Jerilyn Lemont
Centerville,MA
Summary
Customer-service oriented, strategic thinking professional with proven success in business growth and development. Multi-tasking and self-motivated leader with expertise in relationship building who loves to drive results. Excellent communicator and collaborator who seamlessly liaises between internal and external stakeholders.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Patient Advocate/Administration
Cape Cod Healthcare
01.2021 - Current
- Manages all aspects of complaint process in empathetic, diplomatic and non-adversarial manner to satisfactorily resolve issues. Responds timely to over 125 patient/family concerns and questions each month with compassionate and knowledgeable service.
- Works effectively and collaboratively with staff and providers from all departments to coordinate resolution.
- Assists patients/families in understanding individual rights and responsibilities in regard to care, coverage and payment.
- Reviews patient claims, bills and medicolegal documents for accuracy.
- Serves as resource for patients, families, staff and providers regarding hospital systems, program and services. Utilizes knowledge of available resources to help patients select appropriate courses and obtain relevant support.
- Receives and responds promptly to letters emails, phone calls, staff referrals and in-person visits relating to patient/family concerns and complaints.
- Investigates and directs inquiries to appropriate staff members utilizing pertinent resources in investigation (i.e. medical records, interviews, billing records, policies and procedures). Recommends corrective actions including as appropriate, restitution/billing adjustments for patients.
- Maintains complaint tracking system used to provide data to identify trends/patterns and opportunities for improvement.
- Compiles date and reports to appropriate leadership/board for purpose of service recovery, process improvement and problem/complaint resolution.
- Ensures all necessary monitoring, tracking and documentation on complaints and grievances are managed consistently and in regulatory compliance.
- Facilitates and coordinates all patient grievance committees.
- Works in concert with Risk Management on unusual/serious occurrences with potential patient abuse/neglect concerns.
- Delivers high quality professional communications both verbally and written. Produces accurate and timely responses that synthesize and summarize clinical and administrative investigations and findings.
- Applies administrative knowledge and courtesy to explain procedures and services to patients
- Recommends service improvements to minimize recurring patient issues and complaints
Vice President/Chief Experience Officer
Broad Reach Healthcare
06.2004 - 01.2021
- Supervised daily operations of multi-million-dollar organization (SNF, ALF, Hospice, NP Service) with over 300 employees.
- Oversaw all marketing activities including implementation of social media presence, website launch, advertising and collateral.
- Facilitated establishment of new programming and subsequent growth of organization. Increased SNF occupancy, hospice service census, fill of 18 additional ALF units and development of nurse practitioner service.
- Developed B2B opportunities, negotiated contracts with vendors and insurance companies.
- Collaborated with internal and external stakeholders to identify challenges and pan corrective actions geared toward sustainable solutions.
- Leveraged industry trends and developed strong community relationships to drive business approaches.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits
- Used market insights to capitalize on key business opportunities for new advantageous partnerships
- Identified and resolved issues between employees, promoting better collaboration and mutual respect
- Orchestrated positive media coverage and stakeholder relations as public face of company
- Demonstrated proficient leadership skills to motivate employees and build competent teams
Community Liaison/Admissions & Marketing Director
Cape Cod Heathcare
05.1994 - 06.2004
- Managed and streamlined admission process for three skilled nursing facilities and assisted living facility for maximum efficiency and profitability. Networked with local organizations, leaders and consumers, resulting in establishment of new and lasting partnerships and relationships.
- Fielded phone calls, conducted tours and managed sales. Developed customer service standards and service recovery education for staff.
- Developed and implemented marketing and communications plans.
- Managed closure and sale of two SNFs.
Education
Bachelor of Science - Business Administration
Eastern Nazarene College
Quincy, MASkills
- Service Recovery/Patient Issue Resolution
- Calm and Effective Under Pressure
- Evaluating Quality of Care
- Patient Information Management
- Exceptional Communication and Correspondence
- Computerized Maintenance Management Systems
- Patient Confidentiality and Data Security
- Relationship Building
- Explaining Policy and Procedures
- Medical Services Administration
- Building Rapport and Credibility
- Creative Solutions
- Customer Satisfaction
- Risk Management Assessments
Certification
- Certified Reiki Master
- MIT Sloane School of Management: Leadership In An Exponentially Changing World
Timeline
Patient Advocate/Administration
Cape Cod Healthcare
01.2021 - Current
Vice President/Chief Experience Officer
Broad Reach Healthcare
06.2004 - 01.2021
Community Liaison/Admissions & Marketing Director
Cape Cod Heathcare
05.1994 - 06.2004
Bachelor of Science - Business Administration
Eastern Nazarene College
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