Laura Caterina Contrafatto

As a manager and program assistant I serve as the principle assistant to the Program Manager
in the planning, development, coordination, implementation, and evaluation of the major operations of the
EDIS program. The position entails performing various clerical, managerial, and administrative duties
encompassing EDIS multidisciplinary services in support of EDIS clinicians, in addition to minor
administrative support for the Audiology Department.
I perform a variety of analytical, managerial, and administrative functions within the Special Needs Program Management Information System (SNPMIS) EMR and database system, for virtual health services provided by EDIS department clinicians (entailing the use of various media and internet resources), and in collaboration with other facility departments to facilitate periodic Developmental Pediatrician visits.
Duties involve the use of multiple automated programs and software such as databases, spreadsheets, and graphics in support of the clerical, administrative, and patient appointment/referral work.
Independently plans and performs complex office automation duties requiring different approaches
and methods from one assignment to another, such as using different packages. Establishes, updates, and maintains office records of various types that are utilized in assisting
efficient clerical and procedural operations of the department, and in communicating requirements and
instructions to other staff members assigned to the organization.

Operates as the Quality Assurance and Performance Improvement representative for the
department, responsible for arranging appropriate trainings for department staff, facilitating department
project initiatives in collaboration with staff members, and monitoring the effectiveness of those initiatives.

As training representative for the department, assists the Supervisor in ensuring that department
staff members remain in compliance with command training requirements, monitoring various online tools
associated with assigned training.

- Answer 70+ incoming calls or in person patients per day and consistently meet targets for call length and call waiting times.
- Book an average number of 7000 appointments per year, field acute requests and coordinate with doctors and nurses of different departments.
- Primary entry screening during COVID-19 contingency operations in order to direct patients appropriately.
- Receives and responds to inquiries from patients concerning variety of medical, personal and administrative matters.
- Provide accurate and detailed instructions to patients in order to properly prepare for certain scheduled outpatient visits, such as any fasting lab work, x-ray, colonoscopy, etc. necessary before the appointment.
- Coordinates follow-up appointments with all clinics, including follow-up after an Emergency Room visit or hospitalization.
- Daily administration of Composite Health Care System (CHCS) and Patient appointment scheduling (PAS) for primary and specialty clinics.
- Administer, arrange and modify provider schedules and templates to include Audiology, Medical Homeport, OB/Gyn, Optometry, General Surgery, Pulmonary function test, Laboratory, Immunization and visiting specialists.
- Ensure that schedules are updated and loaded in advance and according to ATC standards.
- Coordinate Medical Treatment Facility (MTF) referrals, work collaboratively with the local Tricare Service Center to ensure efficiency,accuracy and completion of required referred appointment booking. In addition, assist with consult processing for aeromedical evacuation, internal referral for specialty clinics, consultation request.
- Daily track of compliance metrics, make corrections to keep facility within the standard requirement and generate reports on those processes to support practice management.
- Create and maintain clinic, provider and appointment type in PAS.
- Coordinate daily and unexpected changes of clinic schedules for patient rescheduling and provider or facility cancellations. Use provider transfer function in order to move patients to another provider when a provider is not available.
- Run reports in Composite Health Care System (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA) and Referral management (RMS).
- Prepare charts and files with sensitive information about patients, workload of departments and pending referrals.
- Keep focus on privacy regulations and maintaining operational security and compliance with privacy laws and Health Insurance Portability and Accountability Act (HIPAA).
- Management of patients requests in several different languages English, Italian, Spanish and French.
- Redaction and submission of No-Show patients' letters.
- Create, correct and manage the reports and mail flow about Hospital specific matters.

- Improvement and enhancement of medical knowledge and language skills with efficiency and high medical translation competencies.
- Provide assistance concerning patients eligibility and registration at Navy Medicine Readiness & Training Command, verify ID status and current demographics of all patients requesting an appointment in accordance with current eligibility verification policy and guidelines.
- Inventory management and accountability of office equipment.
- Maintain updated medical files on local computer systems AHLTA and CHCS.
- Coordinate with providers and nurses of medical treatment facility in order to maximize clinic capacity
- Redaction of End of Day report for both Sigonella and Souda Bay, interaction with providers in order to correct discrepancies and maintain high standards of compliance.
- Training of new clinical staff on booking appointments in PAS, equipment use and related activities.
- Use of multiple types of software as calendar, spreadsheets, database, word processing to create, copies, edits, stores, retrieve and print a variety of correspondence and documents.

- Accurate and efficient process of transaction in a fast-paced environment with simultaneous introduction of products and services that met customers’ needs and encouraged customers to expand their relationship with Community Bank.
- Perform teller duties, accurately and efficiently process transactions such as customers and organizations deposits or withdrawals, check cashing in multiple currencies, dual currency conversions, service ATMs and solve any problem regarding financial matters.
- Used active listening techniques to elicit customers’ needs and identify referral and upselling opportunities
- Development of trust relationships with customers and provide an outstanding personalized service.
- Assist every customer with inquiries and/or problem resolution in a professional and composed manner.
- Trainer and mentor of 2 new employees, explanation of company’s procedures and regulations.
- Opening and closing accounts, order debit and ATM cards, provide help in order to enroll and set up payments on the online banking and mobile app.
- Provide information and educate customers in self-service technologies.
- Dispute card’s incorrect or fraudulent transactions, management of identity thefts situations.
- Build, develop and maintain partnership with teammates and specialists in order to maximize effectiveness and serve customers in the most appropriate way.
- Submit card dispute requests and establish new loans.
- Update and follow the established policies, procedures and guidelines to protect both customers and the company.
- inventory management and accountability of banking products and office equipments.
- management of funds order and monthly average expenditure evaluation.
- Daily Flexible schedule and on-call for any critical situation.

- Provided outstanding concierge services in several Holiday homes with capacity of 14 guests.
- Lead a team of 4 people, taking on training and onboarding and ensuring the highest levels of customer service.
- Annual achievement of rewards for best customer service experience and hosting.
- Negotiated special guests’ rates with customized discounts and exclusive offers.
- Compliance with national and regional law and constant update on changing regulations.
- Performed a variety of general admin tasks including handling utilities and taxes payments.
- Logged in and filed incoming documents and client information whilst adhering to GDPR requirements.
- Worked in partnership with local businesses to provide goods and services to guests.
- Administration of multiple online booking platforms and supervision of calendars.
- Arrangements of employees’ work schedule and management of payrolls.
- Creation of annual financial plans and marketing strategies.

- Recruited and onboarded new staff to meet performance standards.

- Conducted staff appraisals and evaluations, fostering continuous improvement and development.

- Establish relationship of trust and understanding with challenging students to aid learning.
- Improvement of the English grammar knowledge and gain of confidence in order to develop every student ability.
- Established a group of six students from 27 to 55 years old with different English levels.
- Created a customized program for the class that deepened into the English basic grammar and the different lexical areas through the use of different tools such as English grammar books, English students' books, movies, songs and pictures.
- Review and explanation of different lexical areas starting from the most common scenarios such as the work environment and going to other more complicated fields.
- Students’ formation on daily work operations such as how to write an email or an essay and how to deal with the customers over the phone.
- Incorporated up-to-date tech enhancements in delivering lessons, including extensive use of interactive white boards.
- Used energetic and engaging teaching methods to ensure students remained disciplined.
- Deep study of grammar subjects : articles, pronouns, question words, word formation (adj. adv., etc.) pronunciation, sentence structure, simple present, present continuous, past perfect, futures, modal verbs, regular and irregular verbs, conditionals, direct and indirect discourse.
- Final improvement of students’ level from A1/A2 to a B1/B2 language level.

• Managed conversational flow without dominating or intruding.
• Consulted specialised dictionaries, thesauruses and reference books, identifying closest equivalents for nuanced terminology, words and phrases.
• Maintained understanding of slang, regional differences and informal speech to offer services to broad client base and translate nuances.
• Processed and imparted information swiftly, relaying intentions, emotions and tone in interpretations.
• Offered cultural input to speakers, assisting parties speaking different languages communicate.
• Collaborated with colleagues to compile helpful information into organised glossaries for regular referencing during translation process.