Julie E. Gilbert
Rush City,MN
Summary
Knowledgeable and dedicated professional with extensive experience in the healthcare industry working independently and collaboratively. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in active listening, de-escalating, quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for helping people, developing relationships and cultivating partnerships to achieve common goals of improving quality and customer/client experience.
Overview
23
23
years of professional experience
Work History
Quality & Safety Consultant
M Health Fairview Northland & Lakes Medical Center
Princeton & Wyoming , MN
07.2021 - 07.2022
- Lead investigations of complex quality issues to prevent recurrence, maximizing learning, reduce costs, and improve patient outcomes
- Facilitated multifaceted quality and performance improvement projects, working with local teams to develop robust and sustainable improvements, implement changes, and monitor outcomes
- Managed reporting and investigations of internal Compass Risk Information System by educating and ensuring accuracy of event triaging for timely attention and completion by unit leaders
- Utilized industry tools and methods to identify and initiate analysis of systems to prevent future errors; collaborate with facility leaders and system experts to implement corrective actions
- Investigated/explored complex patient safety, quality, and organizational issues in order to identify and develop strategic priorities for improvement
- Identified and Initiated evaluation and redesign of systems to improve quality measures; identifying necessary resources to fully implement quality and performance improvement; partnering with leaders to act on any resource barriers; focusing on reliability and applying principles of reliable design to improve consistent delivery of quality clinical care
- Collaborated with leaders and teams in establishing performance standards and metrics as well as identifying goals while ensuring that partnerships exist with other areas of business to develop, implement, or refine workflows or data collection and management methods to ensure accurate measurement and tracking of process and improvement results
- Involved in departmental training efforts with co-workers and unit leaders
- Anticipated and identified barriers to change and develop countermeasures in conjunction with leadership to overcome barriers
- Promoted and utilized health equity principles when reviewing data and developing improvement opportunities using holistic approach
Patient Relations
M Health Fairview Northalnd & Lakes Medical Center
Princeton And Wyoming, MN
08.2010 - 07.2021
- Guided and facilitated timely investigations, resolutions, and documentation of patient/family grievances in collaboration with M Health Fairview operational leaders and their teams to ensure delivery of quality service and patient satisfaction while coordinating with Corporate Risk Management
- Composed letters to respond to grievances from patients and their representatives in accordance with M Health Fairview and Joint Commission Policy and Procedures
- Managed Compass Patient Feedback Information System, including both satisfaction and complaint/grievance data. Analyzed data and shared trend information forward to leadership for appropriate action and process improvements
- Reported quarterly and yearly to identify trends and process improvement for communication, customer service, patient family experience, and patient safety
- Worked collaboratively with leadership and through clinical teams to enhance professional growth, quality improvement and patient family experience while ensuring confidentiality of all patients, visitors, and employees
- Lead, coordinated and executed investigations, educations and projects as assigned for two hospitals.
- Continually educated leaders and teams on patient rights and grievance management process
- Patient/Customer Experience Coach for M Health Fairview Northland and Lakes Medical Center employees
- Worked independently and collaboratively providing patient understanding of billing and insurance processing of their healthcare services
Community Liaison
M Health Fairview Lakes Home Caring & Hospice
04.2007 - 08.2010
- Verbal and written communication link between Home Caring & Hospice programs and key referral sources in nursing homes, clinics, adult foster homes, assisted livings, hospitals, senior centers etc
- Developed strong trusting relationships with facility discharge planners to understand their needs, explain programs, assist in Home Caring & Hospice appropriateness and transition of patients to the agency
- Coordinated and facilitated health promotion educations, presentations, community events and all creation of Home Caring & Hospice marketing materials
- Identified, investigated, resolved, analyzed and escalated patient/family experience concerns and provide feedback to leadership to guide in making necessary changes for process improvements
- Documented, monitored and analyzed database of issues/concerns, referral visits and budget information.
Resolute Systems Analyst
Epic
08.2000 - 12.2001
- Compiled data and audited all benefit information within resolute portion of Epic software to ensure accurate and timely entry of benefit information, paying attention to much detailed and confidential information
- Lead and managed projects as assigned by Patient Accounting Leadership. This includes sorting, analyzing, organizing, scheduling, and providing direction of activities to successfully complete projects within allotted timeframe
Member Service Systems Specialist
HealthPartners
Bloomington, MN
09.1996 - 08.2000
- Accurately compiled and audited benefit data to ensure dissemination of benefit information with On-Line-Benefit Maintenance application
- Successful management and follow-through of projects within allotted timeframes
- Identified and assessed inter-dependencies among administrative units, including Contracts and Benefits, Claims, Pharmacy Administration, Sales, Riverview Service Center, Membership Accounting and Provider Data Support
- Internal resource and liaison for all departments regarding technical problems in customer service software system, On-Line-Benefits, website inquiries and passwords
Member Services Representative
HealthPartners
Bloomington, MN
03.1994 - 09.1996
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Delivered prompt service to prioritize customer needs
- Investigated, documented, and assisted in resolution of customer questions and concerns utilizing internal partners to handle high volume of customer service inquiries daily
- Provided information and direction to members, prospective members, staff, and providers regarding services, referrals, benefits, claim issues, policies, and procedures
- Trained and coached newly hired representatives to excel in customer communication and computer software system documentation
- Help desk coach, providing direction to team members in finding answers to difficult questions and assisting with escalated concerns
- Managed over 50 customer calls per day.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
Education
Associates - Arts
Anoka-Ramsey Community College
Minneapolis, MN, USMASL - Strategic Leadership
Bethel University
Saint Paul, MN, USBachelor of Science - Community Health
St. Cloud State University
St. Cloud, MN, USSkills
Data interpretation and analysis
Documentation and reporting
Professional telephone demeanor
Account management
Verbal and written communication
Advanced problem solving
Multitasking Abilities
Complaint resolution
Project Management
Affiliations
President and Board Member of Minnesota Association of Patient Representatives 12 years
Member of the Hospital Ethics Committee, 10 years
Timeline
Quality & Safety Consultant
M Health Fairview Northland & Lakes Medical Center
07.2021 - 07.2022
Patient Relations
M Health Fairview Northalnd & Lakes Medical Center
08.2010 - 07.2021
Community Liaison
M Health Fairview Lakes Home Caring & Hospice
04.2007 - 08.2010
Resolute Systems Analyst
Epic
08.2000 - 12.2001
Member Service Systems Specialist
HealthPartners
09.1996 - 08.2000
Member Services Representative
HealthPartners
03.1994 - 09.1996
Associates - Arts
Anoka-Ramsey Community College
MASL - Strategic Leadership
Bethel University
Bachelor of Science - Community Health
St. Cloud State University