Hi, I’m
Angelica Rivera
Valley Cottage,NY
Summary
Director of Operations with over 28 years of experience managing daily facility operations and interacting with clients. As an adaptable professional, recognized by peers for effective communication and creative thinking skills. Dedicated healthcare professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
years of professional experience
1
Language
Work History
Summit Health (previously Westmed Medical Group)
Patient Experience Director & Employee Engagement
2010.04 - 2024.02 (13 years & 10 months)
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
2010.04 - 2019.01 (8 years & 9 months)
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
2008.01 - 2010.01 (2 years)
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
HybridTimeline
Patient Experience Director & Employee Engagement
Summit Health (previously Westmed Medical Group)
2010.04 - 2024.02 (13 years & 10 months)
Associate Director of Front Desk Operations
Westmed Medical Group
2010.04 - 2019.01 (8 years & 9 months)
Practice Administrator Internal Medicine
Mount Sinai Hospital
2008.01 - 2010.01 (2 years)
Concorde Career Institute
Certification from Healthcare Administration
Theodore Roosevelt High School
High School Diploma
References
REFERENCES
Available upon request.
Languages
- Bilingual-English/Spanish
- Certified in medical terminology in Spanish
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