Esmeralda Islamaj
Aurora,IL
Summary
- Dedicated,friendly and organized Patient Service Coordinator with background pulling and filing charts , scheduling and coordinating workflow. Advanced communication, planning and conflict resolution skills. Albanian Native speaking ,Fluent in English and Italian, communicates in Spanish. PCA/HHA/BLS and Phlebotomist certified. Medical Interpreter with Language Line Solution.
Works well with representatives of multiple departments and organizations to assist patients. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Starting my family in Aurora, IL.
Overview
9
9
years of professional experience
Work History
Case Manager
Platinum Community Care
New York, NY
11.2023 - Current
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, legal services and healthcare professionals to provide useful benefits to clients.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Partnered with local organizations to expand access to social and community services.
- Assessed community needs and identified resources for social and community service programs.
- Monitored program performance and outcomes for successful delivery of services.
- Train new hires
Albanian Medical Interpreter
LanguageLine Services
08.2021 - Current
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
- Followed ethical codes to protect confidentiality of patient medical information.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
- Translated procedural information to facilitate understanding between doctors and patients.
Patient Services Coordinator II
Mass General Hospital
Boston, MA
2023.03 - 2023.08
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Verified patient's insurance eligibility and benefits coverage.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Respected patients by recognizing rights and maintaining confidentiality.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
- Answered over 30 telephone calls per day to handle rescheduled, missed and reassigned visit requests.
- Used EPIC to maintain electronic patient files, successfully maintaining patient files.
- Co-Training new hires
- Skilled at working independently and collaboratively in a team environment.
Home Health Aide
Signature Home Care
06.2022 - 03.2023
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
Hotel General Manager
A&G Hotel
06.2019 - 07.2020
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 3 front desk agents and helped to resolve issues arising during shifts.
- Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data and offered appropriate reservation options based on expected attendees when coordinating events.
- Oversaw day-to-day operations of brand new, 24-room hotel with staff of 20 employees.
- Provided services efficiently and with high level of accuracy.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Tour specialist Operator
Albtours D Balkan
03.2016 - 06.2019
- Developed tour programming to enhance guest experiences.
- Collected and deposited payments from guests.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Patient Services Coordinator
Aimis Healthcare Group
05.2015 - 09.2016
- Telephoned over 50 patients a day to obtain pre-registration information and confirm appointments.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Drove proactive patient outreach activities to schedule spine and brain surgeries with well known US surgeons and follow-up on care and health maintenance.
- Collected time of service payments and issued receipts.
- Sent medical and surgical questionnaire forms to patients to obtain missing information.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
Education
Certificate - Phlebotomy
Royal Learning Institute
New York12.2022
Certificate - Basic Life Support
Heart Start Training InC
The Bronx, NY12.2022
Certificate - Home Health Aide/PCA
IP Training
Brooklyn, NY06.2022
Cetificate - Home Care Coordinator
Edith & Carl Marks JCH of Bensonhurst
Brooklyn, NY03.2022
Certificate - Hospitality Business Management
Hospitality And Tourism Academy
Tirane, Albania02.2020
Master of Science - Master of Science Public Administration And Public
Pavaresia College
Vlore, Albania07.2014
BBA - Bachelor of Science Business Administration
Kristal College University
Tirane, Albania07.2012
Skills
- Security Oversight
- Caring, empathetic and Effective Under Pressure,
- Resolving Problems
- Workflow management
- Service-Oriented, Organized and Efficient
- Registration and Scheduling, Invoicing and billing
- Multilingual English, Albanian, Italian and Spanish
- Proficient in Epic software , Microsoft Office ,Patient Registration, Verbal and Written Communication
Timeline
Case Manager
Platinum Community Care
11.2023 - Current
Patient Services Coordinator II
Mass General Hospital
2023.03 - 2023.08
Home Health Aide
Signature Home Care
06.2022 - 03.2023
Albanian Medical Interpreter
LanguageLine Services
08.2021 - Current
Hotel General Manager
A&G Hotel
06.2019 - 07.2020
Tour specialist Operator
Albtours D Balkan
03.2016 - 06.2019
Patient Services Coordinator
Aimis Healthcare Group
05.2015 - 09.2016
Certificate - Phlebotomy
Royal Learning Institute
Certificate - Basic Life Support
Heart Start Training InC
Certificate - Home Health Aide/PCA
IP Training
Cetificate - Home Care Coordinator
Edith & Carl Marks JCH of Bensonhurst
Certificate - Hospitality Business Management
Hospitality And Tourism Academy
Master of Science - Master of Science Public Administration And Public
Pavaresia College
BBA - Bachelor of Science Business Administration
Kristal College University
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