Ladia Smith
Detroit,MI
Summary
Compassionate and resourceful Care Navigator Specialist with 17+ years of experience in healthcare support roles, specializing in patient advocacy, care coordination, and process navigation.
Overview
18
18
years of professional experience
Work History
Care Navigator Specialist
Ascension Medical Group
01.2022 - Current
- Scheduled, rescheduled, and canceled 100+ patient appointments weekly, ensuring accuracy and timeliness across multiple service lines
- Guided 50+ patients/month to appropriate specialty care providers, improving access and care coordination
- Connected patients with community and internal resources, resulting in a 25% increase in follow-up appointment adherence
- Maintained and supported Bridge platform operations, ensuring seamless patient-provider communication and case continuity
- Updated and maintained 100% accuracy in roster documentation for multiple care teams, enabling real-time workflow alignment
- Utilized Dash and Athena with expert-level proficiency to streamline workflows, resulting in a 30% reduction in appointment errors
- Conducted detailed audits of 10+ resource documents/month, contributing to improved compliance and up-to-date support tools
- Led and participated in multiple Dash audit projects, identifying workflow inefficiencies and improving system utilization by 40%
- Delivered concierge-level scheduling services, managing complex appointment workflows for high-priority patients
- Applied foundational knowledge of Google Sheets and Excel to track metrics, compile data reports, and support process improvements
Patient Care Technician
Ascension Medical Group
02.2017 - 01.2022
- Telemetry & ECG Monitoring: Monitored and interpreted EKGs for 30+ patients per shift, quickly identifying arrhythmias and notifying providers to prevent critical events.
ICU Patient Support: Assisted with direct care and observation of critically ill patients in the MICU and Step Down ICU, contributing to 90%+ compliance with hourly rounding and care protocols.
Unit Secretary (HUC) – Step Down ICU: Managed 40+ daily provider orders, coordinated patient transfers, and maintained accurate documentation, improving workflow efficiency by 25%.
Clerical Duties: Performed daily administrative tasks including charting, filing, and physician communication, supporting a team of 10+ nurses and doctors per shift.
Vital Signs & Glucose Monitoring: Accurately monitored and documented vitals and blood glucose for 20–25 patients per day, supporting timely interventions and insulin management.
ECG Machine Operation: Operated and maintained 3+ types of ECG equipment, ensuring proper calibration and minimal downtime, resulting in 100% diagnostic readiness.
Certified Nursing Assistant
Henry Ford
07.2007 - 10.2015
- Assisted 10–15 assigned patients daily with Activities of Daily Living (ADLs), including bathing, grooming, mobility, and hygiene.
Accurately documented 100% of patient ADLs in electronic medical records, ensuring timely communication with nursing staff.
Supported patient nutrition by delivering meals, assisting with feeding, and monitoring intake for up to 15 patients per shift.
Fostered strong rapport with patients by spending meaningful one-on-one time, contributing to improved emotional well-being and patient satisfaction scores.
Maintained a 98% patient care satisfaction rate through compassionate care, attention to detail, and consistent support.
Collaborated with interdisciplinary teams to ensure high-quality care, reducing patient incident reports by 15% over six months.
Education
No Degree - Surgical Technology
Wayne County Community College
Detroit, MI09-1999
High School - General Studies
Finney High School
Detroit, Michigan01.1992
Skills
- Champion a positive consumer and provider experience, ensuring compassionate, high-quality patient interactions at every touch point
- Expert in navigating and utilizing the Knowledge Base (KB) to locate accurate, timely information for patient and team support
- Conduct thorough research on orders, referrals, and scheduling discrepancies, helping streamline workflows and avoid delays in care
- Proactively support the care team in resolving complex scheduling issues, contributing to reduced appointment errors and improved patient satisfaction
- Actively shadow colleagues to enhance quality assurance (QA) practices and refine communication techniques
- Support the onboarding and training of new Care Navigators, contributing to faster ramp-up times and higher retention
- Delivering exceptional verbal communication and patient-first care in both Primary Care and Specialty markets ( Pulmonology and Cardiology)
- Currently serve as Backup Lead for Cardiology, providing leadership support and operational continuity when needed
- Strong understanding of medical terminology, paired with the ability to thrive in fast-paced, high-volume environments
- Eager to take on additional responsibilities and special projects, with a consistent track record of driving team improvements and process optimization
Awards
BLS Certification, Certified Nursing Assistant(CENA)
Timeline
Care Navigator Specialist
Ascension Medical Group
01.2022 - Current
Patient Care Technician
Ascension Medical Group
02.2017 - 01.2022
Certified Nursing Assistant
Henry Ford
07.2007 - 10.2015
No Degree - Surgical Technology
Wayne County Community College
High School - General Studies
Finney High School
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