Olga Trejo
Katy,TX
Summary
Healthcare administrative leader with expansive knowledge hospital operations and operational process of healthcare systems. Demonstrates meticulous attention to detail and personable approach, driving significant improvements in patient experience and operational effectiveness. A motivational leader who possesses an innate ability to motivate staff to maximize their professional growth and development and consistently achieve performance-based milestones in high pressure environments. Recognized for exemplary customer service and team collaboration.
Overview
21
21
years of professional experience
Work History
Off-Shift Administrator
M.D. Anderson Cancer Center
2007.09 - Current
- Created and implemented Off-Shift Administration Departmental Manual.
- Created the COVID-19 SETRAC Reporting Manual.
- Prepare and manage staff work schedules and team member shift assignments.
- Oversee on-boarding process and monitor training orientation schedule and progress.
- Ensure policies and procedures are monitored and updated in accordance with regulatory requirements, best practice, and emerging patient care initiatives, to include but not limited to (LifeGift, Mortality, ICOR audit standardization).
- Serve as back up for the Associate Director, Off Shift Administrator, as needed (Vacation/PTO/FMLA)
- Alternate to the Director, Admission to provide accurate Hospital Occupancy Reports at key institutional meetings such as, the Tiered Readiness Briefing and Incident Command.
- Developed LifeGift In-Services and auditing mechanisms to ensure Hospital Compliance which was a major success when CMS audited MDA’s Organ Procurement Agency Process.
- Collaborated with Associate Director, Off-Shift Administrator, to develop the OSA database which is used to identify areas of institutional concern and increase operational efficiency.
- ● Member of the of the 2STOP workplace violence prevention committee to assess threats and determine appropriate behavioral interventions.
- ● Monitored inventory levels of office supplies and placed new orders to keep supplies well-stocked.
- ● Use strong issue resolution and communication skills to cultivate and strengthen lasting relationships.
- ● Improved employee productivity with effective time management strategies for daily tasks.
- ● Troubleshoot employee concerns and recommend corrective actions to resolve issues.
- ● Conduct regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
Patient Advocate
M.D. Anderson Cancer Center
2006.01 - 2007.10
- Created best practices for customer service provided by the reception desk at the Breast Center by designing a Quality Control Assessment, which increased patient satisfaction by 40% (Top Box) within a 4-month period.
- Streamlined data capture workflow by revising and redesigning codes for complaints and grievances. As a result, efficiency was increased, and errors were reduced by 50%.
- Participated with the new hire training and the coverage rotation schedule leading to a 10% decrease in errors regarding clinical coverage.
- Assisted with financial/business operations and implemented and tracked systems to reduce deficiencies by analyzing trends and process improvement that resulted in higher patient satisfaction.
- Created a committee at the Breast Center that reduced patient clinic wait times and, as a result, reduced patient complaints by 30%.
- Led a departmental initiative that established a morale committee to plan events and recognize outstanding employees improving employee morale of the department.
Patient Access Specialist
M.D. Anderson Cancer Center
2004.09 - 2006.01
- Served as point of contact for the Thoracic and Orthopedic Business Center.
- Administration, coordination, and authorization process with the hospital and Thoracic and Orthopedic Business Center.
- Collaborated with leadership to improve Thoracic and Orthopedic Business Center operations using new processes, forms, and logistics for the Center to improve the quality of service and care.
- Served as a liaison for new international families, including the search for financial assistance.
- Coordinated the process for verifying benefits, obtaining referrals and authorizations, providing treatment estimates, collecting deposits and payments, established payment plans, and assisted with application for financial assistance.
- In collaboration with leadership, developed process flows for proper authorization of services for Thoracic patients, pre-FCC era.
- Implemented efficient authorization process flow proper for complex chemotherapy services to comply with major insurance requirements.
- Created and implemented standard operating procedures to increase customer service and use of best practices for all employees in the department.
- Developed logistics in per-certification/authorization of medical procedures, verifications of coverage and insurance contact negotiation exercising knowledge of medical terminology, ICD-9 and CPT codes.
Billing Analyst/Contract Analyst
Reliant Enegy
2003.01 - 2004.08
- Appointed by Vice President of Operations to a four-person team that developed audit procedures on Siebel.
- Trained four (4) additional team members and audited 500 contacts with over 4,000-line items in less than four months.
- Created policies, procedures and user-friendly manuals that provided billing department ability to identify over $5M in unbilled usage.
- Appointed by Director of Billing to work on Product Development Team in acquiring process requirements and testing products developed within Lodestar.
- Promoted from Billing Analyst to Contract Analyst in less than 6 months.
- Managed pipeline of workflow queues, schedules, prioritization of work, and allocation of resources.
- Maintained productive relationships with key stakeholders, including Sales, Billing, Client Experience, Key Client Services, Client Advocacy, Legal, Account Receivable Management, Information Technology, Regulatory, Continuous Process Improvement and Compliance.
- Troubleshooted and resolved contact and enrollment related issues by marshaling applicable resources to develop and implement solutions.
- Developed team members through identifying areas of opportunity, creating training plans/goals, and managing performance outcomes.
- Provided strategic and tactical input to cross-functional project groups involving technology, systems, business process, and change management issues/opportunities.
- Coordinated management reporting (recurring and ad hoc), including key performances indicators, metrics, budget variances, regulatory and compliance reports.
- Responsible for the hiring, training, development, and evaluation of professional staff. Facilitated coordination with Human Resources personnel activities, including, but not limited to, development of position descriptions, orientation and training of new staff and employee relations. Supervised 10 support staff.
Education
Master of Science - Heath Administration
Houston Baptist University
Houston, TX12.2004
Bachelor of Arts - Accounting
University of Houston
Houston, TX05.2000
Skills
- Operations Management
- New Hire Onboarding
- Quality Assurance/Compliance
- Process Improvement
- Contract/Negotiations
- Human Resource Management
Languages
Spanish
Native or Bilingual
Timeline
Off-Shift Administrator
M.D. Anderson Cancer Center
2007.09 - Current
Patient Advocate
M.D. Anderson Cancer Center
2006.01 - 2007.10
Patient Access Specialist
M.D. Anderson Cancer Center
2004.09 - 2006.01
Billing Analyst/Contract Analyst
Reliant Enegy
2003.01 - 2004.08
Master of Science - Heath Administration
Houston Baptist University
Bachelor of Arts - Accounting
University of Houston
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