Kori Berardino

Oversaw the outpatient clinical services at Brigham and Women's Hospital main campus, Braintree campus, and Faulkner campus for the Division of Rheumatology. Supported over 40 clinicians and approximately 30K visits annually.

Personnel Management: Managed teams of support staff at three separate locations. Responsible for hiring, mentoring, performance management including feedback, appraisals and corrective action as needed.

Customer Service: Delivered exceptional customer service to patients and families as demonstrated by consistently high scores on patient satisfaction surveys. Provided feedback and coaching to team when areas for improvement identified. Responsible for managing difficult patient interactions in-person, by phone, or in writing. Worked closed with Patient and Family Relations or Social Work if needed and as appropriate. Worked with support staff to coach them in handling these challenging situations independently when possible. Responsible for service recovery when our practice/team did not meet patient expectations.

Clinical Operations: Managed daily operations for three outpatient practices. Ensured adequate staffing for medical assisting, check in/check out, and phone scheduling. Managed provider schedules to optimize access. Served as liaison between providers, staff and other hospital departments to meet the needs of the Division and meet expectations as directed by Department/Hospital/Healthcare System and outside entities (JCAHO, DPH). Participated in several committees/programs including the planning for relocating to a new clinical space built in 2015. Helped to develop/design floor plan to meet the needs of practice.

• Managed daily practice operations for the Division of Rheumatology at Brigham and Women's Hospital main campus.
• Facilitated communication between staff members and clinicians.
• Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.

Supervised the practice secretaries at the main campus Brigham and Women's Hospital Division of Rheumatology. Worked closely with the Practice Administrator to address concerns.

Managed the outpatient encounter forms to submit to the billing team.

Performed all duties of the Practice Secretary when necessary.

Managed provider schedules (opening/closing templates)

• Scheduled/rescheduled/cancelled appointments. Took complete messages for providers from patients via phone.
• Greeted patients upon arrival and completed check in. Alerted provider of patients' arrival.
• Scheduled follow up appointments, various studies, other specialty appointments as directed by provider at completion of visit. Provided patients with clear directions about next steps.