Acanthe Edouard
Patient Service Manager II
New York,New York
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
Work History
Patient Service Manager II
New York City Health and Hospitals / Coler/ Sodexo
4 2024 - Current
- Responsible for managing a team of 60+ employees and 3 supervisors, will be involved in operations, inventory, and catering (small resident focused)
- Regularly analyze patient satisfaction data and implement additional measurements and action plans in these areas to achieve optimal unit performance
- Have oversight of the patient Services area, patient food service production, and diet office
- Ensure excellence in service quality and delivery schedules
- Act as the liaison between the dietitians, nursing managers and the units
- This role will participate in patient safety, patient experience initiatives
- Work with the diet office to review and address any patient menu/meal concern
- Daily patient meal rounding
- Identify process improvement initiatives and oversee the implementation
- Employee training in compliance, safety, sanitation, customer service and HR Functions
- Ensure and drive efforts for Gold Check Standards & HACCP guidelines
- Work with the culinary team staff to address any customer complaints or issues relative to food items
Patient Service Manager II
Lenox Hill Hospital / Sodexo (Sodexo account ending 3/31/24 with Lenox Hill)
12.2023 - Current
- Regularly analyze patient satisfaction data and implement additional measurements and action plans in these areas to achieve optimal unit performance
- Have oversight of the patient Services area, patient food service production, and diet office
- Ensure excellence in service quality and delivery schedules
- Act as the liaison between the dietitians, nursing managers and the units
- This role will participate in patient safety, patient experience initiatives
- Work with the diet office to review and address any patient menu/meal concern
- Daily patient meal rounding
- Identify process improvement initiatives and oversee the implementation
- Employee training in compliance, safety, sanitation, customer service and HR Functions
- Ensure and drive efforts for Gold Check Standards & HACCP guidelines
- Work with the culinary team staff to address any customer complaints or issues relative to food items
Contract Office Manager
Jess Pudd’in Wholesale and Supply Store
04.2010 - Current
- Contract drafting, evaluation, negotiation, and execution
- Maintaining contractual records
- Developing and implementing procedures and policies
- Maintain best practices
- Provide a baseline for accountability expectations
- Protect against legal, regulatory, and liability issues
- Planning and organizing production schedules
- Assessing project and resource requirements
- Estimating, negotiating, and agreeing budgets and timescales with clients and managers
- Confirming that health and safety regulations are met
- Determining quality control standards
- Overseeing production processes
- Re-negotiating timescales or schedules as necessary
- Selecting, ordering, and purchasing materials
- Organizing the repair and routine maintenance of production equipment
- Liaising with buyers and marketing and sales staff
- Supervising and managing the work of junior staff
- Organizing relevant training sessions
- Marketing/ Sales
Patient Service Manager II
Queens New York City Health and Hospitals / Sodexo
12.2021 - 12.2023
- Have oversight of day-to-day operations
- Successfully coordinate all required tasks through subordinate managers, supervisors and front-line staff
- Deliver high quality food services including retail, catering and patient meal management operations
- Achieve company and client financial targets and goals
- Develop and maintain client and customer relationships (i.e., comfortable in c-suite settings where communication skills are imperative when serving as top level site management)
- Develop strategic plans
- Ensure HACCP & temperature logs, regulatory and standards compliance
- Have daily interaction with patients, their families and clinical team to ensure patient satisfaction
- Create a positive environment and/or positive influence
- Ensure Sodexo standards are met, along side New York city Health & Hospitals
- Update work flow, adjust meal serving time, conduct huddle (pre-services) meeting with staff every day, communicate the suggestion timely, and monitor adjustment closely
- Conduct unit rounding as per requirement twice a week, tray assessments three times a week, and Food Service Associate issues on the units
- Conduct weekly Salus, walk throughs as per required numbers
- Coordinate with the team to comply Salus standards, tally the total
- Implement Food Service Associate program to upgrade patient experiences and improve patient satisfaction
- Conduct tray assessment, rounding and improve communication to improve Press Ganey scores
- Complete payroll/reports
- Weekly meals collecting data
- PM Snacks
- Supplements
- Meal census
- Late trays
- ED bulk supplies
- ED hot trays
- ED bag lunches
- Inpatient floor stock
- Outpatient patient supplies
- Catering
- Volunteer meals
- Dietary staff
- Doctor meals
- Behavioral health nourishments
- Family meals
- P345/P355
- Scheduling services aides, supervisors, dietary aides
- Posting and monitoring overtime
- Finding coverage for short staffing for Food services associates and service
- Huddles with clinical team for process improvement on food services for patients (FSAs)
- Focused in-services monthly and as needed on new hospital initiative, new regulatory infection control
- Safety culture
- Equipment Purchase Orders
- Team up with supervisors and food service team to evaluate the usefulness of kitchen equipment and make necessary recommendations
- Monitoring compliance with staff ELM trainings/ hospital driven programs/ employee surveys
- Staff OHS compliance (vaccines)
- Proactive with union and staff to keep positive and healthy environment
- Initiate employee engagement activities
- Process Optimization for Requisitions for different departments
- Looking at outpatient clinics for cost reduction
- One-to-one with staff
- Performance evaluations
Radiology Support Manager/ Contract Manager
Harlem Hospital
12.2019 - 11.2022
- Craft, evaluate, negotiate, and execute a wide variety of different contracts covering a range of transactions
- Create and maintain relationships with suppliers and serve as the singular point of contact for matters concerning contracts
- Maintain records for correspondence and documentation in relation to established contracts and those in progress
- Communicate and present information to stakeholders about all contract-related matters
- Monitor contracts and move forward with close-outs, extension, or renewal according to what’s best for the company
- Solve any contract-related problems that may arise with other parties and internally with the company itself
- Provide training and evaluations for all 15 employees, while maintaining productivity and performance and instilling new procedures and projects as they arise
- Adhere to all appropriate radiology standards of operation and patient care standards, including meeting efficiency and productivity standards, identifying issues in the system, and working to improve these and offering insight to annual strategic plans
- Handle the financial aspect of the radiology department by contributing to the annual budget review, tracking and calculating expenditures, noticing issues and troubleshooting these
- Provide supportive care to patients by mediating and resolving any issues that arise between care providers, radiology technologists, medical staff and patients
- Improve and oversee the quality assurance program for the radiology department
- Collect data throughout the fiscal year and be prepared to offer statistics and reports based on clinical, treatment and financial data
- Protect the departments boundaries by assuring compliance with all pertinent local, state and federal guidelines that monitor safety and health care standards
- Work to uphold the reputation of the department’s environment by always maintaining a professional demeanor and strengthening the department’s ties with other leaders in the medical radiology field
- Respond to tickets in a timely manner while providing detailed notes of all activities and interactions in the system
- In conjunction with all HHC stakeholders, resolve cases by facilitating multiple institutional connections
- Role not limited to answering multiple phone lines, triaging complex situations by using the tools and databases given by management, while providing exceptional customer service and abide by the HIPAA regulations
- Based on escalation level my role is to document every step of the process, locate the proper entity, medical team in care of the patient, and resolve and connect the call for the radiologist to convey results for the case in a timely manner
New York City Remote Contact Tracer
New York City Health and Hospitals
07.2020 - 12.2021
- Use a web-based client resource management (CRM) platform to interview positive patients
- Identify and interview their close contacts to determine their risk of exposure
- Provide those contacts exposed to COVID or positive for COVID with instructions for isolation or quarantine and locations for testing/ vaccinations sites if necessary
- Work with patients to identify people with whom the patients have been in close contact so contact tracers can locate them
- Monitor their symptoms through text messages and/or phone monitoring
- An understanding of patient confidentiality, including the ability to conduct interviews without violating confidentiality (e.g., to those who might overhear their conversations)
- Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection
- Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that I can build and maintain trust with patients and contacts
- Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed and refer them to testing sites, if appropriate
- Resourcefulness in locating patients and contacts who may be difficult to reach or reluctant to engage in conversation
- Understanding of when to refer individuals or situations to medical, social, or supervisory resources
- Cultural competency appropriate to the local community
Administrative Assistant
TSCTA Training Academy
11.2019 - 12.2019
- Registered in-person student registration and check in, payment collection, heavy customer service phone support
- Moderate filing, including management of confidential and secure documentation
- Assisted with projects and performed other duties and functions as requested
- Successfully utilized all software programs as needed to perform responsibilities of the position
- Answered client calls and emails in a timely and professional manner
- Handled client’s walk-ins, order request, and/or any additional administrative duties from TSCTA
Advanced Practice Provider Staffing Coordinator (Contract 2 months)
Memorial Sloan Kettering Cancer Center
06.2019 - 08.2019
- Prepared, monitored, and maintained 900 plus Providers (Nurse Practitioners and Physician Assistants) credentials document files
- Maintained and updated Providers credentialing files prepared and mailed appropriate Provider documents to the New York State Office of Professions-NYS Protocol documents (Nurse Practitioner Form 4NP)
- Updated, monitored and maintained several assessment tools for the department such as OPPE (Ongoing Professional Practice Evaluation) form and the FPPE (Focused Professional Practice Evaluation) form
- Updated and maintained Excel several spreadsheets for FPPEs, OPPEs, and a Provider master roster for 900 plus Advance Practice Providers
- Assisted the Associate Director and Credentials Coordinators with projects when needed such as facilitated logistics for venues for new hire orientations and Preceptor workshops
Office Manager
Northwell Health Home Care
10.2016 - 03.2019
- Collaborate in the on-boarding of new registered nurses and LPNs
- Strong organizational and problem-solving skills
- Provide training and evaluations for all 11 employees, while maintaining productivity and performance and instilling new procedures and projects as they arise, along with interviewing new hires
- Budgeting related to inventory to maintain an effective work environment and more efficient
- Arranged nursing schedules for patient’s visitation and innovative at problem-solving
- Confirmed with other hospitals to verify patients discharges, planned doctor/patient visits daily
- Prepared and maintained presentations, graphs, manuals, report forms, policies and procedures, organizational charts and worked process flow charts
- Coordinated schedules of HHA & MLTC with patients and family members, managed care, ordered supplies for patients as needed, ordered, and submitted labs, coordinated daily administrative schedule for management and nursing and typed general correspondence, as well as DME orders
- Called doctor’s offices to verify patients’ and to get 485’s signed by physicians for completion of patient care for payments to be rendered to Northwell Home Care
- Periodically reviewed the organization’s financial reports and identified opportunities for cost reduction
- Analyzed data and advised top management on how to maximize profits and analyze market trends and identify identified opportunities for growth/ expansion
- Screened and routed incoming telephone calls, as required, assisted management in preparing and distributing vendor contracts
- Processed invoices created and maintained data collections and reporting tools to track and analyze patient data
ER Registrar/ED Exit, Labor/ Delivery Dept. & Admitting Dept.
Lenox Hill Hospital/NSLIJ
10.2013 - 10.2016
- Interact with patients and their families in person, on the phone and via email communications in a professional, personable, and empathetic manner
- Answer phone calls and make calls to patients, physicians, and other staff
- Patients check out after appointments and return visit scheduling
- Schedule surgical cases and new clinic appointments
- Schedule physicians’ and nurses’ professional calendars
- Act as a liaison between the office and other hospital staff
- Manage billing and insurance company interactions
- Retrieved patient medical records for physicians, technicians, or other medical personnel-adhering to the HIPAA law rules and regulations as they relate to patient safety
- Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer
- Reviewed and analyzed facility activities and data to aid planning and cash and risk management and to improve service utilization
- Maintained awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options
- Monitored the use of diagnostic services, inpatient beds, facilities, and staff to ensure effective use of resources and assessed the need for additional staff, equipment, and services
- Insurance verification for patient billing, including insurance information, managed care, and resolution of problems to ensure a clean billing process
Finance/Surgical/ Medical Records Dept. (Volunteered)
Brooklyn Hospital Center
10.2012 - 06.2013
- Assisted with birth registry process
- Processed information in Department of Health database- Eagle Patient Registry, assisted with clerical work
- Assisted in surgical department sanitizing instruments and putting together surgical trays for operations
- Reviewed and filed patient billing, constructing new patient jackets
- Photocopied/scanned/faxed inpatient/outpatient documents, supporting department directors, supporting staff and administrative officers
Office Manager
Absolute Foot Care
01.2008 - 08.2010
- Collaborate in the on-boarding of new physician practices
- Consistently displays a positive attitude towards one’s work and work environment
- Ability to multitask in a fast-paced environment
- Answer phone calls and make calls to patients, physicians, and other staff
- Processed medical billing, scheduled patients’ appointments, scheduled surgical cases and new clinic appointments
- Initiate prior authorization request from insurance companies and scheduled surgical procedures
- Reconciled, verified insurances in network and out of network, patient payments and resolved account disputes
- Managed software applications dedicated to maintaining strict patient confidentiality
- Tracked and recorded accounts payable invoices and assisted with complicated daily quotas of backlogged accounts and payroll
- Hiring and training administrative staff
- Evaluating staff performance
- Scheduled staff for their work
- Establishing office policies and procedures
- Working with vendors to get needed equipment for the practice and purchase office supplies
- Interact with patients and their families in person, on the phone and via email communications in a professional, personable, respectable, sympathetic, and empathetic manner
- Patients check out after appointments and return visit scheduling
- Manage physician’s professional calendars
- Act as a liaison between the office and other hospital staff
- Manage front end payment collection and insurance authorizations
- Proactively identify ways to enhance physician office operations
- Strong organizational and problem-solving skills
- Work independently on assigned tasks
Education
Doctor of Health Care Administration -
Walden University
Minneapolis, MinnesotaMaster of Health Care Administration - undefined
Walden University
Minneapolis, MinnesotaBachelor of Science in Health Care Management - undefined
Walden University
Minneapolis, Minnesotaundefined
Science Skills Center High School
undefined
Skills
Operations Management
Policy Implementation
Workforce Management
Performance Management
Timeline
Patient Service Manager II
Lenox Hill Hospital / Sodexo (Sodexo account ending 3/31/24 with Lenox Hill)
12.2023 - Current
Patient Service Manager II
Queens New York City Health and Hospitals / Sodexo
12.2021 - 12.2023
New York City Remote Contact Tracer
New York City Health and Hospitals
07.2020 - 12.2021
Radiology Support Manager/ Contract Manager
Harlem Hospital
12.2019 - 11.2022
Administrative Assistant
TSCTA Training Academy
11.2019 - 12.2019
Advanced Practice Provider Staffing Coordinator (Contract 2 months)
Memorial Sloan Kettering Cancer Center
06.2019 - 08.2019
Office Manager
Northwell Health Home Care
10.2016 - 03.2019
ER Registrar/ED Exit, Labor/ Delivery Dept. & Admitting Dept.
Lenox Hill Hospital/NSLIJ
10.2013 - 10.2016
Finance/Surgical/ Medical Records Dept. (Volunteered)
Brooklyn Hospital Center
10.2012 - 06.2013
Contract Office Manager
Jess Pudd’in Wholesale and Supply Store
04.2010 - Current
Office Manager
Absolute Foot Care
01.2008 - 08.2010
Patient Service Manager II
New York City Health and Hospitals / Coler/ Sodexo
4 2024 - Current
Doctor of Health Care Administration -
Walden University
Master of Health Care Administration - undefined
Walden University
Bachelor of Science in Health Care Management - undefined
Walden University
undefined
Science Skills Center High School
undefined
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