Flora Shala
Mamaroneck,NY
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
2026
2026
years of professional experience
Work History
Medical Coordinator
Memorial Sloan Kettering Hospital
West Harrison NY
2025 - Current
- Coordinated patient care activities among healthcare providers and support staff.
- Managed scheduling for medical appointments and procedures, optimizing workflow efficiency.
- Developed and maintained electronic health records for accurate patient documentation.
- Implemented quality assurance protocols to enhance compliance with healthcare regulations.
- Enhanced patient care by efficiently coordinating medical services and streamlining communication between healthcare professionals.
- Promoted positive relationships between patients and healthcare providers through professional communication skills and empathetic understanding of individual needs.
- Provided compassionate support to patients during difficult times, offering resources for emotional wellbeing alongside physical health treatments.
- Facilitated smooth clinic operations by assisting with administrative tasks such as filing, billing, and insurance verification.
- Increased the efficiency of healthcare teams through effective collaboration and coordination among physicians, nurses, and support staff.
- Communicated with patients, ensuring that medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Facilitated communication between departments to streamline patient services and care delivery.
Dispatcher Coordinator/Manager
ProTech IT Solutions
White Plains
2023 - 2025
- Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
- Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
- Managed a team of IT Specialists , promoting teamwork, accountability, and high-performance standards.
- Mitigated potential conflicts between IT specialists and clients by acting as a liaison during high-pressure situations.
- Streamlined communication between IT specialists. clients, and management for improved customer satisfaction.
- Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
- Responded to high volume of phone and email requests to provide logistics information.
- Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
- Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.
- Created detailed reports on dispatch activities that were used by management to monitor performance trends over time.
- Analyzed data from various sources to identify areas for improvement in dispatch operations and make informed recommendations for changes.
- Improved response times by prioritizing urgent requests while maintaining attention to routine
- Promoted a positive work environment within the IT team by fostering open communication and recognizing individual achievements.
- Supported long-term growth by participating in strategic planning discussions about future staffing needs.
- Scheduled deliveries and pickups according to client needs.
- Utilized dispatch software to enter client orders, deliveries and receipts.
- Answered phone calls and responded to customer emails.
- Communicated with clients to provide delivery updates and resolution.
- Assisted in resolving customer complaints and grievances.
Patient Financial Access Specialist (Promoted)
Greenwich Hospital
Greenwich
2022 - 2023
- Oversee all patient financial access facilitator functions and offer quality support with complex scheduling in more than one outpatient service area.
- Verify the patient's insurance coverage to determine the extent of their benefits, including eligibility, coverage limits, and any pre-authorization requirements.
- Perform various statistical and QA functions.
- Facilitate in the development of new procedures and participated in the planning, implementation, and training of system improvements to enhance the operating functions of the department.
- In-depth knowledge of the various insurance carriers' options and completing insurance entry accurately, satisfying billing requirements to ensure a payable account.
- Improved and maintained patient safety by adhering to red-flag procedures as well as identifying patients accurately using effective communication and technology to perform a variety of functions.
- In-depth of the online eligibility and insurance website systems, including understanding patient's eligibility, determining benefits and co-pay amount due.
- Processed the patient visit information in a timely manner by updating the patient's demographic and financial information using several computer systems.
- Enriched patient experience by enhancing overall processes and acknowledging/receiving patients and visitors to the department following the YNHHS Standards of Professional Behavior.
- Delivered impeccable services to clients in accordance with the health system standards of professional behavior.
- Coached and guided staff members as well as updated training materials to offer quality services to patients.
- ...continued...
Receptionist | Ambassador for Patient Experience & Guest Relations
Greenwich Hospital
Greenwich
2020 - 2022
- Built a strong and trust-based rapport with incoming patients by utilizing exceptional communication skills.
- Deliver impeccable reception services and provide detailed information accurately.
- Played an integral role in fostering a productive work environment that encourages the exchange of ideas and stimulates creativity.
- Tracked and oversaw the safe delivery of employee-related items.
- Nominated and recognized for outstanding support and assistance to patients, earning a 'Certificate of Appreciation' at the upcoming patient experience award ceremony.
- Established and maintained a healthy and clean environment in accordance with safety and health protocols.
- Achieved 100% KPI and policy compliance through skillful implementation of organizational procedures.
Physician Practice Office Assistant, Vascular
White Plains Hospital
White Plains, NY
2018 - 2019
- Led emergency Cardiology cases, patient communication, priority management, and cross-functional collaboration.
- Managed a high volume of patient records and documents, facilitating streamlined workflow and easy access to strategic operations.
- Utilized the Epic Practice Management System to efficiently coordinate patient appointments and arrivals, ensuring seamless operational flow.
- Delivered progressive recommendations to ensure the attainment of future goals and enhance service delivery while attending mandatory in-services/staff meetings to achieve positive outcomes.
- Drove the development of the entire office system through the optimized utilization of analytical prowess.
- Delivered precise and statistically accurate results by optimizing the management of ultrasound and other tests through thorough validation of insurance coverage and patient demographics.
- Recognized by the department for delivering outstanding customer services by organizing all appointments and schedules for patients.
- Maintained compliance with KPIs and organizational standards with all WPH policies and procedures.
Administrative Office Assistant
Dr. Steven Schwabe, DDS
Bronx, NY
2011 - 2017
- Managed all aspects of insurance operations, including assessing eligibility, collecting payments, processing deductions, submitting claims, and handling insurance payments for production summary.
- Coordinated and scheduled patient appointments, prioritizing based on management guidelines, and ensuring proper documentation.
- Optimized and monitored inventory levels to achieve desired outcomes.
- Optimized efficiency and productivity by upgrading and improving the entire office computer system.
- Migrated and updated a significant volume of patient demographic and insurance information to the new computer system, ensuring accurate and up-to-date records.
- Resolved complex issues promptly by devising and executing robust administrative excellent strategy.
Education
Associate Degree - Business Administration, Management, Marketing
College of Westchester
White Plains, NYSkills
- Office Operations Management
- Administrative Assistance / Support
- Account Payable / Receivables
- Quality Assurance / Control
- Business Process Improvement
- Insurance Verification / Authorization
- Project Management / Delivery
- Document Management / Control
- Team Development / Leadership
- Customer Service Management
- Problem Solver / Decision Maker
- Patient Experience / Safety
LANGUAGES
Albanian
Native or Bilingual
Timeline
Associate Degree - Business Administration, Management, Marketing
College of Westchester
Medical Coordinator
Memorial Sloan Kettering Hospital
2025 - Current
Dispatcher Coordinator/Manager
ProTech IT Solutions
2023 - 2025
Patient Financial Access Specialist (Promoted)
Greenwich Hospital
2022 - 2023
Receptionist | Ambassador for Patient Experience & Guest Relations
Greenwich Hospital
2020 - 2022
Physician Practice Office Assistant, Vascular
White Plains Hospital
2018 - 2019
Administrative Office Assistant
Dr. Steven Schwabe, DDS
2011 - 2017