ELIZABETH COOK
Buffalo,NY
Summary
Experienced healthcare management professional prepared to drive operational excellence and patient care. Strong focus on team collaboration and adaptability to changing needs. Skilled in streamlining processes, managing budgets, and improving patient satisfaction. Reliable, results-oriented leader with strategic mindset and effective communication abilities.
Overview
9
9
years of professional experience
Work History
Senior Practice Administrator
Sisters of Charity Hospital
08.2021 - Current
- Recruit, hire and train top-quality candidates to elevate the team's performance and long-term success for three sites, including MFM.
- Establish and enforce organizational policies to keep operations in line with the facility's standards and regulatory requirements.
- Direct, supervise, and evaluate work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
- Develop and implement organizational policies and procedures for facility or medical unit.
- Monitor patient care service delivery to implement quality improvements.
- Streamlined patient scheduling processes to enhance operational efficiency and reduce wait times.
- Managed budgetary planning and financial reporting, ensuring fiscal compliance and accountability within the practice.
Customer Care Supervisor
UNIVERA HEALTHCARE
09.2019 - 04.2021
- Responsible for the supervision of 21 Customer Care Advocates in the Individual Market line of business.
- Collaborate with the Customer Care leadership team, as well as, other departments to ensure the consistent functioning of the call center.
- Responsible for reading and interpreting reports that directly affect the Customer Care Advocates that I supervise, and the call center.
- Member of the team that is developing a Claims training for the IMGP Customer Care Advocates.
- Member of the Analytics project to ensure FCR and high-quality Customer Service.
Senior Operations Manager
HORIZON VILLAGE, INC
04.2016 - 09.2019
- Leveraged customer relations, administrative, and leadership expertise to take ownership of end-to-end customer experience.
- Cultivated relationships, mentored staff, and communicated cross-functionally to facilitate collaboration.
- Developed team members to continuously improve customer experiences.
- Managed challenges between customers, staff, and managers to consistently meet service objectives.
- Facilitated the daily operations of five residential facilities specializing in Substance Abuse and Mental Health Disorder.
- Supervised three Operation Support Managers and 60 Treatment Assistants.
- Designed and implemented new procedures and processes that will guarantee the safety of our staff and clients.
- Worked within the community at various events to promote the mission statement of the company.
Education
MASTER OF ARTS - HEALTHCARE ADMINISTRATION
ASHFORD UNIVERSITY
02.2016
BACHELOR OF ARTS - SOCIOLOGY
ASHFORD UNIVERSITY
10.2014
Skills
- PROJECT MANAGEMENT
- PROGRAM IMPROVEMENT
- CROSS-FUNCTIONAL COLLABORATION
- RETENTION MANAGEMENT
- PROCEDURE WRITING
- TEAM BUILDING AND LEADERSHIP
- TRAINING
Timeline
Senior Practice Administrator
Sisters of Charity Hospital
08.2021 - Current
Customer Care Supervisor
UNIVERA HEALTHCARE
09.2019 - 04.2021
Senior Operations Manager
HORIZON VILLAGE, INC
04.2016 - 09.2019
BACHELOR OF ARTS - SOCIOLOGY
ASHFORD UNIVERSITY
MASTER OF ARTS - HEALTHCARE ADMINISTRATION
ASHFORD UNIVERSITY
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