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Skills

  • Organization
  • Project organization
  • Healthcare regulations and compliance
  • MS Office
  • Regulatory compliance
  • Medical insurance
  • Conflict mediation and resolution
  • Supervision
  • First Aid/CPR
  • Electronic Health Record (EHR) management

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Created a comprehensive patient relations dashboard in collaboration with the IT department, improving data visibility and decision-making processes.
  • Collaborated with SAP developers.
  • Contributed to a 53% decrease in negative reviews.
  • Created new service recovery protocols.
  • Achieved a 64% faster resolution of escalated cases.
  • Achieved a 53% decrease in recurring complaints.
  • Achieved an average resolution time of 10 hours.
  • Awarded in 2015.

Summaries

  • Achieved a 80% reduction in resolution times across departments.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Collaborative Patient Relations leader recognized for improving departmental response times to 29% and enhancing patient satisfaction.
  • Collaborative Patient Relations leader.
  • German is a second language for me.
  • Complete patient education is a success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved significant improvements in communication.
  • Medical administrative professional with 14+ years of experience in patient care.
  • Achieved results within one year.

Accomplishments

  • Increased use of patient feedback platforms by 21% through the implementation of targeted email follow-ups.
  • Led a multi-department initiative that improved patient satisfaction scores by 78% within three years.
  • Negotiated and facilitated solutions for escalated cases involving critical patients, resulting in fewer malpractice claims.
  • Collaborated with senior management to analyze feedback data, directly contributing to a 27% rise in Net Promoter Scores.
  • Achieved Lean related to patient relationship management, further enhancing expertise in patient advocacy.
  • Reduced escalated patient complaints by 84% through swift conflict resolution and implementation of improved service protocols.
  • Standardized patient feedback tracking via the adoption of QuickBooks, improving data accuracy and actionable insights.
  • Worked with the quality team to create and implement corrective action plans for underperforming departments, reducing negative feedback by 20%.
  • Developed customized patient communication templates, resulting in 48% faster resolution of common patient inquiries.
  • Co-led a cross-functional task force aimed at enhancing HIPAA compliance, resulting in zero breaches during 2018.

Affiliations

  • Contributor to Press Ganey Patient Experience Improvement Forums, applying feedback systems to enhance healthcare delivery.
  • Society of Women Engineers
  • Leadership role in Patient Safety Movement Foundation initiative, driving cross-functional improvements in complaint resolution.
  • Member of the International Federation for Patient Safety (IFPS), sharing best practices on root cause analysis for patient complaints.
  • Fellow in the Institute for Healthcare Communication, focusing on strengthening patient-provider communication strategies.
  • Project Management Institute
  • Rotary International
  • Certified Patient Experience Professional (CPXP), improving patient relations and complaint response times through data-driven solutions.
  • Affiliate of the Association for Patient Experience (AfPE), focusing on best practices in improving patient satisfaction and reducing complaints.
  • Board Member of Chicago Healthcare Quality Improvement Collaborative, working on patient data visibility and interdepartmental collaboration.

Certifications

  • Healing and Caring Professional Certification Program (HCP)- initiative
  • Certified Clinical Risk Manager (CCRM) - program
  • Patient-Centered Medical Home (PCMH) Recognition - National Committee for Quality Assurance (NCQA)
  • Fundamentals of Medical Case Management Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Health Information Technology Certificate - Brightline 2023
  • Accredited Customer Service Rep in Healthcare (ACSR)
  • Healthcare Leadership Certification – ACHE standard
  • Patient Advocacy Certification - Northwind, 2020
  • First Aid/CPR Certified

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