ANNETTA R. WILBON
Davison
Summary
Customer-focused, relationship-builder with a demonstrated ability to listen, influence, communicate, and grow strong relationships and partnerships at all levels of the organization. Skilled at assessing customer and patient needs and providing win-win solutions. Valued by customers and patients for consistent follow-through and caring demeanor. Outstanding conflict resolution and critical thinking skills. Reputation for resolving issues on first contact.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Recipient Rights Advisor
MCLAREN FLINT
Flint, MI
02.2024 - Current
- Received, responded, and coordinated follow-up for patient concerns and patient complaints. Provided engaging education on various patient rights topics to hospital employees.
- Investigated apparent or suspected violation of rights for the Behavioral Health program recipients.
- Conducted announced and unannounced visits to all Behavioral Health service sites once per year.
- Documented deficiencies and acted to monitor remedial action to resolve deficiencies.
- Oversaw the development, organization, and implementation of training on recipient rights for employees, contract employees, volunteers, and other personnel within 30 days of hire.
- Prepared semi-annual and annual Rights reports for the State.
- Ensured training of the Rights Advisory Committee and developed and conducted training in response to identified rights complaint trends.
- Participated in continuing education provided by the State of Michigan LARA division and Recipient Rights Officers’ Association of Michigan.
- (McLaren Flint is a non-profit, 400-bed teaching hospital affiliated with Michigan State University)
Patient Experience Manager • Recipient Rights Advisor
MCLAREN OAKLAND
Pontiac, MI
04.2022 - 02.2024
- Partnered with Administration and other hospital leaders to bring about complaint resolution and service recovery. Received, responded, and coordinated follow-up for patient concerns and patient complaints. Provided engaging education on various customer service topics to hospital employees.
- Trained new employees on superior customer service skills and expectations as they relate to pay-for-performance programs.
- Prepared monthly reports to senior leadership on customer service scores.
- Prepared customer service reports for hospital leadership as requested.
- Investigated apparent or suspected violation of rights for the Behavioral Health program recipients.
- Conducted announced and unannounced visits to all Behavioral Health service sites once per year.
- Documented deficiencies and acted to monitor remedial action to resolve deficiencies.
- (McLaren Oakland is a non-profit, 150-bed teaching hospital affiliated with Michigan State University)
Patient Care Coordinator
DIPLOMAT SPECIALTY PHARMACY
Flint, MI
08.2013 - 05.2018
- Maintained a high level of interaction with Specialty Pharmacy patients and physicians making sure prescriptions were being filled, delivered correctly and taken correctly by performing the following duties:
- Acted as liaison between company, patients, and physicians’ office.
- Responsible for accepting new prescriptions and making sure all necessary information including insurance verification was available to process orders.
- Explained all company programs and services to patients and physician’s office staff.
- Assisted with prior authorizations for specialty medications.
- Communicated with patients as needed based on prescription refills and referred any medication or illness related questions or concerns to a board licensed healthcare professional including but not limited to- nurses, pharmacists, or supervised pharmacy interns.
- Referred under/uninsured patients to appropriate patient assistance programs and helps with applications.
Manager, Customer Service • Recipient Rights • Pastoral Care
MCLAREN FLINT
Flint, MI
02.1999 - 04.2013
- Partnered with the Executive staff and other hospital leaders to bring about complaint resolution and service recovery. Received, responded, and coordinated follow-up for patient concerns and patient complaints. Provided engaging education on various patient relations topics to hospital employees.
- Served as a founding team member and creator of the comprehensive Customer Service curriculum targeted at new hires to the organization.
- Trained new employees on superior customer service skills and expectations as they relate to pay-for-performance programs.
- Created a Patient Belongings form that improved the tracking of patient belongings and decreased reimbursement expenses for the hospital.
- Partnered with Education Department to negotiate a significant cost reduction and savings for sign language and foreign language interpretation services.
- Credited with saving the Corporate Risk Department $1.6M in yearly insurance premiums.
- Participated in the Corporate Services Committee customer service program.
- Investigated apparent or suspected violation of rights for the Behavioral Health program recipients.
- Conducted announced and unannounced visits to all Behavioral Health service sites once per year.
- Documented deficiencies and acted to monitor remedial action to resolve deficiencies.
- Oversaw the development, organization, and implementation of training on recipient rights for employees, contract employees, volunteers, and other personnel within 30 days of hire.
- Ensured training of the Rights Advisory Committee and developed and conducted training in response to identified rights complaint trends.
- (McLaren Flint is a non-profit, 404-bed teaching hospital affiliated with Michigan State University)
Data Specialist
03.2004 - 06.2005
- Reviewed medical record data according to established criteria and abstract clinical data elements from multiple sources. Compiled, analyzed, and evaluated quality and clinical data to identify patterns or trends using statistical processes. Prepared daily, monthly, quarterly and yearly documents or presentations according to a detailed schedule.
- Communicated performance improvement activities to committee chairs in reports or through presentations.
- Assisted with the implementation of new and existing policies, procedures, practices and standards.
Education
Masters of Business Administration -
University of Michigan
Flint, MI05.2003
Bachelor of Science - Medical Technology, Minor in Biology
University of Michigan
Flint, MI05.1998
Skills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
Certification
- Certified Grant Writer May 2018
- Citizen Planner January 2022
Timeline
Recipient Rights Advisor
MCLAREN FLINT
02.2024 - Current
Patient Experience Manager • Recipient Rights Advisor
MCLAREN OAKLAND
04.2022 - 02.2024
Patient Care Coordinator
DIPLOMAT SPECIALTY PHARMACY
08.2013 - 05.2018
Data Specialist
03.2004 - 06.2005
Manager, Customer Service • Recipient Rights • Pastoral Care
MCLAREN FLINT
02.1999 - 04.2013
Bachelor of Science - Medical Technology, Minor in Biology
University of Michigan
Masters of Business Administration -
University of Michigan