PENINAH MBUGUA (prefered Name:(Natasha)
Delray Beach,Florida
Summary
With a proven track record at Baptist Health South Florida, I excel in enhancing patient satisfaction and streamlining operations. My expertise in healthcare administration and exceptional problem-solving skills have significantly improved emergency room efficiency. Known for fostering teamwork and collaboration, I've led initiatives that boosted patient confidence and operational effectiveness.
Overview
7
7
years of professional experience
Work History
Emergency Room Unit Coordinator
Baptist Health South Florida South Florida
06.2022 - Current
- Increased team morale through open communication channels and regular feedback sessions among staff members.
- Participated in activities that enhanced professional growth and development.
- Enhanced patient satisfaction by streamlining the admission process and reducing wait times.
- Assisted in developing new protocols to improve overall emergency room operations and staff performance.
- Provided administrative support to physicians by managing documentation requirements for accurate billing and record-keeping purposes.
- Supported nursing staff during high-pressure situations by providing necessary resources promptly.
- Maintained inventory of essential supplies, ordering replacements as needed to ensure uninterrupted service delivery in the ER unit.
- Trained new staff members on unit protocols, policies, and electronic health record systems for smooth onboarding processes.
- Facilitated communication between healthcare providers, patients, and their families, ensuring accurate information exchange.
- Collaborated with interdisciplinary teams for seamless care coordination throughout the hospital network.
- Handled scheduling medical tests, appointments and transportation for patients.
- Maintained complete and accurate medical records for patients.
- Promoted a culture of continuous learning by attending and organizing relevant workshops and training seminars for the ER team.
- Served as point of contact for inquiries and directed Type issues to supervisor for timely resolution.
- Organized files, correspondence and records and followed up on pending matters.
- Contributed to a decrease in patient complaints through effective issue resolution and follow-up procedures.
- Participated in quality improvement initiatives aimed at enhancing emergency department services and patient outcomes.
- Oversaw adherence to safety guidelines within the emergency department, minimizing instances of workplace injuries or accidents.
- Improved ER efficiency by coordinating with medical professionals to prioritize cases based on severity.
- Managed patient flow for optimal care delivery, ensuring timely treatment and reduced overcrowding.
- Organized patient records to maintain confidentiality and compliance with HIPAA regulations.
- Boosted patient confidence in our facility through exceptional customer service skills when addressing concerns or questions.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Coordinated staff scheduling to ensure adequate coverage during peak hours, weekends, and holidays.
- Reduced response times by effectively triaging incoming patients based on symptoms and urgency levels.
- Utilized multiple PC applications throughout day.
Patient Experience Concierge
Baptist Health South Florida South Florida
06.2021 - 06.2022
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Provided language translation services as needed, easing communication barriers for international guests.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Handled customer complaints to satisfy and retain guests.
Housekeeping Supervisor
Boca Beach Resort
12.2020 - 01.2021
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
- Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
- Coordinated with maintenance department to ensure timely repairs and minimize guest inconvenience.
- Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Addressed customer feedback and complaints to maximize satisfaction.
Front Desk Representative
Sea Step Suites
01.2020 - 12.2020
- Participated in regular team meetings to address operational improvements and discuss opportunities for enhancing guest services.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the front desk.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved customer complaints and concerns, resulting in improved customer retention and loyalty.
- Played a key role in upholding hotel brand standards by consistently providing top-notch service at the front desk area.
- Developed strong rapport with guests through friendly interactions and genuine interest in their well-being during their stay.
- Utilized property management software effectively to manage reservations accurately and streamline operations at the front desk.
- Monitored inventory levels of office supplies, maintaining adequate stock without excess expenditure.
- Facilitated seamless communication between various departments within the hotel by promptly relaying pertinent information about guest needs or special requests.
- Assisted in maintaining a high standard of cleanliness and organization at the front desk, creating a welcoming atmosphere for guests upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability, improving overall guest experience.
- Transcribed phone messages and relayed to appropriate personnel.
- Planned coverage needs and organized services to support incoming special events.
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Answered multi-line phone system and enthusiastically greeted callers.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collected room deposits, fees, and payments.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared reports on guest satisfaction levels and other metrics.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Social Media Manager
Cam Autism Centre of Excellence
01.2018 - 12.2020
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
- Increased follower engagement with interactive content and timely responses to comments.
- Conducted market research to tailor content to target audience preferences, significantly increasing reach.
Education
Associate Degree In Nursing - Registered Nurse
Cambridge College
Delray Beach, FLCertificate - Certified Nurse Assistant/Home Health Aide
Medical Training Institute
Lake Worth, FL06.2022
Journalism And Public Relations
Kenya Polytechnic University
Nairobi, Kenya03.2003
Skills
- Patient confidentiality
- Documentation accuracy
- Scheduling appointments
- Insurance verification
- HIPAA compliance
- Emergency protocols
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Adaptable and flexible
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Flexible schedule
- Documentation and recordkeeping
- Computer proficiency
- Medical terminology
- Clerical skills
- CPR certified
- Office coordination
- Medical records verification
- Telephone etiquette
- Patient triage
- Appointment scheduling
- Healthcare administration
- Teamwork and collaboration
- Time management
Accomplishments
Works with the Human resources to speak to new hires during the on-boarding process and give them tips on how to be successful at Baptist health.
Part of the Employee Advisory Group, that meets every month with the leaders to discuss new projects in the hospital
Languages
Swahili
Native or Bilingual
English
Native or Bilingual
Timeline
Emergency Room Unit Coordinator
Baptist Health South Florida South Florida
06.2022 - Current
Patient Experience Concierge
Baptist Health South Florida South Florida
06.2021 - 06.2022
Housekeeping Supervisor
Boca Beach Resort
12.2020 - 01.2021
Front Desk Representative
Sea Step Suites
01.2020 - 12.2020
Social Media Manager
Cam Autism Centre of Excellence
01.2018 - 12.2020
Associate Degree In Nursing - Registered Nurse
Cambridge College
Certificate - Certified Nurse Assistant/Home Health Aide
Medical Training Institute
Journalism And Public Relations
Kenya Polytechnic University
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