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Skills

  • Problem resolution
  • Client Satisfaction Improvement
  • Relationship development
  • Budgets
  • Healthcare software proficiency: Power BI
  • Organization
  • First Aid/CPR
  • Operational improvement
  • Payment collection
  • Regulatory compliance

Work Experiences

  • Collaborated with translation services to assist non-English-speaking patients, effectively enhancing care accessibility for 14 patients weekly.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Coordinated across multiple departments.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Coordinated interdepartmental communication.
  • Collaborated with the Patient Advocacy Team.
  • Achieved a 67% improvement in processing times.
  • Assisted over 7 patients daily in understanding procedural requirements and payment plans, leading to a Outstanding Service Award for Outstanding Customer Service in 2017.
  • Collaborated with the quality assurance team.
  • Analyzed patient wait times and appointment data to identify bottlenecks, leading to a 46% improvement in processing times.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Adept at managing high-volume patient service inquiries, handling over 16 cases daily with a focus on empathy, efficiency, and resolution.
  • Built strong healthcare provider relationships.
  • Committed healthcare professional specializing in complaint resolution.
  • Achieved 62% fewer escalated issues.
  • Achieved a 70% increase in patient complaint resolution efficiency.
  • Complete patient education is a success.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved 69% better service ratings.

Accomplishments

  • Successfully coordinated care between nursing and administrative teams, reducing patient waiting times by two years.
  • Actively supported patient care coordination, reducing delays in specialist referrals by the past year.
  • Developed and executed patient satisfaction surveys using Jira, driving a 77% increase in response rates and actionable feedback.
  • Managed medical records and patient documentation with Power BI, ensuring 100% accuracy and compliance with regulatory standards.
  • Collaborated with the quality assurance team to improve the patient intake process, leading to a 35% enhancement in patient satisfaction scores.
  • Documented and resolved system which led to process.
  • Reduced average patient service response times by 26%, minimizing patient wait times for administrative support.
  • Organized regular team meetings to review patient concerns, resulting in a 45% increase in swift issue resolution and patient satisfaction.
  • Led patient service initiatives that contributed to achieving Outstanding Service Award for Highest Patient Satisfaction in 2021.
  • Maintained HIPAA-compliant records for over 4 patients monthly, demonstrating consistent attention to detail in regulatory environments.

Affiliations

  • Project Management Institute
  • Patient Experience Improvement Committee (PEIC)
  • American Medical Informatics Association
  • Toastmasters
  • Healthcare Financial Management Association (HFMA)
  • American Patient Advocacy Association (APAA)
  • Association for Professionals in Infection Control and Epidemiology (APIC)
  • American Marketing Association
  • International Council of Nurses
  • Hospitals, Health Systems & Patient Experience Network

Certifications

  • Apple Certified Associate (ACA)
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Patient-Centered Care Certification – Cedar Works
  • Certified Medical Office Manager (CMOM) - Meridian
  • Conflict Resolution in Healthcare Certification 2023
  • Lean Six Sigma Green Belt Certification in Healthcare Harbor & Co.
  • Certified Supervisor of Patient Navigation Programs Brightline
  • Certified Electronic Health Records Specialist (CEHRS) ServiceNow
  • SHRM Senior Certified Professional (SHRM-SCP)

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