ALPHA SITA

Work History

Patient Relations Advocate

Northside Hospital, NSH

Lawrenceville, GA

05.2019 - Current

Greets patients, families, and visitors during daily proactive rounds and welcome over 30 patients to NSH per
Applied administrative knowledge and courtesy to explain procedures and services to patients.
Help address patients complaints through timely corrective actions and appropriate referrals.
Responded to inquiries by directing calls to appropriate personnel.
Ensures patients are aware of available resources; potentially uncovers and revolves any service-related issues and assures patient’s experience meets and exceeds expectations
Recommended service improvements to minimize recurring patient issues and complaints.
Provides appropriate intervention with staff/patient/family conflicts on patient care units
Negotiates viable solutions through conflict resolution skills while acting as liaison in potentially hostile situations
Document and investigate point of service complaints and grievance information and complaints regarding organization through intakes
Responds to grievances from patients and their representatives through accurately composed letters
Resolves complaints consistent with organization’s complaint policy and service standards
Analyzes patient satisfaction data and complaint data to suggest and implement positive change for patient experience
Assesses hospital experience by conducting post discharge phone calls to patients
Explain various hospital policies and procedures; provide other information or assistance required.
Facilitated communication between patients and various departments and staff.
Train new staff on filing, phone etiquette and other office duties.

Front Office Coordinator

North Chattahoochee Family Physician

Johns Creek, GA

07.2018 - 05.2019

Completed patient referrals to other medical specialists.
Maintained current and accurate medical records for patients.
Coordinated patient scheduling, check-in, check-out and payments for billing.
Organized paperwork such as charts and reports for office and patient needs.
Managed multi-line phone system and pleasantly greeted patients.
Checked patient insurance, demographic, and health history to keep information current.
Supported office staff and operational requirements with administrative tasks.
Answered over 50 calls to offer office information, answer questions, and direct calls to staff.
Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Obtained payments from patients and scanned identification and insurance cards.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Assistant Guest Service Manager/Administrative Assistant

Canad Inns Destination Center - Grand Forks

Grand Forks, ND

02.2016 - 06.2018

Implemented successful strategies to increase customer satisfaction.
Fostered safe lodging environment with reliable and effective security services.
Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Solicited and reviewed guest feedback and promptly resolved complaints.
Evaluated and promptly resolved lodging facility operational issues.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Assisted with development and distribution of marketing materials for facility.
Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Supervised team of twelve front desk agents and helped to resolve issues arising during shifts.
Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Managed day-to-day operations of lodging facility, scheduling nearly 15 staff members and overseeing budgets.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Planned and executed marketing activities to improve property brand and increase revenue.

Patient Coordinator

Altru Health System

Grand Forks, ND

12.2015 - 06.2018

Explained upcoming treatment preparation, instructions, and other facts to patients.
Upheld confidentiality requirements and regulatory compliance guidelines.
Maintained confidentiality of patient data and condition to safeguard health information.
Worked with patients to schedule tests and procedures.
Shared patient status updates during shift changes for continuum of care.
Communicated with patients, caregivers and families members to relay diagnoses and treatment options.
Delivered excellent patient experiences and direct care.
Provided support and guidance to patients and families to navigate healthcare systems.
Organized discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital.
Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
Coordinated transportation to get patients to and from medical appointments.
Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Assisted patients with coordinating long-term care for chronic conditions to support and manage illnesses.

Health Unit Secretary

Altru Health System

Grand Forks, ND

01.2015 - 12.2015

Preserved orderly work area and provided exceptional service by meeting needs of staffs, patients, visitors, and customers
Facilitated patients’ visiting hours
Managed unit call light and multiple phone lines; transferred inbound calls to appropriate department or patient
Admitted patients to appropriate unit and discharged them from system
Scheduled patients’ follow-up appointments prior to discharge
Assigned and updated patients’ staffing appropriately
Maintained adherence with procedures and physician orders at all times
Notified unit nurses about patient’s needs
Performed various administrative tasks by filing, copying and faxing documents.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Prepared and processed patient referrals and transfer requests.
Updated patient’s chart and scheduled physician’s orders and test
Faxed prescriptions and physician note to pharmacies and different departments
Ordered department supplies weekly or as needed
Requested any medical record from other health facilities
Distributed mail to inpatients and staff offices.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Answered phone calls and messages for seven-physician family physician medical facility, scheduling appointments, and handling patient inquiries

Summary

Overview

Work History

Patient Relations Advocate

Front Office Coordinator

Assistant Guest Service Manager/Administrative Assistant

Patient Coordinator

Health Unit Secretary

Education

Master of Science - Healthcare Administration

Bachelor of Science - COMMUNICATION STUDIES (HUMAN RESOURCE SPECIALIZATION

Skills

Certification

Software

Timeline

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