Laura Hampton
Chicago,IL
Summary
Reliable Manager with a high level of ownership and initiative. Exceptional work ethic and a desire to exceed company expectations. Skilled in building productive working relationships. Successful in fast-paced, deadline-driven environments for managing goals and team development. Thrives in team-oriented environments.
Overview
20
20
years of professional experience
Work History
Manager of Access Patient Service Center
Northwestern Medicine
Chicago, USA
11.2019 - Current
- Streamlined the support system process ensuring efficient functioning of various departments within patient care
- Ensures recruitment and retention of staff align with the organization's human resource plan.
- Trains and develops staff to optimize operational efficiency and effectiveness
- Matched staff members' talents and career interests with organizational opportunities
- Translate organizational visions into a service area that engages staff in contributing to and achieving the vision
- Engaged in cross-functional collaboration to enhance overall patient experience
- Collaborated with senior management to establish team performance objectives and tracked progress by interacting with staff, addressing disciplinary concerns, and offering constructive feedback
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Monitored staff performance and addressed issues.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Operations Coordinator Patient Service Center
Northwestern Medicine
Chicago, USA
02.2016 - 11.2019
- Provided assistance to Manager in managing operational functions
- Established lasting connections with customers through consistent meetings and effective communication practices.
- Analyzed operational efficiency and developed plans for enhancements
- Provided guidance for team members resulting in exceeding performance targets
- Proactively identified and resolved operational challenges
- Created and updated accurate operational documents to facilitate smooth workflow
- Modeled proper behavior in the workplace, following established procedures.
- Utilized expertise in EPIC system to streamline workflows
- Optimized patient access and satisfaction by effectively scheduling staff and allocating resources
- Assisted with the organization and execution of operational processes.
- Coordinated daily operations activities and assigned tasks to staff members.
- Maintained accurate records of all operational activities.
- Implemented safety protocols to maintain a safe working environment.
- Resolved customer service issues in a timely manner.
- Managed communications between departments to ensure efficient operations.
- Conducted training sessions for new employees on operational procedures.
- Trained, mentored and motivated employees to maximize team productivity.
Team Lead Admitting and Registration/CHAA
Northwestern Medicine
Chicago, USA
10.2014 - 01.2016
- Demonstrated leadership skills by modeling positive behaviors and promoting patients first approach
- Ensured sufficient coverage by actively overseeing staff schedules
- Provided cross-functional coverage for registration staff in various departments
- Facilitated preparation of material and agendas for staff meetings in coordination with Operations Coordinator
- Streamlined communication and facilitated efficient resolution of issues within the registration department.
- Took on delegated responsibilities when Operations Coordinator was absent.
- Managed and processed payments for services
- Ensured a positive experience for all clients, both internally and externally.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Trained new staff in relevant processes and procedures.
Patient Registration
Michigan OMS
West Bloomfield, USA
03.2013 - 10.2014
- Obtained and input accurate patient and insurance information
- Provided patients with treatment plans, estimated and collected insurance payments
- Managed multiple high volume phone lines
- Balanced daily receipts
PRR/Patient Registration Representative/CHAA
Northwestern Memorial Hospital
Chicago, USA
08.2008 - 03.2013
- Obtained, interpreted, and documented all pertinent financial and insurance information
- Scheduled studies for walk-in’s
- Entered diagnostic testing department orders within NMH computer system
- Assisted CT technologist with equipment preparation for CT procedures/testing
- Collected information on patients and relay information to CT technologist and Radiologist
Nuclear Medicine Assistant
William Beaumont Hospital
Royal Oak, USA
08.2006 - 05.2008
- Member of the multi-disciplinary team in monitoring the progress and resolving patient issues
- Performed Phlebotomy task on a daily basis
- Managed PACS system
Nursing Assistant
William Beaumont Hospital
Royal Oak, USA
04.2005 - 08.2006
- Consulted with family member and primary care physicians regarding patient treatment, needs and goals
- Assessed patient condition by monitoring vital signs, recording intake and output and placing TMS
- Recorded patient information by making entry in the patient journal
- Worked with patients on a medical/orthopedic floor
Education
Bachelors of Science - HealthCare Administration/Management
University of Phoenix
Phoenix, AZ01.2018
Skills
- Policy Implementation
- Performance Management
- Staff Development
- Operations Management
- Performance Evaluations
- Cross-Functional Teamwork
- Verbal and written communication
- Time Management
- Staff Training and Development
References
Available upon Request
References
References available upon request.
Timeline
Manager of Access Patient Service Center
Northwestern Medicine
11.2019 - Current
Operations Coordinator Patient Service Center
Northwestern Medicine
02.2016 - 11.2019
Team Lead Admitting and Registration/CHAA
Northwestern Medicine
10.2014 - 01.2016
Patient Registration
Michigan OMS
03.2013 - 10.2014
PRR/Patient Registration Representative/CHAA
Northwestern Memorial Hospital
08.2008 - 03.2013
Nuclear Medicine Assistant
William Beaumont Hospital
08.2006 - 05.2008
Nursing Assistant
William Beaumont Hospital
04.2005 - 08.2006
Bachelors of Science - HealthCare Administration/Management
University of Phoenix
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