Sarah Oliveira
East Meadow,NY
Summary
Dedicated Patient Relations professional with over six years of experience in hospital and healthcare settings, specializing in patient advocacy, complaint resolution, and service recovery. Demonstrates strong written and verbal communication skills, with the ability to provide constructive guidance, collaborate effectively with leadership and cross-functional departments, and achieve positive outcomes for both patients and the organization. Proven ability to manage multiple departmental functions while maintaining the highest standards of professionalism, confidentiality, and quality of care in fast-paced environments. Recognized for empathy, critical thinking, and a commitment to enhancing the overall patient experience.
Overview
9
9
years of professional experience
Work History
Patient Representative
NYU Langone Hospital - Long Island
Mineola, NY
03.2019 - Current
- Conducts daily, proactive new admission patient and family rounding on assigned units.
- De-escalate patient and family concerns via phone or in person. Follows the Patient Relations process and promptly responds to patient and family concerns.
- Investigates hospital complaints and grievances in accordance with hospital policy, escalating to the appropriate departmental areas as warranted. Triages complaints and escalates high-profile cases efficiently, providing clear communication as to concerns and areas of concern.
- Consistently initiates appropriate service recovery methods to resolve concerns.
- Responsible for timely documentation, entering data into the grievance and complaint database.
- Serves as a resource for information concerning patients' rights and responsibilities. Provides emotional support as needed to patients, visitors, and families.
- Identifies cases that present potential quality or risk concerns, and coordinates appropriate, timely referrals to Quality and Risk Management to support both patient care needs and organizational standards. Works collaboratively with the healthcare team to clarify issues and facilitate prompt, compassionate resolution of patient and family concerns.
- Addressed patient inquiries and resolved concerns effectively and compassionately.
- Processes patient requests to amend protected health information in accordance with hospital policy.
- Works collaboratively with the leadership of the Faculty Group Practices (FGPs) to review patient concerns and ensure they are addressed in a timely, thorough, and patient-centered manner.
Hospital Concierge
NYU Langone Hospital - Long Island
Mineola, NY
10.2018 - 03.2019
- Participates in and performs all other related duties as required. Consistently demonstrates excellent, practical customer service skills.
- Provides a warm and friendly greeting to patients, families, and visitors upon arrival and departure.
- Provides wayfinding services for patients and visitors using maps and other tools to various hospital locations.
- Answers questions on the spot at the lobby desk, and responds to requests professionally, demonstrating exceptional customer service.
- Answers incoming phone calls, determines the purpose of the call, and transfers to the appropriate area or department.
- Assists in maintaining the lobby appearance and individual work area.
Receptionist
Tangredi Endodontics
Garden City, NY
08.2017 - 04.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Oversaw inventory materials monitoring, requisitions, and supply re-stocking.
- Supported various administrative duties by proofreading, transcribing, and invoicing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out, and billing payments.
- Checked patient insurance, demographic, and health history to keep information current.
- Organized paperwork such as charts and reports for the office and patient needs.
- Supported office staff and operational requirements with administrative tasks.
- Responded to correspondence from insurance companies to verify the patient's coverage.
Sales Associate
Periwinkle Boutique
Hicksville
09.2016 - 08.2017
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories, and proper care for merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
Education
Master of Science - Master of Social Work
Capella University
12-2027
Bachelor of Science - Communication of Science and Disorders, Minor in Psychology
Molloy College
Rockville Centre, NY05.2022
Associate of Arts -
Nassau Community College
Garden City, NY05.2018
High School Diploma -
W T Clarke High School
Westbury, NY06.2016
Skills
- Bilingual: Portuguese
- Strategic problem solving
- Conflict resolution
- Active listening
- Adaptability and flexibility
- Detail-oriented efficiency
- Clear communication
- Excel proficiency
- Word proficiency
- Patient advocacy
- Team collaboration
References
References available upon request.
Timeline
Patient Representative
NYU Langone Hospital - Long Island
03.2019 - Current
Hospital Concierge
NYU Langone Hospital - Long Island
10.2018 - 03.2019
Receptionist
Tangredi Endodontics
08.2017 - 04.2018
Sales Associate
Periwinkle Boutique
09.2016 - 08.2017
Master of Science - Master of Social Work
Capella University
Bachelor of Science - Communication of Science and Disorders, Minor in Psychology
Molloy College
Associate of Arts -
Nassau Community College
High School Diploma -
W T Clarke High School