Michael Capo
Stratford,Connecticut
Summary
Dynamic healthcare professional with extensive experience at Yale New Haven Hospital, adept in patient care and administrative support. Excelled in enhancing patient satisfaction and streamlining operations. Proficient in EPIC and bilingual communication, significantly improving service delivery and operational efficiency. Promoted within a year for exceptional performance and dedication to patient advocacy. Certified Nursing Assistant with experience serving chronically ill patients, including assisting with daily living activities and household tasks. Patient and highly compassionate. Skilled at operating within long-term care environments or outpatient centers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Patient Experience - Guest Service Ambassador
Yale New Haven Hospital
New Haven, CT
04.2019 - Current
- Responsible for providing guidance/directions to patients and visitors, including department locations and visiting inquiries
- Partner with Protective Services to ensure safety and confidentiality of patients
- Manage multiple information desks and ensure patients and visitors are attended to in a timely manner
- Provide patient verification for multiple information desks, including patient restriction protocol
- Provide wheelchair assistance including transportation for patients and visitors
- Issue service recovery such as food and parking vouchers to ensure customer satisfaction
Patient Care Technician
Saint Vincent Medical Center
Bridgeport, CT
06.2024 - Current
- Recorded patient conditions and vital signs before and after medical operations.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Planned and served meals and snacks to patients according to prescribed diets.
- Organized supplies in order to maintain adequate stock levels throughout shift.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
Patient Experience - Senior Administrative Assistant
Yale New Haven Hospital
New Haven, CT
02.2017 - 04.2019
- Responsible for supporting the Volunteer Service, Patient Relations and Patient & Family Engagement (PFAC) departments
- Actively participated in the Volunteer Service programs for adults, high school and college students, including interview process, application and health record management
- Managed multiple departments mailbox and online feedback submissions and ensured all inquiries were addressed in a timely manner
- Responsible for department's billing/accounts payable through the usage of INFOR
- Provided cross-campus coverage for Patient Relations associate position on SRC
- Coordinated a multitude of office procedures to ensure the departments operate efficiently and effectively
ED - Registrar /Outpatient Access
Yale New Haven Hospital
New Haven, CT
12.2015 - 02.2017
- Responsible for patient registration in the Emergency Department (EDR) for multiple campus locations
- Provide coverage to the Admitting Department including greeting guests and visitors, granting visitor passes, answer incoming calls, provide directions and communicate restrictions
- Perform patient registration duties while following proper protocol regarding patient identification
- Track outstanding patient registration and ensure all patients are registered in a timely manner prior to discharge
- Ensure patient registration is accurately entered in EPIC system including demographic, insurance and financials
- In depth knowledge of insurance carriers, options and billing requirements in order to ensure accurate patient billing
- Perform insurance verification eligibility via Experian, identify copayment balances and collect outstanding copayments upon registration
- In depth knowledge of hospital's operations, policies, procedures and the handling of highly confidential information
Patient Representative Specialist - Hospital Management
Montefiore Medical Center
Bronx, NY
04.2013 - 09.2015
- Responsible for problem resolution, interventions and maximizing patient satisfaction
- Ensured that emergency room staff are exhibiting the upmost respect and excellent customer service to patients
- Managed patient emergency room admittance time using WellSoft software and ensured patients were attended to in a reasonable time frame
- In depth knowledge of hospital's operations, policies, procedures and handling of highly confidential information
- Prepared reports for management regarding patients' experience and leveraged data to strategize plans of action to improve quality of service
- Coordinated and managed meetings between staff and families to ensure clarity and understandings of matters
- Assisted managers in counseling staff for adherence to Montefiore Protocols of Excellence
- Advised patients and their families on the Patient Bill of Rights and on the hospital's policies and procedures
- Tracked outstanding customer complaints in MIDAS software and ensured complaints were closed out within a reasonable time frame
- Drafted correspondences responding to grievances via letter mandated by the New York Department of Health regulations and CMS guidelines
- Responded to patients' needs, requests and concerns as appropriate in the emergency room
- Investigated and escalated complaints to appropriate hospital staff and documented findings as per protocol
Education
Associates Degree - Liberal Arts
Gateway Community College
New Haven, CT05.2022
Bachelors of Science - Nursing
University of Bridgeport
Bridgeport, CTSkills
- Microsoft Word
- Excel
- PowerPoint
- Outlook Email
- EPIC
- INFOR
- RL Solutions
- Fluent in Spanish
- BCP - Bilingual Competency Program
- Zoom
- Microsoft Edge
- Google Chrome
- Microsoft Teams
Languages
Spanish
Professional
Certification
- BLS: Basic Life Support
- BCP - Bilingual Competency Program
Affiliations
- Proud Member of Student Nurses Association.
References
References available upon request.
Timeline
Patient Care Technician
Saint Vincent Medical Center
06.2024 - Current
Patient Experience - Guest Service Ambassador
Yale New Haven Hospital
04.2019 - Current
Patient Experience - Senior Administrative Assistant
Yale New Haven Hospital
02.2017 - 04.2019
ED - Registrar /Outpatient Access
Yale New Haven Hospital
12.2015 - 02.2017
Patient Representative Specialist - Hospital Management
Montefiore Medical Center
04.2013 - 09.2015
- BLS: Basic Life Support
- BCP - Bilingual Competency Program
Associates Degree - Liberal Arts
Gateway Community College
Bachelors of Science - Nursing
University of Bridgeport
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