Madeline Garcia
Newton,MA
Summary
Professional trainer and communicator, experienced in interactive curriculum development, training and mentoring for diverse audiences, including teams and individuals. Seasoned youth leader, adept at organizing and implementing youth programming, including five years as an active parent with the BGCB after school program and as an ELL teacher. Experienced leader in project management, quality improvement and customer service. Proven management skills and extensive operations experience. Bilingual Fluent English/Spanish, translation. Proficient in Microsoft Office (Word, Excel, Power Point). Medical Terminology.
Overview
35
35
years of professional experience
Work History
Concierge
Wingate Residences at Needham
11.2023 - Current
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Donor Coordinator Development
Hebrew SeniorLife
01.2017 - Current
- Manage donor database, Luminate (Donation Tracker)
- Process and enter donor gifts and data into our database, Raiser's Edge
- Process acknowledgement letters, tax receipts for donors at all levels
- Assist donors on the phone and via email to answer questions, record donations, and obtain missing donations or donor information
- Distribution of financial reports including, but not limited to, gift/pledge logs monthly reports
- Attends and supports donor events as required
- Maximized donation revenue by efficiently managing gift processing and ensuring accurate recordkeeping.
ELL Teacher
Boys and Girls Club of Boston
01.2017 - 01.2021
- Provide translation and interpretation services for Spanish-speaking families
- Create a positive atmosphere while ensuring the safety and inclusion of all attendees
- Adapted instructional strategies to meet the varying needs of each learner, ensuring equitable access to content for all students.
- Established a safe learning environment by promoting inclusion, respect, and empathy among students.
- Supported student growth in English language acquisition through targeted instruction and assessments.
- Implemented differentiated instruction techniques, tailoring lessons to address individual student strengths and weaknesses.
- Promoted cultural sensitivity in the classroom by incorporating diverse materials and discussions into lessons.
- Evaluated student performance regularly through assessments and observations, offering constructive feedback to promote growth.
- Improved student literacy by implementing novel teaching methods and engaging lesson plans.
- Enhanced communication skills among ELL students with focused speaking and listening exercises.
- Educated students in basics of English grammar and conversational speaking.
Patient Access Supervisor
Beth Israel Deaconess Medical Center
01.2011 - 01.2016
- Reporting Structure 23 direct reports
- Responsible for directing, planning, coordinating the registration department staffs day-day operations and standards of the department to ensure efficient registration
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Utilize strong interpersonal and communication skills to motivate and mentor staff with a focus on increasing productivity.
Registration Supervisor
Dana Farber Cancer Institute
01.2008 - 01.2011
- Led a team of 16 registration staff across 4 clinics, providing ongoing training and professional development opportunities.
- Implemented quality control measures to minimize errors and maintain compliance with regulatory standards.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality standards within the department.
- Reduced wait times for patients by optimizing staff scheduling and resource allocation.
- Actively participated in hospital-wide initiatives aimed at improving overall operational efficiency and patient satisfaction levels.
- Performed one-on-one reviews with staff to identify areas for quality and productivity improvement
- Coordinated cross-training initiatives to ensure adequate coverage during peak times or staff absences, increasing overall productivity.
- Promoted a positive work environment through clear communication, effective leadership, and recognition of employee achievements.
- Mentored new staff members, providing support and guidance to help them achieve success in their roles.
- Attend weekly, monthly Team Forums for up to date hospital and insurance information
- Increased patient satisfaction scores with improved communication and timely service.
- Served as a subject matter expert on registration processes, providing consultation to other departments as needed.
Family Liaison Coordinator
Brigham & Women's Hospital
01.1997 - 01.2008
- Liaison for Families and Surgeons to provide communication between both parties
- Updated families on the progress of surgeries and provided emotional support
- Provided interpreter services for Spanish speaking families
Lead Referral Coordinator
Brigham & Women's Hospital
01.1995 - 01.2008
- Supervised and trained a team of 8 call center coordinators, facilitating good customer service interaction, accuracy and technical proficiency, operational effectiveness and teamwork
- Assisted department manager in developing and implementing team initiative and projects designed through the marketing department to increase hospital services awareness and build collaborations with outside medical institutions
- Enhanced referral process efficiency by streamlining workflows and improving communication between departments.
- Increased patient satisfaction by ensuring timely and accurate referrals to appropriate healthcare providers.
Senior Payroll Clerk
Tufts Medical Center
01.1993 - 01.1995
- Processed weekly payroll and coordinated employee enrollment on withholdings and benefits
- Prepared year end audit and processing of W-2's
- Prepared and transmitted any changes, and verification of all records
- Created and maintained payroll process documentation
Human Resources Coordinator
Tufts Medical Center
01.1990 - 01.1993
- Managed all functions of the recruitment process, including prescreening applicants, interviewing, checking references and monitoring candidate completion of key documentation
- Coordinated interviews with managers and prospective candidates
Education
diploma -
Brighton High School
Brighton, MASkills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Excellent multitasking
- Proactive attitude
- Training and mentoring
- Team supervision
- Polite telephone etiquette
- Detail-oriented approach
- Telephone etiquette
Accomplishments
- BPS School Site Council member at the Sumner Elementary School, collaborated with faculty, parent/family, administration and other community participants. We worked together and shared the responsibility and accountability for school improvement, better student performance, increased satisfaction among professional educators.
- Implementation and training of the New Patient Referral Line for the Dana Farber/Brigham and Women's Cancer Center
- Development of the Registration Pipeline program at Beth Israel Deaconess Medical Center (BIDMC), which facilitates career growth for employees
- Member of the Diversity, Equity, Inclusion and Belonging advisory group. Assisted with the development of an LMS Training Module within the workplace
Languages
Spanish
Native or Bilingual
Timeline
Concierge
Wingate Residences at Needham
11.2023 - Current
Donor Coordinator Development
Hebrew SeniorLife
01.2017 - Current
ELL Teacher
Boys and Girls Club of Boston
01.2017 - 01.2021
Patient Access Supervisor
Beth Israel Deaconess Medical Center
01.2011 - 01.2016
Registration Supervisor
Dana Farber Cancer Institute
01.2008 - 01.2011
Family Liaison Coordinator
Brigham & Women's Hospital
01.1997 - 01.2008
Lead Referral Coordinator
Brigham & Women's Hospital
01.1995 - 01.2008
Senior Payroll Clerk
Tufts Medical Center
01.1993 - 01.1995
Human Resources Coordinator
Tufts Medical Center
01.1990 - 01.1993
diploma -
Brighton High School
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