Caroline Horrigan
Londonderry,NH
Summary
Diligent Patient Service Representative with solid background in enhancing patient satisfaction and streamlining communication between patients and healthcare providers. Proven track record of implementing patient-centered initiatives that improve overall care experience. Demonstrated ability to effectively manage patient feedback and coordinate with healthcare teams to address concerns promptly.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Service Coordinator II/Clinical Assistant
Massachusetts General Hospital Imaging
05.2023 - Current
- Clinical Practice Support:
- Manages high-volume phone lines professionally and courteously
- Schedules patient office appointments, using the Cadence scheduling system via Epic
- Orders/coordinates/obtains outside medical results and any additional clinical information needed to ensure efficiency and accuracy of evaluations
- Sends out confirmation/reminder letters in advance of appointments and surgeries
- Answers patient/family questions regarding appointments
- Directs all procedural and pre-operative calls to clinical staff as appropriate
- Reviews patient insurance and referrals in Epic when scheduling visits
- Tracks referrals and ensures insurance information is obtained and verified before the appointment
- Provides reassurance to patients and families regarding visit course and follow-up communication contact
- Photocopies and files patient-related paperwork within clinically defined medical records in an accurate and timely manner
- Ensures patient confidentiality; works within HIPAA-compliant procedures
- Cross-covers for other staff members for breaks, lunches, vacations, etc., and during variations in the workflow as needed
- Provides coverage and support to physicians and administrative staff during new outreach clinic start-ups
- Diplomatically handles sensitive and confidential issues among staff; involves department management as necessary
- Communicates both internally and externally to efficiently provide follow-up appointments and referrals to multidisciplinary practices
- Trains and orients new staff to ensure best practices and compliance with internal and MGH policies and procedures
- Works with departmental manager on special projects as directed
- Participates in meetings and process improvement projects
- Epic Media Manager Document Imaging (Scanning) system: Electronically scans outside laboratory reports into the patient chart
- Electronically files scanned reports into correct patient records
- Epic Work queue (Referral management and requests): Process and schedule patient appointments and/or assign requests to another hospital service for appointments promptly
- Patient Gateway system: Use Patient Gateway to communicate with patients and ascertain their need for appointments and prescriptions
- Follow through with appropriate scheduling and communication with the patient
- Microsoft Office applications: as necessary use Outlook, Word, Excel, and PowerPoint to support clinical practice and academic presentations or work
- Coordinated with healthcare team to ensure comprehensive patient care plans.
- Demonstrated adaptability by managing unexpected schedule changes or emergencies, ensuring minimal disruption to other scheduled surgeries.
- Provided exceptional customer service to patients, addressing their concerns promptly while maintaining professionalism at all times.
- Supported successful surgical outcomes by ensuring accurate documentation of patient medical histories, insurance information, and surgical consents.
- Developed strong relationships with referring physicians'' offices to facilitate seamless scheduling of surgeries and enhance overall patient experience.
- Mitigated risk of miscommunication between departments by proactively sharing updates on surgery schedules within the hospital network.
- Expedited registration process for new patients by gathering necessary information prior to their arrival at the hospital or clinic setting.
- Elevated the reputation of the surgical department by consistently delivering high-quality scheduling services, leading to increased referral rates from physicians.
- Contributed to hospital efficiency by managing schedules for multiple operating rooms and surgical teams.
- Maintained a high level of organization in managing appointment calendars for multiple surgeons simultaneously without compromising accuracy or efficiency.
- Assisted in maintaining a safe environment for patients and staff by adhering to infection control protocols during scheduling procedures.
- Continuously updated personal knowledge about surgical procedures, medical terminology, and relevant software systems through professional development opportunities.
- Collaborated with insurance providers to obtain necessary authorizations for scheduled surgeries, minimizing delays or cancellations due to coverage issues.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Educated patients about surgeries and provided treatment plan documentation.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Updated daily operating room calendars with accurate appointment schedules.
- Checked patients in and out and collected payments.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Answered phone calls and messages for 40 interventional radiologist, MD's, NP's and APP's in both an inpatient and out patient Hospital , scheduling appointments, and handling patient, nurse and provider inquiries.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Promoted effective teamwork among colleagues through consistent communication and collaboration on complex cases requiring coordination across multiple departments.
- Reduced patient wait times by effectively coordinating with surgeons, nurses, and support staff.
Care Companion
Boston Children's Hospital
01.2021 - 06.2021
- As a Care Companion, I float around Boston Children's Hospital, and each day, I am assigned to a new child to be one on one
- The tasks that I do day to day range from taking vitals, daily living activities, feeding diaper changes, singing, taking them to their appointments procedures, and more throughout the hospital
- A big part of my day involves distracting patients
- I work with all different types of children of all ages, ranges from infants to kids in their twenties
- These children have a wide variety of medical and mental health conditions ranging from suicide ideation to cancer
- I also work with children from backgrounds of living in foster care, group homes, dysfunctional living situations, and more
- Improved patient comfort by providing compassionate and attentive care to their needs.
- Continuously expanded knowledge of current trends and best practices in the field of caregiving through ongoing education, training, and professional development opportunities.
- Served as an advocate for the patient''s best interests when communicating with healthcare providers or other hospital service providers to ensure all services were being utilized
- Maintained patient confidentiality by adhering to HIPAA regulations and ethical guidelines for professional caregiving practices.
- Developed strong relationships with family members, fostering open communication and collaboration in the patient''s care process.
- Offered emotional support during challenging times, helping patients cope with illness or disability-related stressors more effectively.
- Educated family members on proper caregiving techniques and strategies for managing specific health conditions at home.
- Maintained accurate records of patient information, including vital signs, medical history, and progress notes for seamless care coordination among providers.
- Collaborated with healthcare professionals to develop individualized care plans tailored to each patient''s unique needs and preferences.
- Enhanced patient recovery by assisting with daily living activities, such as bathing, dressing, and meal preparation.
- Facilitated social interactions for isolated patients, promoting mental well-being and reducing feelings of loneliness.
- Established trust with patients and families through consistent communication and empathetic listening.
- Promoted a positive environment within the home setting by engaging in meaningful conversations and recreational activities with the patient.
- Ensured patients'' safety by closely monitoring their health and promptly addressing any concerns or changes in condition.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Transported individuals to events and activities, medical appointments
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Utilized universal precautions and infection control principles in all aspects of care.
- Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
- Developed and implemented care plans for clients.
- Supported families through difficult times by offering emotional support and education on important care tasks.
- Documented vital statistics and coordinated with health care providers.
- Constructed cognitively stimulating activities.
- Researched and recommended community resources to meet clients' needs.
- Delivered top-notch care for children with developmental disabilities, acquired illnesses or injuries.
Barista Trainer
STARBUCKS
07.2018 - 04.2023
- Baristas at Starbucks take orders and make drinks to customer specifications
- Baristas may field customer complaints or questions, as well
- Hold interviews, keep track of managing a team, keep everyone on task, and ensure that the correct protocol is up to company standard with perfect detail
- Baristas at Starbucks also must often clean coffee machines, restaurant areas, restrooms, and preparation areas during a standard shift
- Baristas work to maintain good customer relations and speedy delivery of all beverages and complete assigned tasks from management every day
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Provided ongoing feedback to trainees on their progress, offering constructive criticism when necessary while celebrating achievements regularly.
- Improved barista skills through one-on-one training sessions and practical demonstrations.
- Taught proper procedures and strategies for success to new employees.
- Handled cash and processed payments accurately to avoid errors.
- Trained new employees in groups and in one-on-one scenarios.
- Customized training strategies based on individual barista knowledge, experience, and strengths.
- Boosted company reputation by maintaining a clean, efficient, and inviting café environment.
- Increased employee retention by fostering a positive, supportive work atmosphere.
- Promoted upselling techniques among baristas for increased sales of food items and specialty drinks.
- Managed cash register transactions efficiently while adhering to company policies regarding cash handling procedures.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Enhanced customer satisfaction by providing high-quality espresso and coffee beverages.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Streamlined workflow processes for better customer service and reduced wait times.
- Learned new drinks and procedures first, and instructed all team members on how to properly complete each.
- Contributed to store profitability by monitoring inventory levels, placing orders as needed, and minimizing waste.
- Consistently met or exceeded monthly sales targets through exceptional customer service and proactive selling techniques.
- Developed customized training programs tailored to individual barista needs and skill levels.
- Promoted additional items with beverages, increasing store sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Controlled line and crowd with quick, efficient service.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Maintained regular and consistent attendance and punctuality.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Cleaned counters, machines, utensils, and seating areas daily.
- Provided coaching and mentoring to employees.
- Developed job-specific competencies and performance standards.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Trained and mentored all new personnel hired to fulfill various roles.
- Analyzed and evaluated training effectiveness and program outcomes.
- Built and maintained professional relationships with vendors and suppliers.
- Developed and implemented successful onboarding program.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Designed and delivered web-based, self-directed learning materials.
Nanny
PRIVATE FAMILIES
01.2011 - 01.2024
- Job duties include; taking care of multiple children at a time, feeding children, bathing children, keeping children entertained and safe, and driving them to and from activities
- Putting children to bed, cooking, laundry, doing dishes, providing love and kindness
- Assisted with light housekeeping duties as well as running errands.
- Prepared meals and snacks for children based on dietary guidelines.
- Developed strong communication with parents to provide updates on children''s progress, needs, and achievements.
- Supported children in play activities, meals, and snacks, hygiene and socialization.
- Collaborated closely with parents in establishing boundaries/rules within the household which helped maintain consistency across all environments.
- Maintained a clean and organized home environment conducive to optimal child development through regular tidying duties.
- Provided nutritious meals and snacks according to dietary restrictions or preferences, ensuring balanced nutrition for growing bodies.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Enhanced children''s emotional well-being by providing attentive care and nurturing relationships.
- Handled challenging behavioral issues using appropriate discipline strategies and proactive communication with parents.
- Ensured children''s safety and comfort by consistently monitoring their environment and addressing potential hazards.
- Played games, worked on puzzles, and read books to young children.
- Built positive and nurturing environments to support child social and emotional growth.
- Encouraged physical activity with outdoor play, sports, and fitness games for improved health and motor skills development.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Managed children''s schedules effectively to ensure timely completion of homework, extracurricular activities, and daily routines.
- Engaged with children on age-appropriate level.
- Promoted intellectual development through reading, storytelling, and engaging educational activities.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Supported character-building qualities such as responsibility, respect, empathy, and self-discipline through consistent modeling of behavior expectations.
- Administered basic first-aid and medication in emergency situations.
- Fostered creativity through art projects, music appreciation, and imaginative play designed to stimulate young minds.
- Implemented creative learning strategies tailored to each child''s interests and abilities for enhanced cognitive growth.
- Developed and implemented behavior management strategies to minimize indiscipline and guide children in attaining positive behavior.
- Assisted in the development of social skills by arranging playdates with peers in a supervised setting.
- Coordinated transportation arrangements for school pick-ups/drop-offs or appointments while prioritizing safety precautions during transit.
- Transported children to and from school, medical appointments, and extra-curricular activities.
- Transported children to and from activities using personal or family vehicle.
- Taught children basic life skills, manners and personal hygiene.
- Monitored children's play activities to verify safety.
- Developed games and activities using arts and crafts to support learning and verbal skills.
- Provided developmentally appropriate activities for children.
- Helped children complete homework assignments and school projects.
- Encouraged children to be understanding and patient with others.
- Supervised children engaged in physical activity, learning and social skills with peers.
- Organized activities that enhanced children's physical, emotional, and social well-being.
- Supervised children on playground to help develop physical and social skills.
- Coordinated playdates and outings to meet children's physical and social needs.
- Regularly traveled with family to help with vacation activities and childcare.
- Identified warning signs of emotional and developmental problems in children.
Education
Some College (No Degree) - Nursing
North Shore Community College
Danvers, MACERTIFICATE -
BOSTON COLLEGE
Boston, MA01.2019
High school Diploma -
Windham High School
New Hampshire01.2015
Skills
- Telephone communication
- Accurate recordkeeping
- Procedure and Appointment scheduling
- Patient care coordination
- Patients' vital signs
- Medical terminology
- Clinical support
- Adaptability in healthcare settings
- Procedure preparations
- Verbal and written communication
- Patient advocacy
- Proficiency in Epic
Certification
- CPR Certification
- First Aid Certification
Links
https://my.indeed.com/p/carolineh-7pzwvb
Assessments
- Customer focus & orientation — Proficient
- January2022
- Responding to customer situations with sensitivity
- Full results: Proficient
- Home health aide skills — Proficient
- March2021
- Providing care to patients in a home setting
- Administrative assistant/receptionist — Proficient
- September2022
- Using basic scheduling and organizational skills in an office setting
- Medical receptionist skills — Proficient
- Managing physician schedules and maintaining accurate patient records
- Work style: Reliability — Proficient
- September2021
- Tendency to be reliable, dependable, and act with integrity at work
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Patient Service Coordinator II/Clinical Assistant
Massachusetts General Hospital Imaging
05.2023 - Current
Care Companion
Boston Children's Hospital
01.2021 - 06.2021
Barista Trainer
STARBUCKS
07.2018 - 04.2023
Nanny
PRIVATE FAMILIES
01.2011 - 01.2024
Some College (No Degree) - Nursing
North Shore Community College
- CPR Certification
- First Aid Certification
CERTIFICATE -
BOSTON COLLEGE
High school Diploma -
Windham High School
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