SYLVIA GRANT
MIDDLE RIVER
Summary
Healthcare Operations Manager with over 26 years of experience in customer service and healthcare operations, adept at driving strategic initiatives and fostering a culture of continuous improvement. Skilled in business operations, change management, and employee retention, leveraging these strengths to enhance patient satisfaction and streamline workflows. Passionate about advancing community health outcomes through innovative solutions and collaborative partnerships, while utilizing expertise in medical terminology and SWOT analysis.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Operations Manager
Sage Health
Baltimore
01.2023 - Current
Patient Service Coordinator
MedStar Health
Baltimore
09.2014 - Current
- Lead healthcare operations to boost efficiency and patient satisfaction with measurable outcomes.
- Guide staff on EMR systems, significantly enhancing team performance and service quality.
- Ensure data integrity and compliance, maintaining accurate records and patient trust.
- Manage timekeeping and payroll, optimizing resource allocation and financial accuracy.
- Efficiently manage patient interactions, ensuring seamless check-in and check-out processes.
- Provide timely responses to patient inquiries, enhancing service quality and satisfaction.
- Maintain accurate electronic medical records, ensuring compliance and data integrity.
- Guide patients through insurance verification, optimizing coverage and pre-authorization.
- Facilitate billing operations, ensuring timely payments and account reconciliation.
- Fostered positive patient relationships through attentive communication, enhancing overall satisfaction and trust in care services.
Supervisor of Operations
MedStar Health
Baltimore
11.2020 - 02.2023
- Led a 16-member team, enhancing service quality and reducing wait times.
- Boosted first-call resolutions by analyzing call metrics, enhancing customer satisfaction.
- Implemented call monitoring, ensuring compliance and consistent service delivery.
- Facilitated evaluations, promoting team growth and communication skills.
- Streamlined processes, resulting in measurable improvements in compliance and reduced escalations.
- Fostered a culture of continuous improvement, enhancing team morale and productivity through regular feedback and recognition initiatives.
Training Manager
MedStar Health
Baltimore
- Led new hire training, boosting registration efficiency by 40% with tailored programs.
- Developed role-specific materials in collaboration with experts, enhancing skill retention.
- Identified skill gaps via assessments, driving targeted training initiatives for improvement.
- Provided post-training support, ensuring skill application and continuous learning.
- Authored comprehensive guides, reinforcing concepts and fostering ongoing education.
Revenue Cycle Specialist
MedStar Health
Baltimore
- Monitored KPIs to refine AR processes, cutting denial rates and improving net collections.
- Directed revenue cycle operations, ensuring accurate billing and timely collections for optimal cash flow.
- Collaborated with finance and clinical teams to resolve billing issues, securing precise reimbursements.
- Generated financial reports for leadership, highlighting trends and AR analysis for strategic decisions.
- Evaluated billing discrepancies, implementing corrective measures that reduced denial rates and enhanced revenue recovery.
Referral Coordinator Patient Liaison
Medstar Ambulatory Service
Baltimore
- Facilitated patient-provider connections, enhancing appointment scheduling efficiency.
- Streamlined referral reporting, improving internal and external communication.
- Cultivated strong relationships with patients and healthcare facilities, boosting service satisfaction.
- Coordinated between providers and drug representatives, optimizing sample management.
- Developed comprehensive training materials, enhancing new hire onboarding success.
- Fostered strong patient relationships by addressing inquiries and providing compassionate support, enhancing overall patient satisfaction.
Business and Government Customer Operations Executive
Verizon Wireless
Hanover
01.2010 - 01.2014
- Led account management, resolving issues to enhance satisfaction and optimize service delivery.
- Surpassed performance targets, earning bonuses and demonstrating commitment to excellence.
- Trained team in documentation, boosting efficiency and promoting knowledge sharing.
- Analyzed customer data to recommend service enhancements, significantly boosting satisfaction.
- Developed tracking tools for launches, ensuring timely execution and measurable success.
Customer Account Executive
Comcast
Baltimore
01.2008 - 01.2011
- Managed customer accounts, ensuring seamless service modifications and issue resolutions.
- Recognized for exceptional communication, enhancing team accuracy and sales strategies.
- Led system testing for new processes, facilitating a smooth transition for 180 representatives.
- Delivered top-tier customer service, optimizing response times and balancing revenue goals.
- Trained and supported a large team, improving order processing efficiency and accuracy.
Acting Quality Service Manager
Verizon Communications
New York City
01.1999 - 01.2007
- Led customer satisfaction initiatives, enhancing loyalty and reducing churn through issue resolution.
- Collaborated with teams to ensure billing accuracy, boosting service efficiency and trust.
- Resolved complex service issues, improving retention and supporting business growth.
- Provided empathetic customer support, promptly addressing concerns to maintain a positive image.
- Managed high-volume call center, handling 50+ calls daily, ensuring quality service delivery.
Education
BACHELOR'S DEGREE - PSYCHOLOGY
University of Phoenix-Arizona
MHA/MBA - HEALTHCARE AND BUSINESS
Phoenix University
ASSOCIATES OF ARTS - HUMAN SERVICES
Phoenix University
01.2016
EFFECTIVE COMMUNICATION -
Pima College
Skills
- Organizational skills
- Microsoft Excel
- Employee retention
- Employee engagement
- Business operations
- SWOT analysis
- Conflict resolution
- English
- Phone etiquette
- Performance management
- Time management
- Customer service
- Insurance verification
- Operations manager experience
- Presentation creation
- Microsoft Word
- Efficiency improvement
- Change management
- Customer satisfaction improvement
- Medical terminology
- Medical office experience
- Microsoft Office
- Leadership
Certification
CPR Certification
Timeline
Operations Manager
Sage Health
01.2023 - Current
Supervisor of Operations
MedStar Health
11.2020 - 02.2023
Patient Service Coordinator
MedStar Health
09.2014 - Current
Business and Government Customer Operations Executive
Verizon Wireless
01.2010 - 01.2014
Customer Account Executive
Comcast
01.2008 - 01.2011
Acting Quality Service Manager
Verizon Communications
01.1999 - 01.2007
Training Manager
MedStar Health
Revenue Cycle Specialist
MedStar Health
Referral Coordinator Patient Liaison
Medstar Ambulatory Service
BACHELOR'S DEGREE - PSYCHOLOGY
University of Phoenix-Arizona
MHA/MBA - HEALTHCARE AND BUSINESS
Phoenix University
ASSOCIATES OF ARTS - HUMAN SERVICES
Phoenix University
EFFECTIVE COMMUNICATION -
Pima College