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Skills

  • Hiring and recruitment
  • Patient Experience Enhancement
  • Electronic Health Records (EHR) system management
  • Appointment scheduling automation
  • Compliance with health standards
  • Patient retention strategies
  • Employee performance evaluations and feedback
  • Project oversight
  • Drug inventory management
  • Seasoned in medical clinical procedures

Work Experiences

  • Prepared monthly financial reports for the board of directors, including income statements, balance sheets, and cash flow statements.
  • Addressed high call volumes.
  • Achieved zero breaches during method audit.
  • Implemented billing best practices, which resulted in a significant reduction in accounts receivable delays.
  • Created and implemented a leadership development, coaching, and team management model that resulted in employees being promoted to higher levels of responsibility.
  • Boosted virtual visit rates by 37% in the first 18 months.
  • Achieved a 54% improvement in patient throughput.
  • Redesigned patient access and back-office workflow processes, resulting in a system-wide staffing cost reduction of 12%.
  • Investigated, triaged, and resolved patient issues to ensure a positive patient experience during their visit.
  • Communicated with patients while maintaining the confidentiality of their medical information.

Summaries

  • Dedicated Pharmacy Manager with experience with regulatory requirements and a passion for assisting people from all walks of life.
  • Expert at fostering positive patient experiences while remaining cost-effective and compliant.
  • Achieved a 31% improvement in patient throughput.
  • With more than 11 years of experience managing operations in patient-centered medical offices, this professional is highly skilled and enthusiastic.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved results within 18 years.
  • Patient Services Specialist with exceptional communication skills providing comprehensive administrative support in healthcare clinics and facilities with a patient-centric approach.
  • Risk assessment and vendor management experts.
  • Achieved a 81% reduction in patient care miscommunication errors.
  • Achieved improvements by 29% within 15 months.

Accomplishments

  • Worked closely with the billing department, reducing claim rejections by 67% and improving the overall reimbursement process.
  • Collaborated with marketing to enhance patient appointment scheduling, reducing wait times by an average of 10 minutes.
  • Documented and resolved procedure which led to program.
  • Established monthly performance review processes, allowing for the early identification and remediation of workflow bottlenecks, resulting in 17% improved productivity.
  • Implemented customer feedback loops that led to a 33% improvement in patient satisfaction scores over three years.
  • Coached team members on incident resolution protocols, reducing unresolved patient issues by 72%.
  • Managed the shift scheduling for a team of 8, reducing absenteeism and ensuring full coverage across all patient service functions.
  • Instituted cross-training programs for front desk and billing staff, leading to a more versatile operational team with a 61% improvement in overall efficiency.
  • Developed a comprehensive staff onboarding program that reduced onboarding time by 17 weeks and increased retention by 37%.
  • Collaborated with IT department to implement a telehealth platform, boosting virtual visits by 68% within the first 13 months.

Affiliations

  • Volunteer with Community Health Access Coalition
  • Jaycees
  • Association of Professional Healthcare Coordinators (APHCC)
  • Certified Patient Care Technician (CPCT) - system
  • Society of Women Engineers
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • National Association of Healthcare Access Management (NAHAM)
  • Telehealth Resource Centers (TRCs) Professional Association
  • Association of Information Technology Professionals

Certifications

  • Lean Healthcare Certified Professional (LHCP)
  • Patient Experience (PX) Professional Certification
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Healthcare Financial Professional (CHFP)
  • Certified Patient Service Specialist (CPSS)
  • CompTIA Security+
  • ServSafe
  • Associate in Patient Experience (APXP)
  • Healthcare Customer Service Certification (HCSC)

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