Christina Millan
New York,NY
Summary
I am a dedicated Training and Quality Assurance Associate at New York Presbyterian with a strong passion for growth and learning within the healthcare industry. I am proficient in EPIC Systems and project management. I excel in developing training curricula, improving customer service through quality assurance, and using data analysis for process improvement.
Overview
7
7
years of professional experience
Work History
Training and Quality Assurance Associate
New York Presbyterian
01.2023 - Current
- Develop a training curriculum and content for new hires in the NYP call center.
- Organize development opportunities to help agents build and enhance their skills.
- Conduct randomized quality assurance for contact center agents to improve processes and customer service.
- Coaching of management and agents based on data insights from monthly call center issue log and Quality Assurance.
- Trained call center new hires
- Assisted in developing and implementing new workflows within EPIC for the call center agents with various trainings for specialties prior to go-live.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Tracked project documents during every phase of development.
Clinical Research Coordinator
Memorial Sloan Kettering
02.2022 - 12.2022
- Followed clinical research protocols and conducted study visits in compliance with ICH/GCP and FDA regulations.
- Screened patient records, databases, and physician referrals to identify prospective candidates for research studies.
- Gathered, processed, and shipped lab specimens.
- Enhanced patient safety by meticulously monitoring and documenting adverse events during clinical trials.
- Collaborated with clinical staff and other healthcare professionals to support clinical trial data accuracy.
- Coordinated and monitored clinical trial activities to support timely and accurate completion of studies.
Office Coordinator
Memorial Sloan Kettering
03.2020 - 02.2022
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to clinical staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Tracked records, filed documents, and maintained communication between clients to manage office activities.
- Updated the doctor's calendar in Microsoft Outlook with upcoming meetings, vacations, and scheduled patient procedures.
- Update and maintain the Electronic Medical Health Records (EMR)
- Scheduled patients within EPIC
- Ensure patients are assisted in a timely and courteous manner by functioning as the primary contact for the practice.
- Responsible for managing care coordinators as they schedule the patients' doctor's visits based on providers' orders.
Care Coordinator II
Memorial Sloan Kettering
09.2018 - 03.2020
- Manages clinic flow for Chemo unit, medical oncology, surgery, and survivorship.
- Greets patients and escorts them to the exam room while adhering to patient identification and confidentiality policies.
- Contact other medical institutions to obtain medical information before, during, and post clinic.
- Provides support as directed (Calling for transportation, same-day scans and consultations)
- Scheduling/template maintenance for physicians
- review disposition sheet, visit sheet, and bills for completion, legibility, and provider signature.
- Recipient of the MSKCC Service Award for outstanding customer focus and teamwork. Recipient.
Care Coordinator
Memorial Sloan Kettering
09.2017 - 09.2018
- Serve as a liaison between the patient, family, and clinical team during office visits.
- Schedule and coordinate all appropriate tests, procedures, treatments, and consultations per physician's orders.
- Welcome and check-in patients, and provide them with necessary information for their visit with the provider.
Education
Master of Science - Healthcare Administration
Monroe College
The Bronx, NY08.2022
Bachelor of Science - Public Health
Monroe College
The Bronx, NY08.2017
Associate of Applied Science - Medical Assistant
Monroe College
The Bronx, NY08.2015
Skills
- EPIC Systems
- Project Management
- Customer Service
- Microsoft Office
- Data Entry
- Quality Assurance
- Data Analysis
- Training and Development
- Salesforce
- Process Impovement
Timeline
Training and Quality Assurance Associate
New York Presbyterian
01.2023 - Current
Clinical Research Coordinator
Memorial Sloan Kettering
02.2022 - 12.2022
Office Coordinator
Memorial Sloan Kettering
03.2020 - 02.2022
Care Coordinator II
Memorial Sloan Kettering
09.2018 - 03.2020
Care Coordinator
Memorial Sloan Kettering
09.2017 - 09.2018
Master of Science - Healthcare Administration
Monroe College
Bachelor of Science - Public Health
Monroe College
Associate of Applied Science - Medical Assistant
Monroe College
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