Michelle De La Hoz
Miami,Florida
Summary
Organizational and detail orientated individual with exceptional leadership and interpersonal skills seeking to obtain a challenging leadership role applying creative problem-solving skills, adaptability, excellent quality assurance, and fine management skills in order to achieve optimum utilization of resources and maximization of profit.
Overview
9
9
years of professional experience
Work History
Supervisor
Baptist Health South Florida
01.2021 - Current
- Effectively and efficiently direct and oversee staff of over 100 employees, designing schedules, delegating and monitoring responsibilities and tasks among staff members to meet the needs of the department as well as the needs of the individual employees
- Establishing and developing meaningful relationships and partnerships with on-site staff in Baptist Health South Florida’s twenty Urgent Cares, three Express
- Cares, two Free-Standing Emergency Departments and remote Diagnostic Center as acting supervisor to collaborate on enhancing Patient Experience, solving any overlap issues for improving existing procedures while streamlining processes, long-range strategies, organizational goals, objectives and initiatives
- Partaking in the development and implementation of strategies to consistently organize and improve processes in order to support organizational objectives
- Assisting in the integration of programs, plans, strategies and processes to meet business goals such as maximising efficiency and accuracy with remote and on- site registration team and team onboarding
- Review and evaluate strategic organizational issues and identifying implementation recommendations by managing, evaluating and auditing workflow, productivity, and performance metrics while incorporating core employee engagement
- Becoming a subject matter expert for RevenueCycle, assisting with the development of training materials, exercises and Standard Operating Procedures called
- WINKS for established employees as well as new hires
- Assist in explanation of benefits, registration prrocesses, billing services and inputting correct individual patient health information for data retrieval, analysis and claims processing
- Responsible for entering patient encounters to the practice management billing application, inputting missing data or correcting incorrect patient encounters to ensure efficacy and timely billing processing
- Maintained daily reports, auditing patient encounters and advising senior leadership team in decision-making processes.
Patient Flow Coordinator
Baptist Health South Florida
01.2020 - 10.2021
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and orders, maintaining high levels of communication.
- Prioritize a high level of patient satisfaction by warmly greeting patients, completing their check in and check-out processes.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Interceded during arguments, diffusing tense situations by providing service recoveries.
- Collaborate with both medical team and clerical team to ensure a seamless patient experience.
- Collect, review, and prepare materials using email, word processing, spreadsheets, or specialized software.
- maintained organized files, databases, and archives of relevant records for easy retrieval and organizational processes.
Patient Financial Representative - Diagnostics
Baptist Health South Florida
12.2019 - 10.2021
- Coordinating patient flow through the patient access area to assure timely registration and arrival to service area.
- Review and educate patients and customers regarding benefit coverage issues, claims administration and billing concerns.
- Scheduling, cancelling and rescheduling patient appointments.
- Verify patients insurance and demographic information during registration process.
- Responsible for acquiring, maintaining, and demonstrating a high level of specialized knowledge in outpatient diagnostic procedures such as CT Scans, Mammograms, Sonograms, X-rays and labs.
Passenger Service Agent
Swissport, INC
01.2015 - 01.2020
- Maintained extensive background monitoring and implementation of airport practices and procedures adhering to any and all FAA and Homeland
- Security initiatives in conjunction with International and State laws to efficiently and safely meet and complete operation processes and initiatives while monitoring compliance of multiple flights across several airlines
- Responsible for active team communication to all involved in daily operation such as fuel, catering, engineering, cargo handlers, flight attendants, and Captains to ensure proper coordination for timely flight departure
- Providing an exceptional level of customer service to each individual by engaging all passengers using active listening and effective interpersonal skills
- Performing administrative duties by organising, managing invoices and generating reports.
Education
Bachelor of Science -
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FL2024
Skills
- Proficient in
- MS Office (Word, Excel, PowerPoint) Outlook, Revenue Cycle (Cerner), Soarian Financials
- Process Improvement
- Team Collaboration
- Workflow management
- Conflict resolution
- Data processing
- Excellent time management skills and strong work ethic
Timeline
Supervisor
Baptist Health South Florida
01.2021 - Current
Patient Flow Coordinator
Baptist Health South Florida
01.2020 - 10.2021
Patient Financial Representative - Diagnostics
Baptist Health South Florida
12.2019 - 10.2021
Passenger Service Agent
Swissport, INC
01.2015 - 01.2020
Bachelor of Science -
FLORIDA INTERNATIONAL UNIVERSITY
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