PARESSA TIGLIANIDIS
West Roxbury,MA
Summary
Experienced healthcare professional with over 20 years of expertise in client services, international patient relations, and administrative support within a top-tier hospital. Proven ability to optimize patient flow, manage critical communications, and drive operational efficiencies. Strong focus on teamwork, quality improvement, and delivering exceptional service to diverse patient populations. Client services professional with proven expertise in building strong client relationships and delivering impactful solutions. Skilled in communication, problem-solving, and adapting to changing needs. Strong focus on team collaboration and achieving results, ensuring reliable support and seamless service delivery. Adept at managing multiple priorities and consistently meeting client expectations.
Overview
27
27
years of professional experience
Work History
Client Services Specialist – International and Specialized Healthcare Services
MASSACHUSETTS GENERAL HOSPITAL
11.2015 - Current
- Serve as the primary point of contact for international and domestic patients, guiding them through the hospital's intake process via phone, web, or in person
- Ensure efficient patient flow by collaborating with physicians and staff to secure timely appointments
- Reconcile billing work queues and provide support for billing management upon request
- Manage the Director’s calendar and ensure timely scheduling of confidential meetings with senior hospital leadership
- Perform data entry into various hospital systems, capturing sensitive patient and departmental information for reporting
- Train and mentor new department employees, ensuring they are well-equipped to handle daily operations and patient interactions
- Act as a backup timekeeper, assisting with department payroll and administrative tasks
- Collaborate with internal and external teams to resolve departmental issues and maintain operational efficiency
- Maintain strict adherence to hospital’s credo, ensuring high-level service standards are consistently met
Administrative Assistant – International Patient Family Center
MASSACHUSETTS GENERAL HOSPITAL
01.2001 - 11.2015
- Supported VIP patient relations under the direction of the Office Director, liaising with senior management and departments to ensure optimal patient care
- Managed administrative duties, including coordinating patient scheduling, file maintenance, and facilitating communication between departments
- Assisted in educating patients on hospital policies, billing, and insurance procedures, ensuring smooth transitions for international patients
- Acted as a temporary liaison when necessary to support patient flow during peak times
Team Leader – Phone Registration
MASSACHUSETTS GENERAL HOSPITAL
01.2000 - 01.2001
- Led a team of registrars, ensuring efficient patient intake and registration for over100 patients per day
- Monitored workflow and resource allocation, achieving optimal productivity while maintaining a high standard of patient service
- Addressed and resolved patient issues and complaints effectively, ensuring a positive experience for all patients
- Contributed to process improvements that enhanced team efficiency and patient satisfaction
Patient Registrar
MASSACHUSETTS GENERAL HOSPITAL
01.1998 - 01.2000
- Managed patient intake for the outpatient department, ensuring accurate demographic, insurance, and billing information entry
- Verified insurance benefits, resolving discrepancies between patients and insurance providers
- Trained staff on registration processes and policies, contributing to the smooth operation of the department
- Gathered and reported international registration data to support hospital statistics and reporting
Education
Bachelor of Science - Communications
Suffolk University
Boston, MA01.1998
Skills
- Technical Skills:
- Microsoft Office Suite (Word, Excel, PowerPoint), Epic, Peoplesoft Kronos (Payroll), Huron, Salesforce, Hospital Information Systems (HIS)
- Soft Skills:
- Client relationship building
- Strong interpersonal skills
- Cross-functional coordination
- Client relations
- Follow-up skills
- Escalation management
- CRM software
- Teamwork and collaboration
- Problem-solving skills
Languages
Greek
Native or Bilingual
Timeline
Client Services Specialist – International and Specialized Healthcare Services
MASSACHUSETTS GENERAL HOSPITAL
11.2015 - Current
Administrative Assistant – International Patient Family Center
MASSACHUSETTS GENERAL HOSPITAL
01.2001 - 11.2015
Team Leader – Phone Registration
MASSACHUSETTS GENERAL HOSPITAL
01.2000 - 01.2001
Patient Registrar
MASSACHUSETTS GENERAL HOSPITAL
01.1998 - 01.2000
Bachelor of Science - Communications
Suffolk University
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