Ashley Santos
Rome
Summary
Dynamic Multi-Site Manager at WellNow Urgent Care, recognized for enhancing employee engagement and optimizing operations, resulting in significant cost reductions. Proven ability in safety management and staff development, fostering a collaborative environment that improved site performance metrics and reduced workplace accidents. Exceptional communicator dedicated to quality patient care.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Multi-Site Manager
WellNow Urgent Care
11.2023 - Current
- Reduced costs by optimizing staffing levels, implementing cost-effective measures, and minimizing waste at each location.
- Monitored site performance metrics closely, identifying areas for improvement and taking corrective actions as needed.
- Facilitated knowledge sharing among team members across different locations through regular meetings, workshops, and training sessions.
- Championed safety initiatives and protocols across all sites, leading to a significant decrease in workplace accidents and injuries.
- Conducted regular audits to ensure compliance with regulations, safety standards, and company policies at each location.
- Enhanced employee morale through the implementation of recognition programs, training opportunities, and open lines of communication.
Clinic Lead
WellNow Urgent Care
05.2023 - 11.2023
- 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.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Patient Care Technician
WellNow Urgent Care
04.2023 - 05.2023
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
Claims Processor
Metlife
10.2022 - 04.2023
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
- Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
- Maintained strict confidentiality when dealing with sensitive information about patients'' medical histories or personal details.
Surgical Coordinator
Griffiss Surgery Center
09.2019 - 04.2022
- Efficiently managed high volume caseloads while maintaining meticulous attention to detail in scheduling logistics and documentation.
- Maintained strict adherence to HIPAA regulations, protecting the privacy of patient information at all times.
- Improved patient experience by efficiently coordinating pre-operative preparations and post-operative follow-up care.
- Served as a liaison between patients, families, clinicians, and hospital staff throughout the entire surgical process.
- Conducted thorough chart reviews prior to surgery, identifying potential issues or discrepancies requiring resolution before proceeding with procedures.
Patient Access Representative
Rome Memorial Hospital
01.2015 - 04.2019
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
Medical Assistant
Rome Memorial Hospital
01.2015 - 04.2019
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Education
High School Diploma -
Rome Free Academy
Rome, NY06.2007
Skills
- Safety management
- Operations management
- Productivity improvement
- Staff development
- Workforce planning
- Employee engagement
- Exceptional oral and written communication skills
- Adaptable
Accomplishments
- Achieved multiple bonuses earned through metric management for multiple sites.
- Primary urgent care site recognized as one of the Top 10 sites in the company for Net Promoter Scores, as well as Patient Satisfaction Surveys
- Have been nominated by upper management, and participated in small working groups to develop and enhance new and current Standard Operations Procedures as well as training modules.
Certification
AED, BLS and CPR Certified
Timeline
Multi-Site Manager
WellNow Urgent Care
11.2023 - Current
Clinic Lead
WellNow Urgent Care
05.2023 - 11.2023
Patient Care Technician
WellNow Urgent Care
04.2023 - 05.2023
Claims Processor
Metlife
10.2022 - 04.2023
Surgical Coordinator
Griffiss Surgery Center
09.2019 - 04.2022
Patient Access Representative
Rome Memorial Hospital
01.2015 - 04.2019
Medical Assistant
Rome Memorial Hospital
01.2015 - 04.2019
High School Diploma -
Rome Free Academy
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