Teresa Figueroa
Hammond,IN
Summary
Dynamic professional with extensive experience at Rush University Medical Center, specializing in patient access and service excellence. Adaptable and determined, excelling in fast-paced environments while driving team collaboration and operational improvements. Compassionate patient representative with background in managing patient interactions and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving. Contributed to streamlining front office operations, enhancing overall efficiency in previous roles.
Overview
25
25
years of professional experience
Work History
Diagnostic Services Access Specialist
Rush University Medical Center
Chicago, IL
12.2017 - Current
- Working under the leadership of the Access Center; continually facilitate patient’s entry into the RUSH healthcare system, including tasks such as scheduling appointments for Diagnostic Services: CT, MRI, Nuclear Medicine, Ultrasound, X-Ray, Fluoroscopy, Echocardiogram, Cardiac exams and other modalities, as well as Breast Imaging; verify insurance benefits, collect co-payments, complete patient registration and provide highly attentive, positive and supportive customer service to patients and internal/external provider offices; work on special projects as needed by manager and supervisor with concentration on daily Urgent Requests, Service Recovery, and shared Captain role to the Diagnostic Radiology Access Specialists agents; and keep update to date on the organizations processes and HIPPA regulations.
- Serve as Captain, in absence of leadership.
- Serve as main contact for Urgent Requests by responding within 24/48 hours.
- Assisted with training the Trainor for the Access Center when newly introduced.
- Received accolades from various employees, management and otherwise; as well as RUSH customers.
Service Excellence Facilitator
Ann & Robert H. Lurie Children’s Hospital of Chicago
Chicago, IL
07.2006 - 11.2011
- Working under the leadership of the Director of Service Excellence; liaison/support to patient satisfaction vendors to assure effective surveying process and reporting for corporate initiatives, as well as divisions, nursing leadership, Magnet, and other service areas throughout the hospital; support the hospital’s service principles and patient/family experience initiatives and customer service goals, through modeling of appropriate behavior and by providing a work environment conducive to attaining these goals; manage service recovery ordering and reconciliation; provide support to the applause program, as well as other employee recognition programs; and manage multiple sharepoint sites.
- Served as acting-director on two occasions, for 3 months each period.
- Reduced costs by streamlining patient satisfaction reports, saving the organization thousands of dollars.
- Facilitated successful implementation of new vendor surveys, assuring service areas inclusion in the survey process.
- Successful implementation the Patient/Family Experience sharepoint site.
Process Improvement Facilitator
Children’s Memorial Hospital
Chicago, IL
07.2000 - 07.2006
- Worked under the leadership of the Director of Process Improvement; provided coordination services, consultation and management of various department activities; supported a client project team with administrative and logistical tasks related to the project, as well as the hospital’s process improvement initiatives and customer service goals; assisted in providing facilitation, coordination services, consultation and management of various quality committee, department, division, and/or service process improvement activities; and assisted development, creation and implementation of Sharepoint/Infopath/Excel/Powerpoint or other software applications to customer specifications, as well as demonstrated the systems use and trained users; and created self-explanatory user guides.
Education
Bachelors of Science - Business Management
University of Phoenix
Skills
- Analytical thinking, problem solving
- Effective communication
- Adaptability and creativity
- Organizational skills
- Active listening
- Conflict resolution
- Teamwork and collaboration
- Customer service
- Patient registration
- Appointment scheduling
- Insurance verification
- Service recovery
- Microsoft Office proficiency
- Salesforce and Microsoft Teams
Timeline
Diagnostic Services Access Specialist
Rush University Medical Center
12.2017 - Current
Service Excellence Facilitator
Ann & Robert H. Lurie Children’s Hospital of Chicago
07.2006 - 11.2011
Process Improvement Facilitator
Children’s Memorial Hospital
07.2000 - 07.2006
Bachelors of Science - Business Management
University of Phoenix
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