Francisca Gutierrez
Porter,TX
Summary
As a Dedicated Lead Office Assistant, I bring over 20 years of successful administrative experience in hospital and clinic settings, achieving high levels of effectiveness. Coordinate with the directors of nursing departments to ensure adequate staff coverage. An organized and reliable candidate adept at managing multiple priorities, including the identification and reporting of issues to the appropriate management. A dedicated organizational professional experienced in managing fast-paced nursing stations and office environments. Diligent team player skilled in performing a variety of clerical tasks, providing support to staff, and training new hires. A responsible, punctual, and dependable professional, adept at learning quickly and delivering productive results with minimal supervision.
Overview
21
21
years of professional experience
Work History
Lead Office Assistant
Acute Heart Failure Clinic
11.2003 - Current
- Scheduled and coordinated travel arrangements for office staff members
- Organized events and meetings to maximize capacity and keep event venues running smoothly
- Input data into spreadsheets and databases
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted
- Utilized office management software to record and track customer information
- Edited and proofread documents for accuracy and completeness
- Assisted with onboarding of new employees
- Compiled and analyzed data to produce reports
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments
- Provided exceptional customer service to clients, resolving issues promptly and maintaining professional relationships
- Enhanced team collaboration through effective communication and coordination of tasks among staff members
- Liaison in resolving family and patient concerns
- Provide assistance to Registered nurse, Nurse manager, Director, Case Manager and Social worker
- Work closely with Dietary, Maintenance and transportation department to meet the need of patient or nurse
- Greet all visitors and hospital staff and assist to questions or concerns
- Assist them to their needs
- Create new patient charts upon admission and/or discharge patients; submit confidential documents to medical records department for billing and coding
- Multi task, manage multiple responsibilities while keeping track of others, answer patient call lights, complete patient admissions, transfers and discharges
- Interpret and explain to patients and families, policies and regulations of unit
- Investigates and actively seek resolution to difficult problems and concerns identified by patients and families before escalating
- Communicate with hospital Operation Administrators when needed
- Create positive and strong communication patient experience
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Enhanced office productivity by handling high volume of callers per day
- Maintained current and accurate medical records for patients
- Managed incoming calls and directed to appropriate department
- Answered phone calls and messages for physicians, scheduled appointments, and handling patient inquiries
- Maintained patient confidentiality in line with HIPAA regulations
- Other duties as assigned.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions
- Streamlined communication between patients and medical staff for improved healthcare experiences
- Managed patient inquiries, scheduling appointments, and maintaining accurate records with attention to detail
- Promoted a positive hospital environment by fostering strong relationships with patients and their families
- Conducted regular follow-ups with patients post-discharge, confirming proper care plan adherence and ongoing satisfaction
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, preserving trust between patients and providers
- Played a key role in improving overall patient experience scores through diligent efforts toward service excellence
- Facilitated improvements in the registration process by identifying inefficiencies and recommending solutions for smoother operations
- Collaborated with multidisciplinary teams to ensure seamless coordination of care for patients
- Provided empathetic support during difficult situations, resulting in increased patient trust and loyalty.
Patient Relations Representative/Community Liaison Officer
Houston Methodist
01.2024 - 04.2024
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Streamlined communication between patients and medical staff for improved healthcare experiences.
- Promoted a positive hospital environment by fostering strong relationships with patients and their families.
- Managed patient inquiries, scheduling appointments, and maintaining accurate records with attention to detail.
- Implemented effective strategies for handling patient complaints, leading to successful resolutions and enhanced satisfaction.
- Contributed valuable feedback from patients to hospital administration for continuous improvement initiatives within the facility.
- Facilitated improvements in the registration process by identifying inefficiencies and recommending solutions for smoother operations.
- Served as a knowledgeable resource for both patients and staff regarding insurance coverage, financial assistance programs, and billing procedures.
- Demonstrated commitment to cultural competency by working effectively with diverse populations while respecting individual differences among patients served.
- Provided exceptional customer service while fielding incoming phone calls, addressing patient inquiries, and resolving concerns in a professional manner.
- Provided empathetic support during difficult situations, resulting in increased patient trust and loyalty.
- Collaborated with multidisciplinary teams to ensure seamless coordination of care for patients.
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, preserving trust between patients and providers.
- Played a key role in improving overall patient experience scores through diligent efforts toward service excellence.
- Coordinated language interpretation services when needed, ensuring clear communication between diverse patient populations and medical staff members.
- Participated in ongoing professional development opportunities to stay current on industry best practices related to patient relations management.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Promoted a positive image of the organization to the public through proactive responses to inquiries, complaints, and concerns.
Education
Associate of Science - Healthcare Professions
Houston Community College
Houston, TX05.2024
Skills
- Epic software proficient
- Multitask in fast-paced hospital environment
- Health Unit Coordinator
- Staff Management
- Compassionate, team player
- Patient data confidentiality
- Nursing Station Operations
- Incoming Call Reception
- Filing
- Cashier
- Unit Secretary Training
- Superior telephone, customer service, and computer skills
- Proficiency in MS Word, Excel, Outlook, Data Entry, PowerPoint, Health quest and Care4
- Patient records maintenance
- CPR BLS
- Patient Relations Representative II
- Guest Service Representative
- Customer Service Representative
- Document Management
- Dedicated Team Player
- Verbal Communication
- Office Administration
- Strong Problem Solver
- Prioritizing Work
- Scheduling
- Spreadsheet Creation
- Scheduling Meetings
- Business Administration
- Report Analysis
- Mail Sorting and Distribution
- Clerical Support
- Office Supplies Management
- Administrative Support
- Issue Resolution
- Resourceful
- Front Office Management
- Complex Problem-Solving
- Medical Terminology
- Excel spreadsheets
- Data Entry
- Patient Charting
- Positive Attitude
- Customer Service
- Scheduling appointments
- Knowledge of JCAHO guidelines and HIPPA policies
Languages
Spanish
Full Professional
Timeline
Patient Relations Representative/Community Liaison Officer
Houston Methodist
01.2024 - 04.2024
Lead Office Assistant
Acute Heart Failure Clinic
11.2003 - Current
Associate of Science - Healthcare Professions
Houston Community College
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