Anel Bernal Balderas
Edinburg,TX
Summary
Patient care professional prepared to elevate patient experiences through exceptional service and attention to detail. Brings valuable experience in optimizing patient feedback systems and collaborating with multidisciplinary teams to foster compassionate care environment. Known for reliability, adaptability, and effective communication skills, enhancing team performance and patient outcomes.
Overview
20
20
years of professional experience
Work History
Patient Experience Manager
DHR Health
12.2020 - 11.2025
- Led patient satisfaction initiatives, enhancing overall experience and engagement across departments.
- Developed and implemented training programs for staff to improve patient interaction and service quality.
- Analyzed patient feedback data to identify trends and recommend actionable improvements in care delivery.
- Collaborated with clinical teams to streamline processes, reducing wait times and increasing efficiency in service delivery.
- Established communication protocols that fostered transparency between patients and healthcare providers.
- Mentored junior staff on best practices in patient relations, promoting a culture of excellence in service delivery.
- Conducted regular assessments of patient experience metrics, driving strategic decisions for continuous improvement efforts.
- Facilitated cross-departmental meetings to align goals and enhance the overall patient journey within the organization.
- Established protocols for timely response to patient complaints, effectively resolving issues and minimizing negative impact on satisfaction scores.
- Assisted with root cause analyses on negative feedback incidents, identifying key drivers behind dissatisfaction and devising targeted interventions to address them proactively moving forward.
- Served as a liaison between patients, families, and healthcare providers, ensuring seamless coordination of services and optimal support throughout the care journey.
- Liaised with other healthcare professionals with in the organization to develop comprehensive patient care plans and provide highest quality of care.
- Mentored junior team members in navigating the complexities of managing patient experiences, strengthening their skills and fostering professional growth within the organization.
- Promoted a culture of accountability by establishing clear expectations for staff behavior towards patients and monitoring adherence closely.
- Trained staff members in best practices for patient-centered care, fostering a compassionate and empathetic environment.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
- Developed and executed patient experience initiatives, resulting in improved overall hospital ratings.
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Led regular team meetings to review performance metrics, discuss challenges, and develop strategies for continuous improvement in the patient experience domain.
Customer Service Representative
DHR Health
11.2015 - 12.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline service processes, improving response times.
- Maintained knowledge of healthcare services to provide accurate information and support.
- Handled customer grievances as required by Joint Commission and CMS guigeleines
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Human Resources Specialist
DHR Health
01.2006 - 11.2015
- Assisted in employee onboarding to enhance retention and improve employee experience.
- Facilitated training sessions on HR policies, compliance, and best practices for diverse teams.
- Conducted performance evaluations and provided constructive feedback to support employee development initiatives.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
- Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
- Streamlined exit interview processes, gathering insights to improve employee satisfaction and retention strategies.
- Developed and maintained up-to-date database of employee records, ensuring compliance with legal requirements.
- Facilitated smooth onboarding experiences for new hires, ensuring they felt welcomed and well-informed.
- Collaborated with managers to identify and address employee relations issues.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Advocated for staff members, helping to identify and resolve conflicts.
Education
GED -
University of Pan American
Edinburg, TXSkills
- Patient satisfaction initiatives
- Patient feedback analysis
- Mentorship and coaching
- Complaint resolution strategies
- Empathetic customer service
- Healthcare service knowledge
- Effective written and verbal communication
- HIPAA compliance
- Effective problem solving
- Team management and team building
- Reliability and dependability
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Patient Experience Manager
DHR Health
12.2020 - 11.2025
Customer Service Representative
DHR Health
11.2015 - 12.2020
Human Resources Specialist
DHR Health
01.2006 - 11.2015
GED -
University of Pan American