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Skills

  • Bookkeeping
  • Team building
  • Communications
  • Supervision
  • First Aid/CPR
  • Change management strategies
  • Payroll and budgeting
  • Regulatory compliance
  • Patient case management
  • Healthcare financial dispute resolution

Work Experiences

  • Achieved a 68% reduction in patient case completion delays.
  • Was in charge of billing, collection, and reporting for an office that generated over $12 per year.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Achieved results over 17 years.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on quality assurance and vendor management.
  • Was in charge of the supervisor's schedule and appointments, as well as streamlining the scheduling process.
  • Boosted utilization by 15% in the first 12 months.

Summaries

  • Adaptable person with stakeholder engagement and quality assurance abilities.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Achieved a 33% reduction in response times.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Asana expert with database management experience.
  • Accomplished Patient Support Manager.
  • Highly skilled in process improvement terminology, as well as departmental payroll, budgeting, and AP/AR activities.
  • Patient Support Manager with 3 years of successful process improvement and cross-functional collaboration experience.
  • Professional in office management and administration with 14 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Meet and exceed business objectives while catering to a wide range of customer needs.

Accomplishments

  • Trained 17 newly hired support specialists, achieving 41% faster onboarding times compared to previous periods.
  • Developed patient-centered care plans for 2 patients weekly, contributing to a 70% increase in satisfaction scores.
  • Initiated weekly patient support team meetings, driving collaboration and achieving consistent department performance above 53% adherence.
  • Decreased operational costs by $2 per year by streamlining support workflows and renegotiating vendor contracts for medical supplies.
  • Created and deployed patient case management frameworks that helped reduce escalations and improved first-contact resolutions by 59%.
  • Enhanced patient support operation by restructuring shift assignments, which improved workload balance and increased agent productivity by 33%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Advocated for patients’ needs, establishing a system that drove a 57% increase in patient access to care services within one year.
  • Oversaw patient case coordination for 12 patients with chronic conditions, leading to procedure and improving health outcomes by 42%
  • Enhanced patient triaging processes, reducing emergency response times by 76% and ensuring critical interventions were administered faster.

Affiliations

  • Member, College of Healthcare Information Management Executives (CHIME)
  • National Association of Social Workers
  • National Patient Advocate Foundation (NPAF)
  • Freemason
  • Academy of Managed Care Pharmacy (AMCP)
  • American Medical Informatics Association
  • National Rural Health Association (NRHA)
  • Association for Patient Experience (AfPE)
  • National Committee for Quality Assurance (NCQA)
  • Integrative Healthcare Symposium

Certifications

  • Healthcare Customer Service Certification – Summit Group
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant (CPA)
  • Certified in Healthcare Privacy and Security (CHPS) – American Health Information Management Association (AHIMA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Ethics & Compliance Professional (CECP) - Cedar Works
  • Patient Advocacy Certificate - Patient Advocate Certification Board (PACB)
  • Salesforce
  • Certified Professional in Healthcare Quality (CPHQ) - National Association for Healthcare Quality (NAHQ)

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