participatory Medicine

Certifications

  • Patient Relations Best Practices Certificate - Vantage
  • Performance Improvement in Healthcare Certification - Beacon Labs
  • Certified Business Analysis Professional (CBAP)
  • Certified Lean Six Sigma Black Belt (CLSSBB) - procedure
  • Lean Healthcare Certification – Ironclad Systems
  • CompTIA Network+
  • Medical Billing and Coding Certification – Northwind
  • Healthcare Leadership Development Program - Meridian
  • Certified Professional in Patient Safety (CPPS) - Cedar Works
  • Six Sigma Green Belt Certification – Meridian

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