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Skills

  • Electronic health records (EHR) data entry
  • First Aid/CPR
  • Project organization
  • Customer retention and patient loyalty
  • Interdisciplinary team collaboration
  • Conflict resolution with patients and families
  • System updates
  • Multilingual patient communication (e.g., bilingual Spanish-English)
  • Team management
  • Insurance benefits education

Work Experiences

  • Built strong lasting relationships with metric healthcare providers, streamlining communication which led directly to a 35% improvement in patient referral flows.
  • Collaborated with multidisciplinary teams to create individualized care plans for patients with chronic diseases, achieving a 58% improvement in health outcomes.
  • Collaborated with insurance companies on claims resolution, recovering over $8 in previously denied patient claims during 2015.
  • Analyzed trends in patient feedback and initiated a call-back system, resulting in a 84% increase in overall satisfaction and resolution of long-term issues.
  • Oversaw the delivery of method project by system team, which resulted in process.
  • Collaborated with interdisciplinary teams.
  • Answered 14 calls per 18 months to help customers with their questions and concerns.
  • Taught patients about medicine and how to use at-home healthcare devices.
  • Assisted patients with online medical portals.
  • Assisted patients with online medical portals, boosting login and engagement rates by 61% through individual tutorials and educational resources.

Summaries

  • Achieved faster throughput.
  • Adept at reducing patient wait times by 69%.
  • Contributed to 77% improvement in claim processing success rates.
  • Within Miscellaneous, senior Patient Specialist and outstanding performer in process improvement and strategic planning.
  • Benefited patients and healthcare providers.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 38% improvement in patient health outcomes.
  • With a talent for collaboration and an eye for detail, she excels at scheduling and medical billing.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 26% improvement in treatment plan knowledge.

Accomplishments

  • Modernized patient data entry procedures, cutting error rates by 62% and improving compliance during audits.
  • Resolved language barriers for a growing number of Spanish-speaking patients, boosting communication and reducing service delays.
  • Created a patient feedback initiative that increased response rates by 85% and led to actionable improvements in service delivery.
  • Documented and resolved method which led to procedure.
  • Collaborated with team of 11 in the development of process.
  • Led initiative to resolve denied insurance claims, recovering an additional $15 for patients within 2018 timeframe.
  • Achieved Six Sigma to stay compliant with healthcare regulations and enhance patient onboarding processes.
  • Reduced patient billing errors by collaborating with billing team, lowering claim denials by 70%.
  • Collaborated on a project to improve patient check-in efficiency, reducing average wait times by 85%.
  • Facilitated resolution of 18 patient insurance claims, leading to the recovery of $4 in reimbursements for the clinic.

Affiliations

  • Freemason
  • National Association of Healthcare Access Management (NAHAM)
  • American Academy on Communication in Healthcare (AACH)
  • Patient Engagement Advisory Committee (PEAC)
  • American Board for Transplant Certification (ABTC)
  • Patient Advocate Certification Board (PACB)
  • American Marketing Association
  • American Society for Health Care Risk Management (ASHRM)
  • American Medical Informatics Association
  • Society for Participatory Medicine (SPM)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Salesforce
  • Certified Electronic Health Records Specialist (CEHRS)
  • Healthcare Patient Financial Advocate Certification Program
  • Health Information Technology Specialist Certification (HITSC)
  • Certified Medical Office Manager (CMOM)
  • Medical Terminology Certification by Summit Group
  • Certified Healthcare Business Consultant (CHBC)
  • Certified Professional Biller (CPB)
  • Project Management Professional (PMP)

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