Kailine Polanco
Watertown,Massachusetts
Summary
Dynamic Patient Experience Navigator at Mass General Brigham Integrated Care, adept in care coordination and customer service. Proven ability to enhance patient satisfaction through effective communication and conflict resolution. Skilled in data analysis and EHR systems, fostering a collaborative environment to improve operational efficiency and patient outcomes. Desiring to use in-depth experience spanning several years in a dynamic new role. Fluent in English and Spanish.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Experience Navigator
Mass General Brigham Integrated Care
Watertown, MA
08.2022 - Current
- Greet patients, answer incoming calls, direct them appropriately, and complete the check-in and check-out process before and after appointments.
- Facilitated communication between patients and healthcare providers to improve care coordination.
- Provide customer service and support to patients at the front desk who have any questions about the facility, services, and scheduling.
- Processed and prepared patient billing and insurance claims, and collected payments for services rendered.
- Provided administrative support to medical staff, including data entry and document preparation.
- Sort through and organize incoming mail, faxes, and emails, and upload to medical records.
- Conducted training sessions for new employees on operational procedures.
- Manage office inventory, and order medical supplies as needed.
- Maintain a clean and safe environment for patients.
- Aid in any other tasks, as needed.
Operations Coordinator
LifeStance Health
Watertown, MA
08.2021 - 08.2022
- Assisted with the organization and execution of operational processes.
- Ensured compliance with organizational policies, regulations, and standards.
- Attend to clients for the intake process, and answer any questions about the facility, services, and scheduling through phone or electronic messages.
- Assist healthcare providers in writing clinical letters, authorizations, and patient reports.
- Collect service fees, input data into electronic systems, track balances, and client records.
- Coordinated maintenance and repair schedules for equipment, ensuring minimal downtime.
- Monitored inventory levels to ensure adequate stock availability.
- Implemented safety protocols to maintain a safe, clean working environment.
Administrative Assistant
Center for Human Genetics
Cambridge, MA
10.2020 - 07.2021
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Entered data into spreadsheets using Microsoft Office to aid in client reports and records.
- Used a voice recorder or notepad to compose and transcribe appointment minutes.
- Handled incoming and outgoing correspondence, including phone calls, emails, mail, and package deliveries, ensuring timely distribution.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Maintained office supplies inventory by checking stock to determine inventory level.
Mental Health Counselor
Walden Behavioral Care
Waltham, MA
10.2018 - 10.2020
- Created activities that promoted physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
- Provide support and enhance patients' physical, behavioral, and social skills through group sessions under the supervision of a mental health professional.
- Collaborated with interdisciplinary teams to coordinate patient care and treatment strategies.
- Collaborated with multidisciplinary teams to ensure cohesive treatment plans.
- Collected data via direct observation and participated in daily meetings to discuss patients' progress and plan further interventions.
- Restrained violent or suicidal patients using approved verbal or physical techniques.
- Supervised visitors entering the facility according to established security protocols.
Pharmacy Technician
CVS/Pharmacy
Watertown, MA
03.2016 - 09.2020
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Prepared compound medications under the supervision of a licensed pharmacist.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Answered telephones to respond to questions or requests from customers and prescribing providers.
- Participated in pharmacy inventory management, including tracking expiration dates and removing outdated medications.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Assisted front store customers by answering questions, locating items, or referring them to the appropriate staff member with any additional questions.
Education
Bachelor of Science - Neuroscience
Regis College
Weston, MA05.2019
Skills
- Data analysis and entry
- Report writing
- Database Tracking
- Bookkeeping
- QuickBooks
- Microsoft Office
- Google Drive
- Customer service
- Care coordination
- Conflict resolution
- Team collaboration
- Adaptability and flexibility
- Training and development
- Leadership
- Dependability
- Willingness to learn
- Planning
- Scheduling
- Time management
- EHR systems
- Laboratory Techniques
- Immunohistochemistry
- Immunofluorescence
- Animal Care
Certification
- CPR, First Aid, AED & Stop the Bleed
- OSHA
- Collaborative Institutional Training Initiative (CITI)
Languages
Spanish
Native/ Bilingual
Portuguese
Professional
References
References available upon request.
Timeline
Patient Experience Navigator
Mass General Brigham Integrated Care
08.2022 - Current
Operations Coordinator
LifeStance Health
08.2021 - 08.2022
Administrative Assistant
Center for Human Genetics
10.2020 - 07.2021
Mental Health Counselor
Walden Behavioral Care
10.2018 - 10.2020
Pharmacy Technician
CVS/Pharmacy
03.2016 - 09.2020
Bachelor of Science - Neuroscience
Regis College
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