Dynamic and results-oriented professional with a proven track record at Crothall Healthcare Services, adept in patient advocacy and crisis intervention. Excelled in enhancing patient care and streamlining processes, significantly improving operational efficiencies. Skilled in medical records management and demonstrating exceptional emotional intelligence, fostering strong relationships across departments for superior patient outcomes.
Overview
22
22
years of professional experience
Work History
Patient Ambassador
Crothall Healthcare Services
01.2023 - Current
Facilitated clear communication between medical staff, patients, and their families, ensuring all parties were informed of treatment plans and progress updates.
Promoted adherence to medication regimens by providing ongoing education and support to patients during their treatment journey.
Streamlined the admissions process for a more efficient and positive experience, assisting patients with paperwork and answering questions.
Assisted with the development of patient-centered initiatives aimed at improving overall quality of care within the organization.
Boosted efficiency in appointment scheduling by effectively managing calendars for multiple physicians or service lines within the hospital system.
Contributed to increased patient retention rates by cultivating positive connections between healthcare providers and individuals receiving care.
Served as a knowledgeable resource for patients regarding hospital policies, procedures, services, and available resources.
Coordinated transportation arrangements for discharged patients to facilitate smooth transitions back into the community or ongoing healthcare settings.
Improved hospital''s reputation for excellent patient care by consistently delivering compassionate assistance to patients and families.
Collaborated with multidisciplinary teams to develop individualized care plans that addressed each patient''s unique needs and preferences.
Managed patient complaints or concerns in a timely manner, working alongside healthcare providers to address issues and implement necessary changes.
Acted as liaison between clinical staff members during interdisciplinary team meetings which facilitated seamless coordination of care delivery processes across different departments.
Assisted in reducing emergency room wait times by efficiently directing non-emergency cases to appropriate departments or providers based on urgency level.
Delivered support to medical staff in completion of patient paperwork.
Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Customer Service Representative
Carmax Depot
01.2019 - 08.2022
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Credit Specialist
Macys Credit And Customer Service
08.2016 - 01.2019
Increased customer satisfaction, resolving disputes and offering payment solutions tailored to individual needs.
Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
Optimized credit approval and collection processes, improving operational efficiencies by over 100%.
Enhanced credit department efficiency by implementing streamlined processes and procedures.
Used Specific payment softwares to perform credit appraisals, document verification and loan approvals.
Billing Specialists
McKesson Specialty Health
07.2016 - 01.2018
Researched and resolved billing discrepancies to enable accurate billing.
Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Worked with multiple departments to check proper billing information.
Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
Front Desk Agent
Super 8 Hotel & Suites
04.2003 - 10.2013
Collected room deposits, fees, and payments.
Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Resolved guest issues promptly, resulting in positive feedback and return visits.
Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Increased customer loyalty with exceptional communication skills and personalized service.
Medical Office Manager
Wellness Alliance HomeHealth
01.2006 - 12.2012
Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
Managed daily administrative tasks to ensure smooth operations within the medical office environment.
Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
Ensured a safe, comfortable environment for patients by promptly addressing any concerns or issues that arose during their visits.
Facilitated communication between medical staff members to maintain a cohesive team focused on providing exceptional patient care.
Education
Bachelor Of Science In Nursing - Pediatric Nursing
Tohono O’ Odham Community College
Phoenix, AZ
Diploma - General Studies
Santa Cruz Valley Union
Eloy, AZ
Graduate Certificate - Human Anatomy/ Billing And Coding
UEI
Glendale, AZ
05.2021
Skills
Documentation entry
Document filing
Customer Relationship Management
Computer Literacy
Professionalism
Quality Control
Crisis Intervention
Patient Advocacy
Billing Procedure
Discharge Planning
Medical Records Management
Patient interviewing
Cross-Functional Collaboration
Sterilization procedures
Heartsaver CPR AED (CPR AED)
Medical Coding
Clinical practice operations
Timeline
Patient Ambassador
Crothall Healthcare Services
01.2023 - Current
Customer Service Representative
Carmax Depot
01.2019 - 08.2022
Credit Specialist
Macys Credit And Customer Service
08.2016 - 01.2019
Billing Specialists
McKesson Specialty Health
07.2016 - 01.2018
Medical Office Manager
Wellness Alliance HomeHealth
01.2006 - 12.2012
Front Desk Agent
Super 8 Hotel & Suites
04.2003 - 10.2013
Bachelor Of Science In Nursing - Pediatric Nursing
Tohono O’ Odham Community College
Diploma - General Studies
Santa Cruz Valley Union
Graduate Certificate - Human Anatomy/ Billing And Coding
Biomedical Engineering Technician II at Crothall Healthcare Services (Beverly Hospital)Biomedical Engineering Technician II at Crothall Healthcare Services (Beverly Hospital)