Kimberly De Sousa
LOUISVILLE,KY
Summary
Dynamic Patient Experience Coordinator at Heart Song Memory Care, skilled in conflict resolution and strategic planning. Enhanced patient satisfaction through innovative service improvements and effective communication, resulting in a notable reduction in complaints. Proven ability to build relationships and manage operations efficiently, fostering a collaborative environment for both patients and staff.
Overview
6
6
years of professional experience
Work History
Patient Experience Coordinator
Heart Song Memory Care
03.2019 - 11.2023
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Resolved customer complaints using established follow-up procedures.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Facilitated communication between patients and various departments and staff.
- Greeted and assisted patients with check-in procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Delivered support to medical staff in completion of patient paperwork.
- Trained new staff on filing, phone etiquette and other office duties.
Enrich Life Director
StoryPoint Louisville South
12.2023 - Current
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
Seneca High
Louisville Kentucky Skills
- Actor guidance
- Company guidelines
- Facilities management
- Crew collaboration
- Team building
- Team collaboration
- Task delegation
- Budget management
- Project coordination
- Conflict resolution
- Regulatory compliance
- Hiring and retention
- Rules and regulations
- Budget control
- Issues resolution
- Coaching and mentoring
- Financial planning
- Team management
- Creativity and innovation
- Crisis management
- Corporate communications
- People management
- Relationship building
- Vendor relationship management
- Time management
- Employee development
- Project management
- Financial reporting
- Staff management
- Multitasking and organization
- Operations management
- Contract and vendor management
- Business administration
- Client relations
- Leadership development
- Decision-making
- Verbal and written communication
- Charismatic leader
- Strategic planning
Timeline
Enrich Life Director
StoryPoint Louisville South
12.2023 - Current
Patient Experience Coordinator
Heart Song Memory Care
03.2019 - 11.2023
Seneca High
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