Krystal Torres
La Mesa,CA
Summary
. Healthcare Administrator with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
20
20
years of professional experience
Work History
Hospital Unit Coordinator
Kaiser Permanente
01.2021 - Current
- Registered newborn babies
- Fulfill requests through active listening and analytical decision making, completing transactions according to procedures, and forwarding requests utilizing basic understanding of clinical KP operational workflow and serving as liaison between patients and nurses.
- Provided care for 30-patient unit, coordinating day-to-day hygiene, feeding and quality of life functions
- Identified and facilitated resolution of unit operational problems independently, collaborating with manager to resolve complex problems.
- Received physicians and visitors on unit, identifying, acknowledging and responding to patient, physician and staff needs to meet operational and care needs of parties.
- Achieved appropriate patient flow by admitting, transferring and discharging patients in computer system and notifying appropriate personnel of patient status verbally and through signage.
- Employed effective communication with patients and families, physicians and other healthcare team members related to patient condition.
- Prioritized safe care for patients, staff and visitors.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Input complete and accurate patient record and identity of physician of record on computer and patient chart to facilitate appropriate routing of patient information to correct physician
- Responded to patient call lights to expedite appropriate follow-through
- Assembled and maintained patient medical records and other documents related to patient care
Call Center Service Representative
Kaiser Permanente
01.2008 - 01.2021
- Provide comprehensive customer service to KP patients via telephone
- Answer inquiries by clarifying desired information; researching, locating, and providing information
- Schedule appointments with physicians specializing in Primary Care, Pediatrics, Dermatology, OB/GYN, and Urgent Care
- Fulfill requests through active listening and analytical decision making, completing transactions according to procedures, and forwarding requests utilizing basic understanding of clinical KP operational workflow and serving as liaison between patients and physicians
- Communicate daily with medical personnel (front office staff, nurses, physician assistants, and physicians), membership services, central eligibility unit, and specialty clinics
- Work within Lotus Notes and KPHC scripts for symptom-based workflow guidelines and utilize knowledge of KP workflow, critical thinking, and independent judgment for next course of action
- New Member Entry Specialist
- Continually advance knowledge by participating in trainings.
- Trained new personnel regarding company operations, policies and services
- Met customer call guidelines for service levels, handle time and productivity
- Exhibited high energy and professionalism when dealing with clients and staff
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Call Center Representative/Manager
LAIDLAW TRANSIT SERVICES INC
01.2005 - 01.2008
- Schedule transportation for elderly and disabled throughout San Diego
- Contacted clients to confirm their schedules and assisted them with rescheduling when needed
- Data Entry of drivers’ manifests, client information, and overall employee performance
- Distributed Employee payroll checks
- Resolved Customer complaints and requests
- Payroll substitute, counting all revenue and recording it
- Managed group of 15 employees
- Assisted with corrective action and training programs.
- Cross-trained and backed up other customer service managers
- Investigated and resolved accounting, service and delivery concerns
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Followed up with customers about resolved issues to maintain high standards of customer service
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Investigated and resolved customer inquiries and complaints quickly
- Maintained up-to-date knowledge of product and service changes
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Implemented and developed customer service training processes
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Courtesy Clerk/Cashier
ALBERTSONS
01.2005 - 01.2006
- Responsible for customer service
- Worked cash register
- Stocked merchandise
- Merchandise Inventory.
- Lifted up to 10 pounds at once
- Collected more than 50 shopping carts from parking lot daily and cleaned and dried soiled and wet carts
Education
MBA - Healthcare Management
Colorado Technical University
San Diego, Ca01.2023
Bachelor of Science - Health Care Management
Colorado Technical University
San Diego, CA01.2021
Associate of Arts Degree - Health Care Admin.
University of Phoenix
San Diego01.2016
High School Diploma -
Grossmont High School
La Mesa, CA06.2005
Skills
- PC: Microsoft Office (Word, Excel, PowerPoint)
- KP HealthConnect
- Lotus Notes
- Customer service expertise combined with business leadership experience Focused on developing career in business management
- Strong working knowledge of KP HealthConnect including KPHC, Lotus Notes and features workflow of medical record documentation, scheduling, sending messages and registration
- Strengths include meticulous attention to detail, planning/organization, and customer service High computer proficiency and able to learn new programs quickly
- Analytically minded reviewing information and interpret quantitative and qualitative analyses including financial data and operational metrics
- Positive, professional, and personable team player with effective interpersonal, verbal, and written communication skills Self-motivated, outgoing, responsive to constructive criticism
- Proven ability to lead team to reach high productivity and quality while increasing team morale through motivation and recognition
- Medical Terminology
- Employee Coaching
- Appointment Scheduling
- Staff Scheduling
Timeline
Hospital Unit Coordinator
Kaiser Permanente
01.2021 - Current
Call Center Service Representative
Kaiser Permanente
01.2008 - 01.2021
Call Center Representative/Manager
LAIDLAW TRANSIT SERVICES INC
01.2005 - 01.2008
Courtesy Clerk/Cashier
ALBERTSONS
01.2005 - 01.2006
MBA - Healthcare Management
Colorado Technical University
Bachelor of Science - Health Care Management
Colorado Technical University
Associate of Arts Degree - Health Care Admin.
University of Phoenix
High School Diploma -
Grossmont High School
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