Diana Alvarez

• Collaborate with department leaders to communicate with patients/others to resolve complaints and grievances to maintain IDPH and CMS patient rights
• Promote positive customer relations by attentive listening, empathetic responses in a courteous and professional manner
• Provide accurate well written closure letters utilizing CMS standards inclusions to complete the event process
• Assess, investigate and problem-solve non-clinical complaints and patient concerns
• Consult with Risk Management, Quality or Administration for RCA and complaint and grievance outcomes and closures
• Participate in patient rounding for proactive response to potential complaints and offers service recovery as appropriate
• Deal discreetly with large amounts of sensitive, confidential information concerning patient health issues, professional conduct and performance of departmental staff, ensuring compliance with all HIPAA regulations
• Coordinated special events or activities for patients aimed at enhancing their overall hospital stay experience.
• Provided personalized assistance to patients during admission, discharge, and follow-up processes for a seamless transition between care settings.
• Collaborated with marketing teams to develop patient testimonials, promoting the organization''s commitment to exceptional care experiences.
• Collaborated with interdisciplinary teams to identify areas for improvement in the patient experience process.
• Maintained confidentiality while managing sensitive information about patients'' medical history, treatment plans, and personal circumstances.
• Analyzed trends in patient feedback data to identify opportunities for continuous improvement within the organization''s care delivery model.
• Served as an advocate for the needs of diverse populations within the hospital setting by collaborating with cultural competency committees.
• Fostered a culture of empathy among staff members by sharing best practices from successful interactions with patients.
• Improved patient satisfaction by addressing concerns promptly and efficiently.
• Compiled and maintained patient medical records to keep information complete and up-to-date.
• Resolved customer complaints using established follow-up procedures.
• Organized patient records and database to facilitate information storage and retrieval.

• Developed and implemented HEIT breast cancer outreach program (published in Epic)
• Address health disparities by identifying and addressing SDOH and providing resources
• Involved in successful pilot of HCAPS patient experience survey program
• Co-chair of Language Access initiative
• Successfully developed community partnerships and coordinated community outreach events
• Assist individuals with navigating the health and social care system

· Provide customers with the highest level of customer service in a timely manner

· Assist with execution of new contracts for South America/Mexico & India Trader(s)

· Act as a liaison between Sales and Logistics to ensure each contract is fully executed from purchasing to delivery of goods in accordance with customer requirements

· Maintain trade compliance documentation for all customers in assigned region

· Provide export/import related documentation to customers

· Translate QA and Compliance documents English to Spanish or Spanish to English as needed

· Acted as liaison between U.S, Mexico and Latin America customers, vendors, forwarders and product

· managers

· Evaluated export documentation process, then recommended and implemented process improvement changes that allowed the US to Mexico volume to triple without adding headcount

· Translated and resolved all customer related issues via phone and email both in Spanish and English

· Provided applicable export documentation needed for each country of destination

· Communicated latest modifications in export procedures and guidelines to the Commercial Department

· Prepared commercial documents that conform to the laws of US Customs as well as to the applicable law within each destination country

· Verified information and checked both outbound and inbound documentation for accuracy (shortages, overages and damages)

· Reviewed compliance risks and implemented risk management measures to ensure the daily consignments were delivered in a timely manner

· Prepared and shipped product samples and initiated follow up discussions with customers regarding the products being evaluated

· Assigned the ideal product to Sales Contracts and kept the associated longer-term sourcing agreements up to date

· Followed up on logistical problems/issues and tracking the progress of claims

· Followed up and work with customers regarding any problem/issue experienced during the execution of the contract plus feedback regarding the service provided and the product

· Worked through issues and requests and answered high volume of emails from vendors, warehouses and customers

• Processed transactions accurately while maintaining a high level of customer service.
• Increased sales by building strong customer relationships and providing excellent service.
• Built rapport with repeat customers, fostering long-term loyalty to the brand.
• Fielded customer questions to share information about products, availability, and pricing.
• Developed loyal customer base by providing consistent, high-quality service.
• Resolved customer complaints with empathy and professionalism, maintaining positive organizationreputation.
• Implemented customer feedback system to identify and address areas for improvement.
• Established effective communication channels between sales and warehouse teams, streamlining order fulfillment.