Marcus Love

• Perform non-clinical rounding on patients and families to mitigate issues that impact the patient experience during their registration process.

•Consult and collaborate with colleagues, supervisors, and other health care providers to improve the quality, effectiveness, and efficiency of patient care.

•During staff shortages, complete full patient registration duties across 19 patient access points to include scheduling, insurance verification, and patient collections.

•Complete patient safety, quality assurance, and AIDET competency assessments on 50 Patient Access Reps.

•Monitor patient satisfaction scores through Press Ganey Surveys and other KPIs and provide weekly details reports to leadership on opportunities for improvement.

• Led a team of 5 in processing equal opportunity and sexual harassment complaints.
• Trained employees on equal opportunity laws and provided avenues for reporting violations.
• Conducted surveys and evaluated findings to determine existence of systematic discrimination.
• Interviewed personnel involved in discrimination and equal rights complaints to collect information, outline grievances and mediate conflicts
• Assisted the Commanding Officer in assessing, planning, implementing and evaluating the Command Equal Opportunity program.

• Demonstrated ability to lead healthcare team of 20 direct reports in daily operational activities to include staff scheduling, performance evaluations, and counseling.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Managed operations in accordance with budget requirements.
• Maintained functionality and organization of medical treatment areas and provisions, including equipment maintenance.