Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

NATALIE SHUFORD

Washington,DC

Summary

Highly organized and detail-oriented worker, with a drive to exceed expectations. Ability to analyze data, develop strategies, and provide solutions to complex problems. Seeking to leverage skills and knowledge to contribute to team success.

Overview

13
13
years of professional experience

Work History

Program Support Specialist

DC Department of Buildings
01.2023 - Current
  • Planned and coordinated project activities with stakeholders across multiple departments related to the Program Support Specialist role
  • Implemented quality assurance protocols pertaining to tasks performed as part of a larger project managed under a single umbrella organization
  • Coordinated meetings between stakeholders involved in projects overseen by the Program Support Specialists group
  • Identified training needs for personnel engaged in activities related to the Program Support Specialist position
  • Developed and maintained program documentation, including policies, procedures and manuals for the Program Support Specialist role
  • Conducted performance reviews of program staff supervised by the Program Support Specialist role
  • Maintained communication with other departments regarding changes in programs supported by the Program Support Specialist group
  • Managed customer service inquiries from internal and external stakeholders concerning programs supported by the Program Support Specialist team
  • Created and managed databases of program information to ensure accuracy and completeness of data collected by the Program Support Specialist
  • Monitored external resources relevant to programs managed by the Program Support Specialists role
  • Researched best practices for various aspects of program operations managed by the Program Support Specialist position
  • Analyzed data trends to identify areas of improvement within the Program Support Specialist role
  • Collaborated with other departments to ensure successful implementation of projects involving multiple teams under a single umbrella organization.

Patient Experience Coordinator

MedStar Washington Hospital Center
02.2022 - 12.2022
  • Analyzed survey results to identify areas of improvement in the patient experience.
  • Utilized data analytics software tools to monitor performance metrics related to patient experience initiatives.
  • Created effective communication plans for informing patients about changes within the healthcare organization.
  • Served as an advocate for patients by addressing concerns or complaints quickly and efficiently.
  • Assisted in developing marketing materials designed to promote positive experiences among current and prospective patients.
  • Managed relationships with external vendors providing services related to the patient experience.
  • Developed and implemented patient experience strategies for enhanced quality of care.
  • Enhanced staff awareness of patient needs through targeted training programs and workshops.
  • Resolved escalated customer complaints in a professional manner while maintaining high levels of customer satisfaction
  • Maintained a thorough understanding of healthcare regulations and compliance requirements related to patient care
  • Established key performance indicators related to measuring success in delivering exceptional patient experiences
  • Created detailed reports summarizing patient feedback and presented them to management teams.
  • Implemented new policies, processes, and procedures related to customer service standards.
  • Monitored industry trends in order to make recommendations regarding improvements in the delivery of care.
  • Performed quality assurance reviews of patient interactions across multiple departments.
  • Collaborated with leadership teams to develop strategies for improving the overall patient experience.

Advanced Medical Support Assistant

Department of Veterans Affairs
04.2021 - 01.2022
  • Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
  • Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
  • Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
  • Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
  • Organized patient records to research records, extract medical information and review records for completeness and accuracy.

Patient Services Coordinator

MedStar Georgetown University Hospital
09.2017 - 04.2021
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
  • Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
  • Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
  • Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
  • Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
  • Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
  • Facilitated the onboarding process for new non-clinical staff members by providing comprehensive training and support in navigating administrative tasks within the clinic environment.
  • Supported billing department efforts by accurately collecting co-payments, verifying insurance coverage, and addressing financial concerns for patients.
  • Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
  • Optimized the use of resources within the clinic through careful inventory management and supply ordering processes.
  • Increased patient understanding of treatment plans by providing clear explanations of medical procedures and instructions.

Administrative Coordinator

Howard University
11.2016 - 06.2017
  • Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness.
  • Assisted in the recruitment process by screening resumes, scheduling interviews, and facilitating onboarding activities for new hires.
  • Enhanced communication between departments with timely and accurate preparation of reports and documents.
  • Collaborated closely with department heads for strategic planning purposes while ensuring their alignment with overall organizational goals.
  • Increased team productivity with effective delegation of tasks and prioritization of responsibilities.
  • Supported project management efforts by tracking deadlines, maintaining documentation, and communicating progress updates to stakeholders.
  • Ensured compliance with company policies by maintaining up-to-date knowledge of regulations and conducting regular audits of procedures.
  • Conducted research for special projects, providing valuable insights that informed decision-making.

Education Coordinator

Bright Horizons
09.2012 - 11.2016
  • Liaised between faculty, staff and administrators to coordinate educational program delivery.
  • Developed community education programming events and other activities designed to increase and improve educational outcomes.
  • Maintained compliance with local, state, federal policies regarding education coordination through diligent record-keeping practices.
  • Attended professional educational and developmental meetings to support accreditation and grant writing.
  • Enhanced curriculum quality by collaborating with teachers and administrators to review, revise, and implement new instructional materials.
  • Provided ongoing support for educators through regular check-ins, feedback sessions, and professional development opportunities tailored to their unique needs.
  • Created a welcoming atmosphere for all stakeholders involved in the education process through open lines of communication and transparent decisionmaking.

Education

Associate in Arts (A.A.) in Communications/Writing -

Prince Georges Community College
Largo, MD
12.2010

Skills

  • Meeting Facilitation
  • Stakeholder Engagement
  • Conflict Resolution
  • Technical Writing
  • Team Leadership
  • Resource Allocation
  • Time Management
  • Training Development
  • Project Management
  • Policy Development
  • Organizational Skills
  • Process Improvement
  • Risk Assessment
  • Decision Making
  • Business Process Mapping
  • Adaptability
  • Quality Assurance
  • Strategic Planning

Awards

Customer Service Award, DC Department of Buildings, September 2023

References

References available upon request

Timeline

Program Support Specialist

DC Department of Buildings
01.2023 - Current

Patient Experience Coordinator

MedStar Washington Hospital Center
02.2022 - 12.2022

Advanced Medical Support Assistant

Department of Veterans Affairs
04.2021 - 01.2022

Patient Services Coordinator

MedStar Georgetown University Hospital
09.2017 - 04.2021

Administrative Coordinator

Howard University
11.2016 - 06.2017

Education Coordinator

Bright Horizons
09.2012 - 11.2016

Associate in Arts (A.A.) in Communications/Writing -

Prince Georges Community College

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NATALIE SHUFORD