ALMA MUAH
Lawrenceville,Georgia
Summary
Experienced healthcare professional with over ten years in human services, specializing in counseling and operational leadership. Proven track record in enhancing patient well-being, streamlining healthcare operations, and leading teams to meet and exceed objectives. Adept at developing effective counseling strategies and fostering strong relationships across diverse populations.
Overview
15
15
years of professional experience
Work History
Supervisor of Operations
Emory Healthcare
ATLANTA, GA
09.2022 - Current
- Analyzed patient data trends to improve service and operational efficiency.
- Streamlined processes by implementing new departmental policies.
- Led personnel motivation and performance evaluations, enhancing team achievements.
- Quickly resolved patient complaints, maintaining high satisfaction levels.
- Evaluated existing processes regularly for potential optimization opportunities.
- Recruited, interviewed and selected employees to fill vacant roles.
- Guided employees on understanding and meeting changing patient needs and expectations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Maintained accurate records for tracking progress and performance of team members.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Guided employees in handling difficult or complex problems.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Audited timecards for accuracy and completion prior to submitting them for processing.
Patient Care Coordinator
Emory Healthcare
Atlanta, GA
04.2016 - 09.2022
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Facilitated coordination between primary care physician and specialists to ensure continuity of care.
- Provided compassionate support to patients and their families.
- Collaborated with multidisciplinary teams in order to provide comprehensive patient centered care.
- Managed patient appointments, ensuring efficient scheduling and rescheduling as necessary.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Addressed and resolved patient concerns and complaints in a timely and empathetic manner.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Coordinated with insurance companies to confirm patient coverage and process claims.
- Collaborated with clinical and administrative staff to meet patient needs.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Provided administrative support for patient care staff.
- Received and assisted with patient inquiries or complaints, and directed them to the appropriate medical staff members.
- Counsel patients on potential financial liabilities, and payment requirements.
- Scheduled evaluations and procedures for patients.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Received and routed care team messages and documents to appropriate staff.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Provided emotional support and guidance to patients and their families.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Community Outreach Leader
All Nation Christian Fellowship
Lawrenceville, GA
09.2013 - 01.2019
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Built relationships with key decision-makers within target communities through networking opportunities.
- Assisted in facilitating individual, family, and group counseling services.
- Drafted press releases about upcoming events or campaigns.
- Developed and managed outreach initiatives to engage diverse communities in the organization's mission.
- Created and maintained a database of relevant contacts within target populations.
- Cultivated relationships with local organizations, businesses, and government entities to coordinate collaborative efforts.
- Evaluated work of volunteers to maintain quality and effectiveness of resources.
- Responded promptly to inquiries from members of the public regarding available resources.
- Approached clients and engaged in conversation through use of effective interpersonal and people skills.
- Assisted in developing marketing materials for various outreach activities.
- Maintained social media accounts to disseminate information about outreach initiatives.
COUNSELOR
Wellspring Living
Duluth, GA
05.2010 - 09.2013
- Collaborated with multidisciplinary teams to provide comprehensive care for clients.
- Conducted mental health assessments with clients in order to determine appropriate interventions.
- Provided individual and group counseling to guide clients in areas of social and emotional needs.
- Assisted clients with developing relevant skills to improve functionality in social, educational and vocational situations.
- Collaborated with healthcare providers, social workers, and educational professionals to coordinate client care.
- Helped couples work through serious issues and restore relationships or part amicably.
- Helped clients find solutions by teaching appropriate intervention techniques.
- Engaged clients in goal-setting and action planning to promote personal growth and positive life changes.
- Participated in regular team meetings to discuss case management issues and plan services for clients.
- Utilized evidence-based therapeutic approaches, including Cognitive Behavioral Therapy (CBT) and Dialectical Behavior Therapy (DBT).
- Referred individuals to outside resources and services for additional support.
- Provided crisis intervention services for individuals in need of immediate assistance.
- Utilized motivational interviewing techniques to encourage client engagement and facilitate behavior change.
- Led support groups for specific client populations, such as those with addiction, grief, or chronic illness.
- Maintained accurate and up-to-date records of client progress and treatment plans.
- Developed treatment plans to address client needs.
Education
Master of Arts - Professional Counseling
Richmont University
Atlanta, GA05-2011
Bachelor of Arts - Business Administration
Clark Atlanta University
Atlanta, GA07-1999
Skills
- Leadership and motivation
- Operational efficiency
- Patient care coordination
- Strategic planning
- Emotional intelligence
Affiliations
- Quarterly Community Outreach: Feeding the Less Fortunate
Accomplishments
- People Pulse (Press Ganey )survey results shared showed my leader index score of 4.50.
- High Leader Index (HLI) of 4.25+, demonstrating a consistent focus on leadership excellence by fostering trust, respect, and teamwork among team members.
Professional Activities
Emotional Intelligence - Emory HealthCare, Atlanta, GA
Conflict Resolution - Emory HealthCare, Atlanta, GA
Bias Foundation Understanding & Disrupting Bias - Emory HealthCare, Atlanta, GA
De-Escalation & Service Recovery - Emory HealthCare, Atlanta, GA
Leading Change Emory Change Management Model - Emory HealthCare, Atlanta, GA
Severity Index: Utilizing the ASI in Assessment and Treatment Presenter: Donna Johnson -Sponsor: Addiction Solutions & ViewPoint Health
Healing Emotional Affective Responses to Trauma (HEART Model)- Presenter: Benjamin Keyes, PhD, EdD, LPC New Frontiers in Trauma Treatment -Presenter: Bessel A. Van der Kolk, M.D. -Sponsor: Institute for the Advancement of Human Behavior -Sponsor: Wellspring Living
Timeline
Supervisor of Operations
Emory Healthcare
09.2022 - Current
Patient Care Coordinator
Emory Healthcare
04.2016 - 09.2022
Community Outreach Leader
All Nation Christian Fellowship
09.2013 - 01.2019
COUNSELOR
Wellspring Living
05.2010 - 09.2013
Master of Arts - Professional Counseling
Richmont University
Bachelor of Arts - Business Administration
Clark Atlanta University
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