Eugene Walker
BROOKLYN,NY
Summary
Detailed healthcare professional with a focus in patient advocacy, patient experience, and staff engagement to drive organizational goals and performance.
Overview
12
12
years of professional experience
Work History
Concierge Service Manager
St. Johns Episcopal Health Services
01.2024 - Current
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues for over 10,000 patients, family members, healthcare workers, and vendors per month.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Managed lost and found items, reuniting guests with their belongings and fostering trust.
- Coordinated transportation arrangements for patients/ family members , and guests.
- Using the VOYCERA communications, provided language translation services as needed, easing communication barriers for international guests.
- Conducted spot checks/ tracers rounding on the entire 1st floor including main entrance hospital lobby, fire extinguishers along corridor, entrances/ exits, and side exits.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Optimized inventory of clothing closet donations, reducing excess stock maintaining structure.
- Supported Patient Experience week event planning efforts, contributing to the successful execution of memorable occasions.
Floating Supervisor
Radnet Inc.
09.2013 - 01.2024
- In accordance to HIPAA Compliance, Monitored and updated patient medical records including incoming/ outgoing films, CD of images, and exam results for Radiologists review
- Scheduled patients for MRI, CT SCANS, X-Rays, Mammogram and Ultrasound exams
- Increased workflow by accurately pulling patient records in timely manner, typically within 24-hour period.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Senior Care Advisor
Memorial Sloan-Kettering Cancer Center
10.2016 - 11.2022
- Maintained follow-up through patient onboarding process, taking accurate referral or service request information by phone and advising on services.
- While mentoring, trained new employees on administrative procedures, company policies and performance standards, and increased awareness of work delegation.
- Performed daily routine checks to confirm work completed and prioritization of work to be done.
- Supported patient care excellence via planning and interpretation of clinical trials, chemo/ radiation therapies, and surgical planning.
- Contributed to the development of company policies and procedures, ensuring compliance with applicable regulations and best practices in senior care.
- Implemented creative solutions for challenging behaviors among clients with dementia or other cognitive impairments, minimizing distress while maintaining dignity.
Education
Bachelor of Science - Management
University of Phoenix
Tempe, AZ09-2025
Skills
- Decision-Making
- Critical Thinking
- Surgical Coordination
- Written And Verbal Communication
- Organizational Strengths
Timeline
Concierge Service Manager
St. Johns Episcopal Health Services
01.2024 - Current
Senior Care Advisor
Memorial Sloan-Kettering Cancer Center
10.2016 - 11.2022
Floating Supervisor
Radnet Inc.
09.2013 - 01.2024
Bachelor of Science - Management
University of Phoenix
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