Hi, I’m
Angelica Rivera
Healthcare Administration
Valley Cottage,NY
Summary
Director of Operations with more than 28 years of expertise in overseeing daily facility operations and engaging with clients. An adaptable leader, acknowledged by colleagues for exceptional communication and innovative problem-solving abilities. Committed healthcare professional with a proven track record of achieving company objectives through systematic and organized methodologies. Proficient in performing under pressure and adjusting to new challenges, consistently working to elevate the organizational brand.
Overview
17
years of professional experience
Work History
True Care Home CareNew York, NY
Senior Branch Manager
05.2024 - Current
Job overview
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Summit Health (previously Westmed Medical Group)
Patient Experience Director & Employee Engagement
04.2010 - 02.2024
Job overview
- Supervised a team of twelve Patient Experience Navigators to assist patients in real-time as well as a team of twelve Patient Experience Navigators to assist patients in real-time as well as a Client Relations team to deliver service recovery.
- Led the Patient Experience Program and Employee Engagement with the Chief Medical Officer and Human Resources for the Northeastern region.
- Implementation of new systems and direction for medical groups to drive culture, tactics, processes, and feedback for patient experience.
- Facilitated new hire orientation for Patient Experience, Service Recovery, Role-play simulations, and expectations for new hires.
- Improve outpatient systems experience by analyzing patient surveys back to develop strategies for achieving experience goals by 50%.
- Developed a Patient Advocacy Team of 30 members including Clinical Directors, Physicians, and Operations to engage with service recovery, quality, and safety measures, and the outcome results improved patient satisfaction by over 30%.
- Increased company revenue by streamlining processes and implementing cost-saving measures by 30%.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations with physicians, clinical staff, and Executives.
Westmed Medical Group
Associate Director of Front Desk Operations
04.2010 - 01.2019
Job overview
- Revamped internal communication channels to foster greater transparency between departments and improve overall organizational cohesion by 80%.
- Supervised a team of over 150 front desk associates and managers.
- Facilitated systems registration training sessions for new hires and refresher training post-new hire.
- Mentored junior staff members, guiding professional development opportunities and career progression paths within the company.
- Managed cross-functional teams for multiple large-scale projects, completing each on time and within budget constraints.
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.
- Improved team efficiency by streamlining project management processes and implementing new collaboration tools.
- Reduced operational costs by 60% identifying inefficiencies and implementing cost-saving measures in various departments.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Enhanced employee performance through targeted training programs and regular feedback sessions, resulting in higher productivity levels.
Mount Sinai Hospital
Practice Administrator Internal Medicine
01.2008 - 01.2010
Job overview
- Supervised team of over 50 physicians, clinical and operations in Internal Medicine and Infectious Disease outpatient ambulatory division for adult/pediatrics.
- Increased company revenue by streamlining processes and implementing cost-saving measures by 65%.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations by 15%.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices by 15%.
- Boosted client satisfaction rates by 20% through exceptional relationship management and prompt resolution of issues.
Education
Concorde Career Institute, Jacksonville, FL
Certification from Healthcare Administration
07.1998
Theodore Roosevelt High School, Bronx, NY
High School Diploma
06.1994
Skills
- EHR/EMR EPIC, Athena and Centricity Business
- Microsoft Products: Word, PowerPoint, Excel, Publisher, Visio, Outlook, Teams & Open 365
- CPT/ICD-9/ICD-10
- HIPAA Compliant/OSHA/JCAHO/CAHPS/CMS
- Workday
- SharePoint
- Press Ganey, NRC, and Solution Reach Survey Vendors
- Project Management
Work Preference
Work Type
Full TimeWork Location
HybridCertification
Healthcare Administration
References
REFERENCES
Available upon request.
Accomplishments
- Collaborated with team of 20 in the development of Patient Experience Program.
- Supervised team of 125 staff members.
- Achieved by complete 68% of Check-In processes with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Develop a patient satisfaction dashboard to improve patient experiences and improve workflow's.
Timeline
Senior Branch Manager
True Care Home Care
05.2024 - Current
Patient Experience Director & Employee Engagement
Summit Health (previously Westmed Medical Group)
04.2010 - 02.2024
Associate Director of Front Desk Operations
Westmed Medical Group
04.2010 - 01.2019
Practice Administrator Internal Medicine
Mount Sinai Hospital
01.2008 - 01.2010
Concorde Career Institute
Certification from Healthcare Administration
Theodore Roosevelt High School
High School Diploma
Languages
- Bilingual-English/Spanish
- Certified in medical terminology in Spanish
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