Assist in developing, implementing, managing, and evaluating programs across the hospital
Manages special and ongoing projects
Acts as a liaison for director
Create and manage database files
Arrange and facilitate meetings
Assist with presentations for conferences and seminars
Collaborate with various stakeholders to streamline processes on a systematic level
Evaluate and update standard operation procedures for process improvement
Facilitate Crisis Prevention Management training classes across the hospital
Organize hospital trainings utilizing the hospitals online class scheduling system
Update class material for hospital related training courses
Clinical Customer Service Coordinator, Supervisor
Johns Hopkins Hospital
Baltimore, MD
07.2022 - 09.2023
Administrative Supervisor for Orthopedic, Trauma surgical unit
Round on patients to assure their needs are met, with efforts of enhancing patient satisfaction
Attend daily multi-disciplinary rounds to discuss updates on each patient on the unit
Orchestrate family meetings as needed via in person or zoom
Assist in managing needs of each patient to assure that they have an exceptional hospital stay
Monitor monthly HCAHP scores for the unit, and follow-up with ideas to raise low scores
Participate in leadership meetings to collaborate ideas to improve HCAHP scores
Participate in monthly meetings with patient relations to collaborate ideas on enhancing patient satisfaction
Produce ideas to enhance employee engagement that contribute to a happy and healthy work environment
Phlebotomy Specialty Technician
Harbor Hospital (Medstar Health)
Baltimore, MD
10.2021 - 07.2022
Perform specimen collections on inpatients
Process laboratory samples by logging them into the LIS (Laboratory Information System) system (Cerner) and preparing them for testing
Utilize centrifuge, aliquot tubes, pipettes, and other laboratory equipment to prep and process samples sent to lab
Participates in group meetings and huddles
Assist supervisor and team leader with various tasks upon request
Supervisor- Outreach Financial Services-Customer Service
Good Samaritan Hospital (Medstar Health)
Baltimore, MD
06.2016 - 07.2021
Manage billing and customer services personnel (15 total)
Process and submit bills to contracted Nursing facilities for Lab services
Monitor critical reports to assure timely service is made by customer service team to treatment team
Document and record any errors made by Customer Service team or billing team- counsel staff accordingly
Communicate with Business office managers for contracted nursing facilities for billing matters
Main contact for billing matters for contracted Nursing facilities
Answer and problem solve any billing issues for CBO for lab accounts
Assure billing accounts meet proper standard for payment i.e., Medicare accounts
Process department payroll
Process department mileage for reimbursement
Draft statistical reports to ensure accounts are being processed correctly and paid in a timely manner
Attending meetings
Update and draft policies and procedures for CS and Billing teams
Post job openings, interview, and hire new employees
Phlebotomist
Greater Baltimore Medical Center (GBMC)
Baltimore, MD
10.2016 - 10.2018
Perform phlebotomy services on inpatients and outpatients including infants and toddlers
Perform EKG’s
Communicate with treatment staff i.e., nurses and doctors in regard to laboratory tests
Access different units in hospital for phlebotomy collections
Performs phlebotomy services at Sheppard Pratt hospital for the eating disorder unit
Process laboratory collections by nurses
Properly identify patients to assure correct patient is drawn
Team Leader- Clinical Lab Resource Specialist
Good Samaritan Hospital (Medstar Health)
Baltimore, MD
02.2015 - 06.2016
Coordinate phlebotomy/courier service activities for Nursing Homes and Outreach Lab Services
Monitor and maintain Customer Service phlebotomy/Courier dispatch program
Prepare invoices and send monthly bills to the nursing facilities as needed
Assist with Supervision of customer service and registration staff
Updates accounts for monthly list bills to the nursing facilities
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards
Complies with governmental and accreditation regulations
Coordinate courier activity for nursing homes and outreach laboratory services
Maintain an organized work environment
Perform duties of a customer service representative
Perform other duties as assigned
Provide monthly quality reports and statistics for turnaround times for stat phlebotomy draws and courier pickups at nursing home facilities
Lead Phlebotomist
Good Samaritan Hospital (Medstar Health)
Baltimore, MD
01.2007 - 02.2015
Interviewed, hired, and trained new phlebotomist
Performed in-service training for nursing staff at new nursing facilities training them on how to use our lab system
Work as acting supervisor
Answered and dispatched service calls from our nursing centers and assured the requested service is provided promptly
Managed the upkeep of company vehicles, including scheduling maintenance service, and assuring that the bills are paid
Utilized Microsoft programs (excel, power-point, word, and outlook) daily
Imported data daily into Microsoft excel
Utilized a laboratory program called Cerner which monitors lab work
Monitored labs to assure tests are correctly ordered, accessioned, and resulted within a timely manner daily
Followed up with laboratory staff requiring information on tests that did not meet our turnaround time
Utilized the hospital billing system that verifies patient insurance
Performed and participated in staff meetings, making staff members aware of latest changes or policies within the department
Administrative Assistant
SSI Business Solutions
Alexandria, VA
11.2005 - 04.2006
Administrative Assistant, Chiefs Office
United States Department of Agriculture, Natural Resources Conservation Service (NRCS)
Washington, DC
09.2004 - 10.2005
Administrative Assistant
RE/MAX Allegiance
Lanham, MD
06.2003 - 08.2004
Office of the Deputy Chief for Management
United States Department of Agriculture Natural Resources Conservation Service (NRCS)
Washington, DC
02.2002 - 04.2003
Office Automation Clerk, Stay in School Program
United States Secret Service
Washington, DC
10.1999 - 08.2001
Education
Master of Healthcare Administration -
University of Phoenix
01.2023
Bachelor of Science - Psychology
University of Phoenix
01.2011
Skills
Marketing materials
Promotional planning
Onsite tours
Eligibility Determination
Staff Development
Training Coordination
Citizenship
United States Citizen
References
References furnished upon request
Timeline
Program Coordinator, Patient and Visitor Services
Johns Hopkins Hospital
09.2023 - Current
Clinical Customer Service Coordinator, Supervisor
Johns Hopkins Hospital
07.2022 - 09.2023
Phlebotomy Specialty Technician
Harbor Hospital (Medstar Health)
10.2021 - 07.2022
Phlebotomist
Greater Baltimore Medical Center (GBMC)
10.2016 - 10.2018
Supervisor- Outreach Financial Services-Customer Service
Good Samaritan Hospital (Medstar Health)
06.2016 - 07.2021
Team Leader- Clinical Lab Resource Specialist
Good Samaritan Hospital (Medstar Health)
02.2015 - 06.2016
Lead Phlebotomist
Good Samaritan Hospital (Medstar Health)
01.2007 - 02.2015
Administrative Assistant
SSI Business Solutions
11.2005 - 04.2006
Administrative Assistant, Chiefs Office
United States Department of Agriculture, Natural Resources Conservation Service (NRCS)
09.2004 - 10.2005
Administrative Assistant
RE/MAX Allegiance
06.2003 - 08.2004
Office of the Deputy Chief for Management
United States Department of Agriculture Natural Resources Conservation Service (NRCS)