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Skills

  • Profit improvements
  • Customer service excellence in healthcare
  • Escalation resolution within initiative timeframe
  • Problem-solving in high-pressure situations
  • Process bottleneck identification and resolution
  • Cost-saving initiatives in referral management
  • Medication dispensing
  • Advanced organizational and multitasking skills
  • HIPAA compliance management
  • Occupancy strategies

Work Experiences

  • Coordinated over 4 client referrals monthly, achieving a 44% increase in client placement turnaround by optimizing workflow and communication strategies.
  • Prepared monthly financial reports for the board of directors, including income statements, balance sheets, and cash flow statements.
  • Boosted team capacity by 38%.
  • Provided information on various immunizations to patients and patrons, including flu, DTaP, and HPV vaccines.
  • Assessed service quality.
  • Analyzed historical referral data trends to forecast future needs, contributing to a 17% increase in staffing accuracy during peak seasons.
  • Communicated with patients while maintaining the confidentiality of their medical information.
  • Collaborated with IT to overhaul the customer portal experience, leading to a client satisfaction survey rating increase of 38% points.
  • Acted as the primary point of contact for external partners.
  • Achieved results over a 3-month period.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Exceptional communicator and proven problem solver.
  • Healthcare administrator with a track record of providing high-quality healthcare services to patients.
  • Dedicated Pharmacy Manager with experience with regulatory requirements and a passion for assisting people from all walks of life.
  • Develop and lead an office staff that is productive and efficient.
  • Excellent planning and program management skills. Highly organized and hardworking.
  • Benefited both clients and providers.
  • Effective Pharmacy Manager with strong customer service, phone etiquette, and problem-solving abilities.
  • Hope to help Vantage achieve even greater success by leveraging my personal skill set and proactive demeanor.

Accomplishments

  • Introduced comprehensive referral tracking protocols that cut case resolution time by 83% days, significantly enhancing service delivery.
  • Managed relationships with over 7 key referral sources, strengthening partner engagement and increasing referral volume by 49%.
  • Standardized referral procedure across 5 teams, contributing to a 56% increase in referral conversion rates.
  • Oversaw daily operations of the referral management process, ensuring HIPAA compliance and reducing errors by 69%.
  • Created and enforced a referral escalation procedure, which resolved 47% more patient escalation cases within 6 months.
  • Implemented a digital referral tracking system that reduced manual errors by 25%, improving overall operational efficiency.
  • Prepared and presented detailed referral trend reports to stakeholders, leading to data-informed policy changes and service enhancements.
  • Led a detailed root-cause analysis on referral pipeline inefficiencies, reducing delays in patient service delivery by 42% hours.
  • Piloted a data-driven referral analytics dashboard, increasing actionable insights by 74% for senior leadership.
  • Collaborated with team of 13 in the development of standard.

Affiliations

  • Health Care Administrators Association (HCAA)
  • Public Health Association of Raleigh
  • International Council of Nurses
  • Certified Patient Account Manager (CPAM) - standard
  • Association for Supply Chain Management (APICS)
  • Case Management Society of America (CMSA)
  • Lions Club
  • Society of Human Resource Management
  • Medical Group Management Association (MGMA)
  • National Quality Forum (NQF) - Healthcare Improvement

Certifications

  • Salesforce
  • CompTIA Security+
  • Referral Tracking System Professional Certification (RTPC) by Tableau
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Medical Services Management (CPMSM) by the National Association Medical Staff Services
  • Google Certified Professional Cloud Architect
  • Customer Relationship Management (CRM) Certification by category
  • Certified Specialist in Aging Services Coordination by the National Association of Social Workers
  • Six Sigma Green Belt in Healthcare by Brightline
  • Certified Customer Success Manager (CCSM) by SuccessCOACHING

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