ELVA VELAZCO-INERARITY
Miami,Florida
Summary
Highly creative and motivated representative with over 27 years of experience in building and maintaining relationships to create strong referral in the healthcare setting. Well organized with a track record that demonstrates self-motivation, perseverance, and creativity to achieve both personal and corporate goals. Bilingual professional adept at working with and relating to people of diverse backgrounds. Strong background in enhancing patient interactions and healthcare satisfaction. Skilled in effective communication, problem-solving, and empathetic patient engagement. Proven ability to work collaboratively with teams to drive positive outcomes and adapt to evolving challenges. Dependable and focused on delivering exceptional patient experiences through strategic planning and execution. Qualified for the desired position with a solid foundation in enhancing patient satisfaction and addressing concerns efficiently. Successfully implemented initiatives to improve patient communication and streamline service delivery. Proficient in conflict resolution and empathetic patient interaction.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Patient Experience Specialist
UHealth Office of Patient Experience
01.2022 - Current
- Act as a liaison for patients and families by addressing questions and concerns
- Respond, investigate and resolve complaints and grievances
- Perform daily rounds on patients and update on clinic workflow or delays
- Increase patient satisfaction at each interaction when handling sensitive or potentially challenging situation
- Listening with care and empathy to assist patients in obtaining resolutions
- Provide excellent support to all patients, families, and staff
- Work closely with Risk Management to prevent escalation of grievances that may impact the health system
Senior Surgery Service Representative
Bascom Palmer Eye Institute
01.1997 - 01.2022
- Provide surgical coordination for six ophthalmology surgeons and for any walk-in patients
- Proficient in following site-specific protocols to keep documentation up-to-date to ensure compliance
- Liaison between the doctor and the Florida Lions Eye Bank and International Tissue Eye Bank for tissue request orders for cornea surgeries
- Process Keratoprosthesis (artificial corneas) purchase order requests with the UM purchasing Department and Mass Eye & Ear Boston Keratoprosthesis Institution
- Provide adequate information to patients and their families to effectively guarantee a positive experience
- Precise scheduling of preoperative and postoperative appointments to ensure time management and patient satisfaction
- Using professional telephone etiquette to handle internal and external patient requests
- Advise patients of financial responsibilities such as copayments, deductibles, and past due balances to be collected at the time of registration
Main Cashier
Coral Gables Hospital
01.1994 - 01.1997
- Prepared and analyzed financial statements and reports
- Collected payments from patients and other sources
- Performed end-of-the-month account reconciliations and adjustments
- Responsible for all posting of payments on patient accounts
Financial Advisor
Coral Gables Hospital
01.1993 - 01.1994
- Effectively verified patient’s insurance and advised them of benefits
- Controlled all visitor passes
- Operated multi-line telephone
- Handled incoming and outgoing hospital mail
Education
Lean Six Sigma Greenbelt Certificate -
University of Miami
01.2022
Bachelor’s - Business Management
University of Miami
01.2021
HealthCare Management Certificate -
Miami-Dade College
01.2000
Associates Degree - Computer application and software system
American Guild of Patient Account Management
01.1997
Vocational Certificate -
English Center Vocational Schools
01.1993
Skills
- Excellent Customer Service
- Time Management
- Analytical/ Critical Thinking
- Negotiations
- Medical terminology knowledge
- Training/Development
- Problem Solving Skills
- Real Estate
- 360 All Line Insurance Public Adjuster
- Microsoft Office: Excel
- Microsoft Office: PowerPoint
- Microsoft Office: Word
Accomplishments
- Collaborated with a team of 5 members in developing a Lean Six Sigma project to reduce cycle time for New Glaucoma patients at the Lennar Foundation Medical Center.
Additionalcredentials
other license
Certification
- Lean Six Sigma Green Belt Certification – IASSC or ASQ.
- Certified Healthcare Access Associate (CHAA) - The National Association of Healthcare Access Management (NAHAM).
- Project Management Certification
Languages
English
Timeline
Patient Experience Specialist
UHealth Office of Patient Experience
01.2022 - Current
Senior Surgery Service Representative
Bascom Palmer Eye Institute
01.1997 - 01.2022
Main Cashier
Coral Gables Hospital
01.1994 - 01.1997
Financial Advisor
Coral Gables Hospital
01.1993 - 01.1994
Bachelor’s - Business Management
University of Miami
HealthCare Management Certificate -
Miami-Dade College
Associates Degree - Computer application and software system
American Guild of Patient Account Management
Vocational Certificate -
English Center Vocational Schools
Lean Six Sigma Greenbelt Certificate -
University of Miami
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