Erin E Glass
Lakewood,OH
Summary
Dynamic Patient Service Specialist with a proven track record at Cleveland Clinic, excelling in communication and teamwork. Committed to continuous learning and professional development. Possesses versatile skills and experience in staff management, problem-solving, and collaboration. Brings a fresh perspective and strong commitment to quality and success. Recognized for flexibility, adaptability and proactive approach in delivering effective solutions. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
26
26
years of professional experience
1
1
Certification
Work History
PATIENT SERVICE SPECIALIST
Cleveland Clinic
02.2022 - Current
- Assisted patients with appointment scheduling and inquiries to enhance service delivery.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Collaborated with healthcare teams to ensure seamless communication regarding patient needs and updates.
- Adapted quickly to new software and system changes, enhancing efficiency in managing patient data and appointments.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
DIRECTOR OF LIFE ENRICHMENT
Bickford Assisted Living
11.2019 - 11.2020
- Scheduled, trained and mentored staff on best practices for facilitating recreational activities and supporting resident needs.
- Enhanced communication between departments to promote interdisciplinary collaboration in enrichment activities.
- Mentored staff members in best practices for life enrichment programming, fostering a supportive team environment focused on providing exceptional service.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
DIRECTOR OF LIFE ENRICHMENT
The Welsh Home
08.2018 - 11.2019
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Coordinated recreational activities, fostering social interaction and enhancing resident well-being.
- Scheduled, trained and supervised staff in leading programs, ensuring high-quality resident experiences.
- Ensured compliance with state regulations governing activities in senior living facilities, safeguarding both resident safety and organizational reputation.
- Facilitated ongoing staff training on topics such as dementia care or adaptive equipment use, ensuring team members remain current in best practices for resident engagement.
DIRECTOR OF LIFE ENRICHMENT
Devon Oaks
07.2014 - 08.2018
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Increased resident socialization through implementation of wide range of fun, educational and family-oriented activities.
- Scheduled, trained and supervised staff in leading programs, ensuring high-quality resident experiences.
DIRECTOR OF LIFE ENRICHMENT
Ennis Court Skilled Nursing and Assisted Living
07.2004 - 08.2014
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Increased resident socialization through implementation of wide range of fun, educational and family-oriented activities.
- Scheduled, trained and supervised staff in leading programs, ensuring high-quality resident experiences.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
PERSONAL BANKING SPECIALIST
First Merit Bank
01.2001 - 04.2004
CUSTOMER OPERATIONS SPECIALIST
Ohio Savings Bank
01.2000 - 01.2001
- Analyzed customer feedback data to identify trends and implement process improvements.
Education
High School Diploma -
Seton La-Salle Catholic High School
Pittsburgh, PACommunications -
WAYNESBURG UNIVERSITY
Waynesburg, PASkills
Staff Scheduling and Management
- Communication and Teamwork
- Conflict Resolution
- Caring and Empathetic
- Willingness to Learn
- Motivation and Direction
Accomplishments
33 Cleveland Clinic APPRECIATION AWARDS from patients and staff.
Certification
Certified Clinical Medical Assistant, CCMA.
Timeline
PATIENT SERVICE SPECIALIST
Cleveland Clinic
02.2022 - Current
DIRECTOR OF LIFE ENRICHMENT
Bickford Assisted Living
11.2019 - 11.2020
DIRECTOR OF LIFE ENRICHMENT
The Welsh Home
08.2018 - 11.2019
DIRECTOR OF LIFE ENRICHMENT
Devon Oaks
07.2014 - 08.2018
DIRECTOR OF LIFE ENRICHMENT
Ennis Court Skilled Nursing and Assisted Living
07.2004 - 08.2014
PERSONAL BANKING SPECIALIST
First Merit Bank
01.2001 - 04.2004
CUSTOMER OPERATIONS SPECIALIST
Ohio Savings Bank
01.2000 - 01.2001
High School Diploma -
Seton La-Salle Catholic High School
Communications -
WAYNESBURG UNIVERSITY
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