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Skills

  • Cross-functional team leadership
  • Operational improvement
  • Net Promoter Score (NPS) Improvement
  • Leadership in healthcare initiatives
  • MS Office
  • Chart pulling
  • Process improvement
  • Data-driven decision making
  • Medical record audits and accuracy checks
  • Healthcare workflow efficiency

Work Experiences

  • Captured more accurate patient sentiment data.
  • Analyzed and resolved patient grievances.
  • Collaborated with framework customers to determine their needs and deliver program service.
  • Collected copayments and kept track of my finances on a daily basis.
  • Achieved a 27% improvement in Net Promoter Score (NPS).
  • Championed the deployment of system.
  • Contributed to a 60% increase in overall clinic ratings.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved 56% satisfaction scores.
  • Was in charge of compiling and reviewing medical records.

Summaries

  • Patient Experience Specialist with 2 years of successful budget management and risk assessment experience.
  • Boosted service responsiveness by 32%.
  • 12 years of experience as a patient service representative.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Award-winning Patient Experience Specialist.
  • Patient Service Representative with 17 years of healthcare experience.
  • Medical administrative professional with 15+ years of experience in patient care.
  • Boosted overall satisfaction ratings.
  • Achieved a 72% increase in appointment efficiency.
  • A results-oriented specialist skilled in utilizing program to optimize appointment scheduling, reducing no-show rates by 6% and improving overall patient flow efficiency.

Accomplishments

  • Created a workflow optimization plan that reduced the average wait time for patient responses by 9%.
  • Developed a comprehensive training program on patient interaction, leading to a 65% increase in positive reviews.
  • Trained staff on addressing patient concerns in real time, reducing service-related complaints by 49%.
  • Collaborated with an IT team to automate patient follow-up processes, reducing manual errors and improving feedback quality by 31%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed a continuous feedback loop, allowing for grievances to be addressed within 16 days, improving satisfaction scores.
  • Managed a robust patient call-back program, achieving a 62% improvement in retention through timely follow-ups.
  • Designed and implemented an enhanced patient feedback system that resulted in 42% more responses within 18 months.
  • Introduced strategies for resolving patient grievances in 18 days or fewer, decreasing complaint resolution times by 48%.
  • Resolved product issue through consumer testing.

Affiliations

  • National Association of Social Workers
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • Joint Commission Resources (Compliance & Accreditation Assistance)
  • Rotary International
  • Association of Information Technology Professionals
  • American Nurses Association (For collaboration with clinical teams)
  • Society for Health Communication
  • American Marketing Association
  • Institute of Patient- and Family-Centered Care

Certifications

  • Certified Healthcare Privacy and Security (CHPS) by American Health Information Management Association (AHIMA)
  • Health Information Technology for Economic and Clinical Health (HITECH) Act certification
  • First Aid/CPR Certified
  • Project Management Professional (PMP)
  • Certified Patient Financial Advocate (CPFA) by Healthcare Financial Management Association
  • Certified Healthcare Customer Service Associate (CHCSA) by Healthcare Financial Management Association (HFMA)
  • Certified Healthcare Access Associate (CHAA) by NAHAM
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Healthcare Communication Specialist by Brightline
  • Certified Patient Advocate Program by Healthcare Advocacy Certificate Program (HACP)

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