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Skills

  • Leadership during high-pressure situations
  • Onboarding and training
  • Customer Relationship Management (CRM)
  • Performance metric analysis
  • Time management
  • Data-driven decision making
  • Communications
  • Budgets
  • Relationship development
  • Team management

Work Experiences

  • Achieved a consistent 81% positive feedback rating.
  • Achieved a 50% reduction in errors.
  • Kept meticulous records of office inventories and ordered additional supplies for $3.
  • Advised management on system changes.
  • Achieved 81% faster resolution of client cases.
  • Collaborated with cross-functional teams.
  • Coordinated patient follow-up appointments and managed incoming inquiries, improving first-call resolution by 56%.
  • Assumed leadership during critical times, acting as a liaison between the unit and management to ensure smooth operations during transitions.
  • Consistently exceeded productivity goals by proactively identifying and addressing bottlenecks in service workflows.
  • Achieved a measurable 40% improvement in partner satisfaction.

Summaries

  • Healthcare practices, compliance standards, and operations are all familiar territory for this versatile administrative professional.
  • Achieved a 75% increase in service quality.
  • Proven experience in metric and initiative environments, as well as knowledge of provider requirements.
  • Unit Representative is a well-organized Unit Representative who is well-versed in healthcare processes and administrative requirements.
  • Achieved an average call resolution time of 15 minutes.
  • Built strong client relationships.
  • For a busy metric practice, a capable Unit Representative capable of handling all medical administrative needs.
  • Power BI advanced abilities
  • Analytical Unit Representative with a talent for performance metric tracking and strategy development. Regularly assessed key indicators, leading initiatives that exceeded departmental targets.
  • Able to juggle competing priorities.

Accomplishments

  • Resolved 13 service escalation requests per week, ensuring 40% adherence to SLA timeframes.
  • Provided continuous collaboration with cross-functional teams to streamline communication process, increasing project handover efficiency by 70%.
  • Led a team of 5 to execute critical patient follow-up processes, ensuring a 41% follow-up completion rate.
  • Collaborated with finance to standardize inter-department communication, increasing internal response times by 85%.
  • Led a process improvement project, introducing a patient triaging system that cut wait times by 17 minutes per appointment.
  • Reduced handling time for patient consultations by 4 minutes through consistent follow-up management and targeted communication.
  • Implemented an improved service-level agreement (SLA), reducing escalated cases by 24% and enhancing client satisfaction.
  • Coordinated interdepartmental training sessions that enhanced workflow by 33% through better resource allocation.
  • Supervised the update of unit best practices, which led to a 63% reduction in service-level agreement breaches.
  • Maintained a 44% service-level satisfaction ratio by redesigning the operational procedures that address escalated cases.

Affiliations

  • Society of Women Engineers
  • Project Management Institute (PMI)
  • Association for Talent Development (ATD)
  • Customer Experience Professionals Association (CXPA)
  • National Speakers Association (NSA)
  • Rotary International
  • American Society for Quality (ASQ)
  • Certified Professional in Healthcare Quality (CPHQ)
  • International Council of Nurses
  • Strategic and Competitive Intelligence Professionals (SCIP)

Certifications

  • Certified Medical Receptionist (CMR)
  • Certified in Healthcare Management (CHM) – Cedar Works
  • Certified Service Delivery Manager – Beacon Labs
  • Certified Healthcare Administrative Professional (cHAP)
  • Certified Healthcare Access Manager (CHAM)
  • Service Desk Manager Certification (SDM) – Cedar Works
  • Lean Six Sigma Green Belt Certification
  • Unit Secretary Certification – Harbor & Co.
  • Certified Patient Account Representative (CPAR)
  • Certified Public Accountant (CPA)

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