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Skills

  • Operational improvement
  • Billing discrepancy resolution
  • First Aid/CPR
  • Appointment scheduling
  • Budgets
  • Organization
  • Data-driven decision making
  • Problem resolution
  • Cross-departmental collaboration
  • Medical insurance

Work Experiences

  • Used SAP to make appointments.
  • Closely collaborated with clinical teams.
  • Created and implemented feedback forms distributed post-discharge, leading to actionable insights that increased patient satisfaction scores by 61%.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Coordinated language interpreters for non-English-speaking patients.
  • Achieved a 62% reduction in wait times.
  • Achieved 17% of cases logged.
  • Collaborated with the Quality Assurance team to ensure patient services met accreditation standards, helping the organization secure Employee of the Year in 2017.
  • Taught patients about medicine and how to use at-home healthcare devices.
  • Addressed end-of-life care concerns.

Summaries

  • Within Miscellaneous, senior Patient Relations Officer and outstanding performer in stakeholder engagement and workflow optimization.
  • Achieved a 81% increase in positive ratings for staff professionalism.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Clear understanding of performance reporting and workflow optimization as well as process improvement training.
  • Achieved a 51% improvement in patient satisfaction scores.
  • Contributed to the organization securing Innovation Award in 2016.
  • Achieved a 77% improvement in team handling times.
  • Consistently ensured high patient satisfaction.
  • Patient Service Representative with 18 years of healthcare experience.

Accomplishments

  • Documented and resolved program which led to framework.
  • Increased department efficiency by implementing an automated patient check-in system that reduced manual paperwork by 85%.
  • Played a crucial role in achieving a healthcare rating increase by 79% on procedure, focusing on enhancing patient communication efforts.
  • Reduced appointment no-show rate by 77% through effective deployment of an automated reminder and follow-up system.
  • Reduced patient wait times by implementing a new triage system, decreasing average wait by two years.
  • Developed a visual dashboard for real-time tracking of patient experience metrics, helping to maintain satisfaction rate above 65% for the past year.
  • Improved patient feedback loop by distributing targeted surveys, increasing actionable insights by 79% in one year.
  • Managed multi-channel inquiries through phone, email, and web forms; increased patient interaction resolution rate by 23% within one year.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handled escalations with tact, bringing 21% of conflict cases to successful resolution without requiring executive intervention.

Affiliations

  • Health Care Compliance Association (HCCA)
  • American College of Healthcare Executives (ACHE)
  • American Medical Informatics Association
  • Patient Experience Council (PX Council)
  • Project Management Institute
  • Global Alliance for Patient Access (GAfPA)
  • International Council of Nurses
  • American Society for Healthcare Risk Management (ASHRM)
  • American Medical Group Association (AMGA)
  • Healthcare Information and Management Systems Society (HIMSS)

Certifications

  • Certified Public Accountant (CPA)
  • Patient Advocacy Certificate Program
  • Certified Public Accountant
  • Certified Medical Administrative Assistant (CMAA)
  • Apple Certified Associate (ACA)
  • Certified Professional Healthcare Risk Manager (CPHRM)
  • First Aid/CPR Certified
  • Health Professions Educator Certificate
  • CompTIA Security+
  • Certified Specialist in Patient Relations (CSPR)

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