Nylajah Drew
Houston,TX
Summary
Dedicated and proficient professional with experience in customer service and healthcare, seeking to use strategic and operational talents to help a dynamic business succeed. Dedicated to customer service, quality assurance, operational efficiency, and innovation.
Overview
9
9
years of professional experience
Work History
Patient Experience Supervisor
Mount Sinai
10.2021 - Current
- Provide highest standard of patient care consistently to ensure satisfactory patient experience
- Accurately enter patient demographics and medical information into organizations systems
- Resolve patient issues with inbound calls, outbound calls, patient portal (MyChart) and e-mail in a timely manner
- Coordinate and communicate with cross-functional teams by email, MS Teams and EMR system to ensure patient concerns are addressed
- Assist patients in receiving necessary referrals and resources needed for care
- Conducts follow ups with patients to ensure customer satisfaction
- Creates resources and procedures to help team handle difficult tasks and inquiries
- Enter needed referrals and communicates with referral sources
- Inform patients of their financial responsibilities
- Insurance verification, collecting payments and claim processing
- Provide physicians and other office staff administrative support as needed, including faxing, copying, and scanning
- Follow up with patients for retention and to maintain work queues.
Patient Support Lead (Hybrid)
Schweiger Dermatology
01.2019 - 03.2021
- Lead and oversee a group of patient support specialists, offering guidance, training, and mentoring to guarantee a high standard of service excellence
- Hold team meetings to inform, update and train on process changes
- To promote ongoing progress, conduct periodic reviews and give team members helpful feedback
- Evaluate needs, concerns and problems of patients
- Collaborate and communicate with clinical staff and providers to identify patients’ needs and give support
- Demonstrate proficiency with company policies and procedures.
Receptionist/Admin Assistant
NYC Medical Doctors
04.2017 - 01.2019
- Insurance verification and collect payments
- Facilitates patient flow by notifying the provider of patients’ arrival, being aware of delays, and communicating with patients and clinical staff
- Multi-line phone system and teleconferences
- Maintaining files: standard fax, scanning, documenting, and medical records.
Supervisor
T-Mobile
02.2015 - 04.2017
- Manage store employees and workflow with team of seven staff members
- Conduct interviews for potential sales associates
- Advanced cash handling: cashier, petty cash, prepare and close cashier registers, register balancing, open/closed store POS system.
Education
Master of Business Administration (MBA) - Healthcare Management -
Capella UNIVERSITY
Minneapolis, MN07.2023
Bachelor of Science: Health Promotion & Science -
SAINT FRANCIS COLLEGE
Brooklyn, NY08.2018
Skills
- HIPPA Compliance
- Problem Solving
- Risk Management
- Data Analysis
- Data Entry
- Public Speaking
- Customer Service
- Effective written and verbal communication
- Electronic Health Records (EPIC)
- Microsoft Office
- CRM Software
Tel
347-582-8664
Leadership Areas
Enhancements in patient experiences, expanding access to healthcare services, and increasing efficiency in operations.
Preferred Name
NYLA
Timeline
Patient Experience Supervisor
Mount Sinai
10.2021 - Current
Patient Support Lead (Hybrid)
Schweiger Dermatology
01.2019 - 03.2021
Receptionist/Admin Assistant
NYC Medical Doctors
04.2017 - 01.2019
Supervisor
T-Mobile
02.2015 - 04.2017
Master of Business Administration (MBA) - Healthcare Management -
Capella UNIVERSITY
Bachelor of Science: Health Promotion & Science -
SAINT FRANCIS COLLEGE
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