Stephanie Fruin
Battle Creek,MI
Summary
Dynamic Patient Referral Coordinator at Bronson Battle Creek Hospital with expertise in referral tracking and exceptional customer service. Enhanced patient satisfaction through streamlined processes, reducing wait times significantly. Proven ability to maintain confidentiality and communicate effectively, ensuring seamless collaboration among healthcare providers and optimizing patient care delivery.
I have worked at BCHS/BBC for nearly 20 years. Throughout my positions I have learned so much, and continue learning. I have created positive relationships with fellow coworkers including Physicians. I take pride in my work, and have a wonderful work ethic.
Overview
19
19
years of professional experience
Work History
Patient Referral Coordinator
Bronson Battle Creek Hospital
09.2022 - Current
- Served as a liaison between patients, providers, and insurance companies during the referral process, addressing any concerns or questions that arose along the way.
- Enhanced patient experience by coordinating timely and efficient referrals to specialists.
- Streamlined referral processes for improved patient satisfaction and reduced wait times (low TAT)
- Trained new employees on referral coordination procedures, ensuring consistent quality of service.
- Collaborated with healthcare providers to ensure accurate and comprehensive referral documentation.
- Optimized utilization of resources by efficiently allocating appointments based on provider availability and patient needs.
- Assist with coverage of Practice Support Assistants
- Utilize SmartWeb for Surgeon call schedules
- Maintain open communication with Surgeons and APPs
- Provided excellent customer service to patients and medical staff.
- Trained new staff on filing, phone etiquette and other office duties.
Staff Assistant/Intake Specialist
Bronson At Home
11.2020 - 09.2022
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
- Responded sensitively and competently to service customers with diverse cultural backgrounds.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Entered and processed incoming referrals for BAH
- Worked closely with RN Case Managers to make sure patient's received homecare that was needed
- Maintained communication with outside facilities such as U of M, Spectrum, Oaklawn, and MD Offices
Unit Clerk
Bronson Battle Creek Hospital
08.2013 - 11.2020
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
- Answered multi-line telephone system, provided information, and directed calls.
- Prepared admissions charts and scanned records.
- Maintained a clean and organized work environment, supporting infection control measures within the healthcare facility.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Organized patient charts, enhancing the flow of information among healthcare providers and contributing to better-informed treatment decisions.
- Assisted nurses and physicians with patient care, improving overall quality of service provided to patients.
- Assisted Charge Nurse with maintaining organization of patient status board
- Assisted Anesthesia and Surgeons with patient needs
- Maintained call schedule for PACU and ENDO
- Assisted with patient transportation
- Checked in patients for surgical procedures
Certified Nursing Assistant
Battle Creek Health System
04.2007 - 08.2013
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
Dietetic Assistant
Battle Creek Health System
06.2006 - 05.2007
- Efficiently managed meal preparation tasks, ensuring timely delivery of high-quality meals to patients.
- Assisted with administrative tasks such as maintaining electronic health records, streamlining workflow processes within the department.
- Collaborated with the interdisciplinary healthcare team to develop personalized nutrition care plans for patients.
- Implemented creative solutions for addressing unique dietary restrictions or preferences, resulting in increased patient satisfaction rates.
- Maintained a sanitary work environment, adhering to strict food safety guidelines and minimizing cross-contamination risks.
- Provided exceptional customer service during meal deliveries, addressing any concerns or requests promptly and professionally.
Education
No Degree - Nursing, General Studies
Kellogg Community College
Battle CreekSkills
- Maintaining confidentiality
- Scheduling appointments
- Medical terminology
- Data entry proficiency
- Referral tracking
- Customer service
- Attention to detail
- Multitasking
- Patient care
- Critical thinking skills
- Organizational skills
- HIPAA compliance
- Verbal and written communication
- Creative problem solving
Timeline
Patient Referral Coordinator
Bronson Battle Creek Hospital
09.2022 - Current
Staff Assistant/Intake Specialist
Bronson At Home
11.2020 - 09.2022
Unit Clerk
Bronson Battle Creek Hospital
08.2013 - 11.2020
Certified Nursing Assistant
Battle Creek Health System
04.2007 - 08.2013
Dietetic Assistant
Battle Creek Health System
06.2006 - 05.2007
No Degree - Nursing, General Studies
Kellogg Community College
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