Annette Howard-Bayne
Rosharon,Texas
Summary
Knowledgeable Patient Experience Specialist with strong background in patient advocacy and communication. Proven track record of effectively resolving patient concerns and facilitating seamless interactions between patients and healthcare providers. Demonstrated ability to utilize empathy and problem-solving skills to enhance patient satisfaction and care coordination.
Overview
34
34
years of professional experience
Work History
Senior Patient Liaison
Harris Health Systems
06.2022 - 12.2023
- Promotes compliance of General Assistance, Complaints and Grievance process to obtain resolution and maximize patient and customer satisfaction system wide
- Managed sensitive patient information with strict adherence to HIPAA guidelines, ensuring confidentiality at all times.
- Acts as a liaison between the patients/customers and the Harris Health System Departments, units and staff
- Trend, tracks and aggregate qualitative and quantitative data by analyzing the data and identifies solutions
- Maintains a high level of decision-making and exercises discretion for identifying performance improvement and service recovery opportunities
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams. Mentor Patient Liaison 1 staff.
- Collaborates with directors/managers of services areas for innovation input, review and approval
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions in a professional manner. Being proactive by making regular round in service areas.
- Works collaboratively with colleagues to deliver patient/customer services that meet or exceed patient expectations as evidenced by patient satisfaction
- Sustained strong working relationships with various hospital departments, allowing for more efficient patient referrals and interdisciplinary collaboration.
- Served as a primary point of contact for patients, addressing inquiries about medical services, insurance coverage, and appointment scheduling efficiently.
- Promoted patient advocacy by identifying barriers to care access and recommending appropriate resources or interventions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff by facilitating communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Facilitated communication between patients and various departments and staff.
Timekeeper/Operative Services
Harris Health Systems
05.2021 - 06.2022
- Verified timekeeping records and handled any discrepancies with employees.
- Checked accrued hours against listed hours for leave time.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Maintained detailed records of employee attendance, including sick days, vacation time, and overtime hours.
- Facilitated smooth transitions during staffing changes by promptly updating schedules and communicating adjustments to relevant parties.
- Researched and resolved time discrepancies.
- Ensured compliance with labor laws and company policies by monitoring hours worked and flagging potential violations for resolution.
- Provided essential support during audits by maintaining thorough documentation of timekeeping procedures and records.
- Reduced payroll errors by meticulously reviewing timesheets and resolving discrepancies before final submission.
- Processed payrolls on regular basis for more than 365 employees nationally.
- Upheld the highest standards of confidentiality when handling sensitive employee information, earning a reputation for trustworthiness and professionalism.
- Served as a trusted resource for employees seeking clarification on pay-related matters, fostering positive relationships among staff members.
- Collaborated with managers to establish work schedules, ensuring optimal coverage for all shifts.
- Maintained confidentiality of employee records and payroll information.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Processed manual checks for employees in accordance with company policies.
Patient Support Referral Associate/Vascular Laboratory
Harris Health Systems
08.1989 - 05.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Passionate about learning and committed to continual improvement.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Master of Arts - Social Work
The University of Texas At Arlington
Arlington, TX08-2019
Bachelor of Science - Social Work
University of Houston, Downtown
Houston, TX05-2018
Skills
- Microsoft Word
- Team leadership
- Phone and email etiquette
- Relationship building
- Verbal and written communication
- Microsoft Excel
- Microsoft PowerPoint
- Data entry proficiency
- Healthcare
- Customer service
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
- Appointment scheduling
- Assertiveness
Honors Activities Volunteerism
- Houston Food Bank Volunteer, 02/01/18
- Phi Alpha Social Work Honor Society, Member, 12/01/18 - Present
- National Society of Leadership and Success, Member, 08/01/17 - 12/01/17
- Ronald McDonald House, Volunteer, 03/01/17
- Dean’s List Honor, Recipient, 03/01/17
- Nabor House, Volunteer, 12/01/16
- The Beacon, Volunteer, 04/01/15
- Social Work Student Community Advocacy Network, Member, 11/01/16 - 04/01/17
Timeline
Senior Patient Liaison
Harris Health Systems
06.2022 - 12.2023
Timekeeper/Operative Services
Harris Health Systems
05.2021 - 06.2022
Patient Support Referral Associate/Vascular Laboratory
Harris Health Systems
08.1989 - 05.2021
Master of Arts - Social Work
The University of Texas At Arlington
Bachelor of Science - Social Work
University of Houston, Downtown
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