Brandi Williams
Bradenton,FL
Summary
Seasoned healthcare professional with a proven track record in enhancing patient engagement and operational efficiency at MCR Health. Demonstrated expertise in EMR systems and strategic leadership, leading to successful process improvements that elevated service quality. Strong verbal communication skills complement a commitment to excellence, resulting in significant advancements in patient care and team development. Career aspirations include further optimizing healthcare delivery through innovative solutions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Patient Engagement Center Interim Manager
MCR Health
Bradenton, FL
05.2022 - Current
- Delivered friendly, courteous, and professional customer service to enhance patient engagement.
- Scheduled appointments ensuring Quality Measures compliance.
- Operated Enli, NextGen, Five9, and Ringcentral applications.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Streamlined communication channels, improving information flow and decision-making speed.
- Developed and implemented strategic plans to achieve company objectives.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Delegated work to staff, setting priorities and goals.
- Evaluated team members' competencies and delegated tasks for peak performance.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Enforced customer service standards and resolved customer problems to uphold quality service..
- Led a team of 22 employees, ensuring high productivity and excellent customer service.
- Implemented quality control measures to uphold company standards.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
Lead Patient Engagement Specialist
MCR Health Services
Bradenton, FL
09.2020 - 05.2022
- Guided development of better patient interaction approaches.
- Encouraged healthcare professionals across multiple disciplines to collaborate when providing care services.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Developed and implemented patient engagement initiatives to increase customer satisfaction.
- Evaluated existing patient engagement initiatives and identified areas for improvement.
- Documented patient counters in hospital system and initiated follow-up actions.
- Assisted in developing educational materials for patients regarding their health conditions.
- Explained policies, procedures and services to patients.
- Identified opportunities for improving communication between healthcare organizations and their patients.
- Facilitated training sessions for staff on best practices for engaging with patients.
- Responded promptly to inquiries from patients regarding their care options or other matters.
Unit Secretary and PCA For Burn and Plastic Surgery Unit 2N/2S
Blake Medical Center
Bradenton, FL
06.2017 - 01.2018
- Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease
- Evaluated patient care needs, prioritized treatment, and maintained patient flow
- Took and recorded patients' temperature, pulse and blood pressure
- Assisted patients with bathing, dressing, hygiene and grooming
Shift Supervisor
Palm Shores Behavioral Health Center
Bradenton, FL
11.2014 - 01.2017
- Engaged patients with games, crafts, cooking, music, reading and other activities
- Transported patients to and from different departments
- Ensured safety and well-being of patients
- Monitored fluid intake and output levels
- Take's and recorded patients' temperature, pulse and blood pressure
- Managed a team of medical support personnel and handles schedules of Techs while demonstrated ability to lead and supervise and motivate outstanding healthcare teams
Direct Staff Support
United Cerebral Palsy of Bradenton Sarasota
09.2012 - 06.2015
- Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease
- Provided behavioral/emotional support and supervision for those with dementia and Alzheimer's
- Assisted patients with daily functions
- Monitored fluid intake and output levels
- Ensured safety and well-being of patients
- Transported patients to and from different departments
- Completed all daily living tasks to enhance the quality of life of elderly patients
Resident Aide
Med Tech
Bradenton, FL
12.2011 - 02.2012
- Experience with various medical conditions including Parkinson's, Dementia, Diabetes, Cancer, Alzheimer's and Paget's disease
- Provided behavioral/emotional support and supervision for those with dementia and Alzheimer's
- Followed infection control procedures
- Took and recorded patients' temperature, pulse and blood pressure
- Assisted patients with daily functions
- Ensured safety and well-being of patients
- Monitored fluid intake and output levels
- Assisted patients with bathing, dressing, hygiene and grooming
- Completed all daily living tasks to enhance the quality of life of elderly patients
- Engaged patients with games, crafts, cooking, music, reading and other activities
HHA/CNA
Private Duty Case in Home
Bradenton, FL
02.2007 - 01.2011
- Evaluated patient care needs, prioritized treatment, and maintained patient flow
- Provided behavioral/emotional support and supervision for those with dementia and Alzheimer's
- Managed care for post-operative patients through discharge
- Assisted patients with daily functions
- Monitored fluid intake and output levels
- Followed infection control procedures
- Completed all daily living tasks to enhance the quality of life of elderly patients
- Helped patients with bathing, dressing, feeding, lifting and transferring
Education
Some College (No Degree) - Healthcare Administration
Herzing University
Brandon, FLSkills
- Certified Nursing Assistant
- Emergency Medical Response
- ECG Analysis Skills
- Certified Phlebotomist
- Appointment Coordination
- Skill Development Training
- Excel Spreadsheet Management
- Effective Organization
- Detail-Oriented Data Input
- Document Formatting Skills
- Microsoft Outlook Proficiency
- Healthcare Administration Experience
- Team Development
- Service Excellence
- Management Oversight Experience
- Healthcare EMR Proficiency
- Customer Service Coordination
- Skill Enhancement Programs
- Strategic Leadership
- Digital Literacy
- Expertise in PowerPoint Design
- Collaborating With Individuals With Disabilities
- Writing skills
- Employment Law Knowledge
- Employee Relations Expertise
- Operational Shift Management
- Payroll Processing
- Strong Verbal Skills
Certification
- Certified Nursing Assistant (CNA), 06/01/15, 05/31/20
- Phlebotomist, 12/01/15, Present
- Drivers License
- Home Health Aide
- CPR Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Patient Engagement Center Interim Manager
MCR Health
05.2022 - Current
Lead Patient Engagement Specialist
MCR Health Services
09.2020 - 05.2022
Unit Secretary and PCA For Burn and Plastic Surgery Unit 2N/2S
Blake Medical Center
06.2017 - 01.2018
Shift Supervisor
Palm Shores Behavioral Health Center
11.2014 - 01.2017
Direct Staff Support
United Cerebral Palsy of Bradenton Sarasota
09.2012 - 06.2015
Resident Aide
Med Tech
12.2011 - 02.2012
HHA/CNA
Private Duty Case in Home
02.2007 - 01.2011
- Certified Nursing Assistant (CNA), 06/01/15, 05/31/20
- Phlebotomist, 12/01/15, Present
- Drivers License
- Home Health Aide
- CPR Certification
Some College (No Degree) - Healthcare Administration
Herzing University