Melissa Puentes
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
16
16
years of professional experience
Work History
Manager, Patient Program Services
National Jewish Health
03.2022 - Current
- Manage and develop staff by providing leadership, guidance, and resources, including recruitment, training, and performance evaluation
- Ensure a high-quality and coordinated patient experience by collaborating with various departments and teams
- Build strong relationships with physicians, nurses, and ancillary managers to enhance program effectiveness
- Develop and provide reports to support departmental and institutional goals, offering feedback to staff and leadership
- Optimize workflows and implement new processes to enhance departmental efficiency and overall customer service
- Develop policies and procedures to guide service provision and ensure adherence to organizational policies
- Periodically review and make recommendations for changes as necessary.
Physician Scheduling Supervisor
National Jewish Health
09.2020 - 03.2022
- Accountable for supervision of 4 employees who maintain schedule templates for ancillary departments
- Performs, coaches, reports on Quality Assurance of team to include schedule builds for accuracy prior to release to scheduling
- Work with ancillary departmental managers to ensure availability to meet patient demand in a timely fashion
- Responsible for solving scheduling issues with physicians and divisional leadership.
Executive Patient Ambassador
National Jewish Health
11.2019 - 09.2020
- Serve as the primary contact and clinic liaison for the patient before, during, and after their visit
- Build relationships with the clinical and ancillary teams to coordinate patients’ schedules effectively
- Work with financial teams to secure financial integrity for our patients.
Clinical Procedures Coordinator, Pool
National Jewish Health
08.2018 - 11.2019
- Sets up and maintains physician schedule templates in QES Scheduling System
- Conduct regular audits on the team’s works, to ensure that all request were being completed to the best of our abilities
- Maintain communication with patients to keep them appraised of status of their appointments
- Build and maintain relationships among physicians, nursing, and practice manager to ensure open communication.
Physician Scheduling Supervisor
National Jewish Health
11.2017 - 08.2018
- Accountable for supervision of 4 employees who maintain schedule templates for ancillary departments
- Performs, coaches, reports on Quality Assurance of team to include schedule builds for accuracy prior to release to Scheduling
- Work with ancillary departmental managers to ensure availability to meet patient demand in a timely fashion
- Responsible for solving scheduling issues with physicians and divisional leadership.
Call Center Supervisor
08.2016 - 11.2017
- Supervise 20+ incoming call center representatives as direct reports
- Responsible for recruiting, selecting, training, orienting, and mentoring direct reports
- Evaluate staff performance and determine merit increases, promotions, and disciplinary actions
- Analyze, communicate, assess, and quantify departmental performance statistics
- Develop and arrange staff schedules for maximum and efficient coverage.
Administrative Services Training Specialist
12.2014 - 08.2016
- Train new employees on Administrative Services applications including Tempus, AllScripts, Affinity, and Passport
- Analyze staff training needs and develop and implement departmental training materials
- Perform new staff competency reviews within 90 days of hire date
- Participate in Administrative Services supervisor coverage as needed
- Audit Clinical Program Coordinators group and provide process improvement analysis.
Physician Scheduling Representative
03.2008 - 12.2014
- Work closely with physicians and department heads to open, close, and build doctors schedules for several departments
- Run error reports for the call center
- Troubleshoot scheduling conflicts directly with doctors
- Responsible for scheduling various procedures such as colonoscopies, EGD, bronchoscopies, pulmonary and cardiology testing
- Arrange anesthesiology for procedures in MIDC.
Education
Skills
- Strategic Planning
- Policy Implementation
- Staff Development
- Team Leadership
- Schedule Preparation
- Staff Management
- Complex Problem-Solving
- Employee Training and Development
- Performance Evaluations
- Time Management
- Customer Relationship Management (CRM)
- Coaching and mentoring
- Verbal and written communication
- Schedule optimization
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
“If you're always trying to be normal, you will never know how amazing you can be.”
Maya Angelou
Timeline
Manager, Patient Program Services
National Jewish Health
03.2022 - Current
Physician Scheduling Supervisor
National Jewish Health
09.2020 - 03.2022
Executive Patient Ambassador
National Jewish Health
11.2019 - 09.2020
Clinical Procedures Coordinator, Pool
National Jewish Health
08.2018 - 11.2019
Physician Scheduling Supervisor
National Jewish Health
11.2017 - 08.2018
Call Center Supervisor
08.2016 - 11.2017
Administrative Services Training Specialist
12.2014 - 08.2016
Physician Scheduling Representative
03.2008 - 12.2014
Similar Profiles
Anne WaugamanAnne Waugaman
Nurse Practitioner at National Jewish HealthNurse Practitioner at National Jewish Health
Niccolette SchaunamanNiccolette Schaunaman
Laboratory Manager at National Jewish HealthLaboratory Manager at National Jewish Health
Michelle Rae BalintMichelle Rae Balint
Supervisor Desktop Support Specialist at National Jewish HealthSupervisor Desktop Support Specialist at National Jewish Health
Em Hilton-NickelEm Hilton-Nickel
Medical Assistant at National Jewish HealthMedical Assistant at National Jewish Health
Amanda G. WorkemanAmanda G. Workeman
Program Coordinator, Patient and Visitor Services at Johns Hopkins HospitalProgram Coordinator, Patient and Visitor Services at Johns Hopkins Hospital