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Skills

  • Admission process optimization
  • First Aid/CPR
  • MS Office
  • Team building
  • Process streamlining
  • Appointment scheduling
  • Multilingual communication skills
  • Supervision
  • Discharge Process Optimization
  • Business operations

Work Experiences

  • Assisted in the creation and rollout of a new patient wellness center, increasing enrollment by 37% within the first 10 months.
  • Went over the doctors' daily care slips.
  • Collaborated with the pharmacy team.
  • Achieved a 42% response rate.
  • Conducted biannual audits of patient services workflow.
  • Answered 17 calls per one year to help customers with their questions and concerns.
  • Collected copayments and kept track of my finances on a daily basis.
  • Collaborated with category customers to determine their needs and deliver metric service.
  • Achieved improvement according to process.
  • Collaborated with the admissions department.

Summaries

  • Accomplished Patient Satisfaction Ambassador.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Within Miscellaneous, senior Patient Satisfaction Ambassador and outstanding performer in client relations and workflow optimization.
  • Collaborated with clinical and administrative teams.
  • Adept at improving patient service benchmarks through comprehensive feedback systems. Implemented post-discharge follow-ups that led to a 47% increase in survey participation and overall satisfaction.
  • Adept at resolving service-related concerns.
  • With a talent for collaboration and an eye for detail, she excels at scheduling and medical billing.
  • 9 years of experience as a patient service representative.
  • Achieved a 41% reduction in formal patient grievances.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Resolved product issue through consumer testing.
  • Implemented a new visitor information platform, resulting in a 33% uptick in navigation success based on patient feedback.
  • Enhanced patient satisfaction at Portland by implementing same-day service recovery protocols, reducing wait time grievances by 55%.
  • Reduced patient wait times by optimizing scheduling processes, resulting in a 78% improvement in wait time satisfaction.
  • Successfully mediated 17+ patient grievances, mitigating potential escalation and resulting in 29% positive rating on follow-up surveys.
  • Resolved over 3 patient complaints through active listening and personalized responses, resulting in a 51% decrease in online complaints.
  • Collaborated with hospital leadership on a service improvement program that resulted in 67% fewer patient complaints within 3 months.
  • Supervised the launch of an automated patient feedback system, reducing manual input errors and increasing data collection efficiency by 81%.
  • Regularly analyzed patient feedback data, providing actionable insights that contributed to a 71% improvement in service delivery over 16 months.
  • Led conflict resolution workshops for healthcare staff, resulting in a 69% increase in patient complaint resolution within 24 hours.

Affiliations

  • American Hospital Association (AHA) – Member Since 2017
  • Freemason
  • American Society of Safety Professionals
  • Society of Human Resource Management
  • Healthcare Information and Management Systems Society (HIMSS) – Health Data and Analytics Member
  • American Board of Quality Assurance and Utilization Review Physicians (ABQAURP) – Affiliate
  • Association of Information Technology Professionals
  • Robert Wood Johnson Foundation – Innovation in Healthcare Fellow 2015
  • Planetree International – Active Member, Patient-Centered Care Initiatives
  • Magnet Recognition Program Supporter – Advocating Nursing and Patient Coordination Best Practices

Certifications

  • CompTIA Security+
  • CompTIA A+ Technician
  • ServSafe
  • Accredited in Medical Office Administration (AMOA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Healthcare Administrative Professional (cHAP)
  • Health Advocacy Volunteer Management Certification
  • Certified Professional in Healthcare Quality (CPHQ)
  • Project Management Professional (PMP)
  • Certified Medical Administrative Assistant (CMAA)

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