Dana Mayo
Richmond,VA
Summary
Accomplished and creative program coordinator and professional offering experience implementing new and innovative programs, as well as handling administrative, operational and outreach program functions. Highly skilled at building lasting relationships with communities, customers and business executives. Expert in resource discovery and management.
Overview
21
21
years of professional experience
Work History
Program Coordinator
Virginia Commonwealth University Medical Center
01.2020 - Current
- Organizes and coordinate quarterly department meetings and team building activities for department of 50
- Coordinates Safety Star luncheons with VCU Health System senior leadership with various attendance of 20 – 75
- Coordinates Safety Star program, identifying and recognizing team members who prevent harm from reaching patients and team members. Creates Health System Management Group Safety Star highlights. Currently working on developing and implementing Safety Star wall and recognition materials to be used at main campus and satellite offices
- Schedules weekly Safety Topics, works with leaders and physicians to generate topics, edit topics and monitor dissemination to all team members
- Creates and edit Patient Safety and Quality Newsletter disseminated to various Health System services, clinics and physicians
- Leads yearly National Patient Safety Week and National Healthcare Quality Week for Health System’s 10,000 employees. Create marketing materials, work with Enterprise Communication, book speakers and develop and implement activities.
- Introduced teletracking to research and clinical teams to increase awareness of patient’s research and in-house statuses during COVID-19, preventing potential medication and medication discharge reconciliation errors. Teletracking use featured in national healthcare IT magazine
- Revamped Safety Event Oversight Council presentations to reduce lag time and technology issues
- Coordinates with Patient Safety Officers to ensure participation of executive leadership and clinical staff in analysis and resolution of serious safety events
- Tapped as engagement champion, responsible for team communication, activities and morale building and human resource champion, ensuring team is aware and responsive to human resource initiatives
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively
Patient Access Representative Senior
Virginia Commonwealth University Medical Center
01.2013 - 01.2020
- Led team of ten front desk staff members for primary and multi-specialty pediatric outpatient clinics servicing over 200 patients daily
- Ensured team executed daily duties, including patient registration, collection of demographic, insurance and benefit information, as well as co-payments to sustain mission of VCU Health System
- Managed day-to-day clinic operations including internal and external communications, time and attendance, performance reports, clinic metrics, physician schedules and patient flow
- Reduced volume of incoming clinic calls resulting in a 96% reduction of messages for front desk and clinical staff
- Also standardized names of message pools creating uniformity and decreasing by 80% correspondence going to incorrect pools
- Prepared weekly communications informing team members of policy, procedure and updates on registration and clinical changes eliminating front desk errors by 75% and increasing Performance Improvement Reports by 90%
- Team member average monthly PI score 94
- Coordinated efforts to improve STAR Service Patient Experience Program; raising Clinician and Group Hospital Assessment of Health Care Providers and Systems Press Ganey survey scores mandated by Center for Medicare and Medicaid Services by 40% in six months
- Collaborated with Virginia Treatment Center for Children team to temporarily discharge inpatients for outpatient visits reducing disruption of patients not being seen, not charted or bill to 0% creating a better patient experience and allowing hospital to receive payment
- Created workshop for front desk team members to understand Joint Commission and team’s role in safety performance
Membership Services Director
Science Museum of Virginia Foundation
01.2010 - 01.2012
- Implemented new membership recruitment plan increased membership totals by 90% in two years
- Achieved sales goals. Increased membership sales by $200,000. Exceeded sales budget by $80,000
- Organized promotional events and interacted with community to increase sales volume
- Built relationships with customers and community to establish long-term business growth
- Handled management of membership database, membership billing and dues, communication strategies and budget
Program Development Assistant
Arthritis Foundation of Virginia
01.2008 - 01.2010
- Championed only arthritis fundraising effort in Tri-Cities area in collaboration with community leaders, physicians and rehabilitation centers raising $55,000
- Planned and executed outreach for special programs including seminar speakers and clinic tours; utilized key contacts to drive targeted physician solicitation and recruitment for Foundation
- Recruited 20 new volunteers
- Collaborated with mid to senior level management, internal and external stakeholders on annual fundraising initiatives
- Monitored project activities, produced reports, advised staff of proactive resolutions to any issues regarding signature fundraiser Arthritis Walk
- Managed Foundation’s website and newsletter
- Created Facebook and Twitter accounts, along with Foundation’s first e-newsletter and e-mail communications
- Initiated soliciting donations electronically
Communication Liaison
Capital One
01.2003 - 01.2007
- Served as liaison between operations and IT in defining, prioritizing and resolving system issues
- Trained staff members on department policies, procedures and industry regulation, compliance and standards
- Maintained online help system to assist team members with job aids and training materials
Education
Master of Business Administration - undefined
Virginia Commonwealth University
Richmond, VA2020
Bachelor of Art - Communication
Hampton University
Hampton, VA1991
Skills
- Proactive mindset
- Vendor management
- Process improvements
- Persuasive communication style
- Project coordination
- Customer service experience
- Effective leader
- Administration knowledge
- Generating schedules
- Proficient in Microsoft Office and Canva
Affiliations
Alpha Kappa Alpha Sorority, Incorporated® Omega Rho Omega Chapter
Timeline
Program Coordinator
Virginia Commonwealth University Medical Center
01.2020 - Current
Patient Access Representative Senior
Virginia Commonwealth University Medical Center
01.2013 - 01.2020
Membership Services Director
Science Museum of Virginia Foundation
01.2010 - 01.2012
Program Development Assistant
Arthritis Foundation of Virginia
01.2008 - 01.2010
Communication Liaison
Capital One
01.2003 - 01.2007
Master of Business Administration - undefined
Virginia Commonwealth University
Bachelor of Art - Communication
Hampton University
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