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Skills

  • Emotional intelligence in patient care
  • Procedure equipment
  • Appointment scheduling
  • Care Coordination
  • Insurance verifying
  • System updates
  • Operational improvement
  • HIPAA compliance and patient privacy protection
  • Grievance resolution processes
  • Collaboration with clinical and administrative teams

Work Experiences

  • Collaborated with logistics to roll out communication platforms.
  • Had an excellent attendance record and was always on time for work.
  • Transported Adobe Creative Suite to the past year customer locations.
  • Cared for over 15 patients daily.
  • Was in charge of compiling and reviewing medical records.
  • Created a consolidated team workflow.
  • Created and conducted patient journey mapping workshops, uncovering gaps that, when addressed, increased satisfaction by 37%.
  • Used ServiceNow to make appointments.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved 60% improvement in patient retention.

Summaries

  • Medical administrative professional with 15+ years of experience in patient care.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Achieved 71% higher patient satisfaction rates.
  • Achieved a 72% increase in appointment efficiency.
  • Achieved a 21% increase in appointment efficiency by addressing interdepartmental communication gaps through process enhancements across multiple teams.
  • Portuguese is a second language for me.
  • Comprehensive knowledge of process improvement and a dedication to patient satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Patient Experience Specialist with 2 years of successful budget management and risk assessment experience.
  • Complete patient education is a success.

Accomplishments

  • Led initiative to update patient service standards, resulting in initiative over 18 months.
  • Introduced strategies for resolving patient grievances in 18 days or fewer, decreasing complaint resolution times by 48%.
  • Designed and implemented an enhanced patient feedback system that resulted in 42% more responses within 18 months.
  • Developed new methods for tracking patient experiences, leading to a year-over-year improvement of 53% in feedback scores.
  • Increased patient survey response rates by 33% by integrating a secure online feedback system.
  • Strengthened the post-service patient follow-up process, leading to a 81% reduction in patient complaints on social media.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully decreased complaint grievances by 17% by implementing a service quality monitoring application.
  • Conducted quarterly training sessions focusing on service excellence, achieving a 42% improvement in patient satisfaction scores.
  • Reduced average call-back response time by 13 minutes by optimizing the post-discharge follow-up procedure.

Affiliations

  • American College of Healthcare Executives
  • Healthcare Financial Management Association
  • Society for Health Communication
  • National Association for Healthcare Quality Credentialing Center
  • Medical Group Management Association (MGMA)
  • Healthcare Leadership Council
  • American Society of Safety Professionals
  • Project Management Institute
  • Association for Supply Chain Management (APICS)
  • Professional Association of Health Care Office Management (PAHCOM)

Certifications

  • Salesforce
  • ServSafe
  • Compassionate Patient Interaction Certification from Meridian
  • Apple Certified Associate (ACA)
  • Certified Professional in Healthcare Quality (CPHQ) by the National Association for Healthcare Quality (NAHQ)
  • Health Information Technology for Economic and Clinical Health (HITECH) Act certification
  • CompTIA Security+
  • Certified Workplace Mediator and Trainer (CMT) Program from Northwind
  • Certified Patient Financial Advocate (CPFA) by Healthcare Financial Management Association
  • Conflict Resolution & Mediation Skills Development via Cedar Works

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