Theresa A. Whittlesey
Southport,USA
Summary
Skilled Office Manager with comprehensive experience in overseeing daily office operations, implementing effective procedures for better efficiency and coordinating administrative activities. Strengths include multi-tasking abilities, strong communication skills, and proficiency in managing diverse teams. Significant contributions made to previous roles include improving organization systems and effectively handling multiple tasks concurrently.
Overview
32
32
years of professional experience
Work History
Office Manager
Morningstar Marinas
Southport, N.C.
04.2023 - Current
- Company Overview: Office Manager for a leading marina on the southeast cost of North Carolina serving 600 plus customers
- Track invoices and payments to ensure accuracy of accounts receivable and payable information. Follow up on past-due customer payments.
- Monitor inventory levels of supplies, and place orders when needed.
- Handle all aspects of front office operations, including billing, accounts payable, and additional projects.
- Provide a high level of customer service while exceeding customer expectations in order to impact the success and reputation of the marina.
- Seek opportunities to consistently engage potential customers, and current customers.
- Plan special events for the marina.
Program Manager Community and Population Health
Northwell Health LIJ Forest Hills Hospital
Forest Hills, N.Y.
02.2019 - 06.2022
- Oversee and coordinate hospital Community Relations Program.
- Developed programs for health promotion in the community, featuring educational talks and screenings.
- Coordinated community and employee special events
- Enhanced operational effectiveness through strategic relationship management with internal teams, vendors, and community organizations.
- Manage the logistics and planning of event setup for community events
- Coordinated care for up to 2,000 patients daily at a major vaccine distribution site during the pandemic while supervising logistics and personnel.
- Led team efforts in running two community-based mobile units for effective COVID testing.
- Established partnerships with Northwell Health through Forest Hills Chamber of Commerce and Kiwanis Club, Queens Community Boards.
Language Access Coordinator
Northwell Health LIJ Forest Hills Hospital
Forest Hills, N.Y.
12.2010 - 06.2022
- Oversaw hospital Language Access Services, securing multilingual accessibility and adherence to regulatory standards.
- Facilitated comprehensive roll-out of Remote Video Interpreter Services for all hospital units.
- Enhanced facility-wide compliance with Language Access Services by supplying extra equipment.
Manager, Patient Relations, Service Excellence
Northwell Health LIJ Forest Hills Hospital
Forest Hills, N.Y.
03.2010 - 12.2019
- Increased compliance with turnaround time on patient grievances by responding to patient complaints within 7-day timeframe
- Facilitator Patient Centered Care/Culture of Care Training in collaboration with 1199 organizers and delegates
- Facilitator – Collaborative Care Councils
- Works with teams to help with project advancement and communication of initiatives
- Identify and monitor trends for strengths and room for improvement in patient experience
- Review of statistical data, written complaints, and compliments
- Interact with staff, patients, and family members to obtain feedback regarding care and the patient experience
- Coordinate activities around best practices, and performance improvement
- Prepare statistical reports and presentations, including trend identification to necessary committees
- Review, route and follow up on patient experience feedback from patients and families
- Collaboratively works with the executive leadership team and hospital leadership on hospital wide goals, innovation, and strategic planning
- Coordinate initiatives on improving the patient experience and employee recognition programs from conception to delivery
- Policies, procedures, communication, education, roll out and look back analysis
- Re-instated and Chair Service Excellence Council multidisciplinary team of union staff and leadership
- Review all applicable policies and procedures regulatory compliance, and adherence to standards
Supervisor, Service Excellence / Patient Relations
Valley Stream Hospital
Valley Stream, N.Y.
01.2005 - 11.2009
- Implementation of Volunteer Patient Representative Program which consisted of approximately 8 volunteers to round on a daily basis on inpatient units and in the emergency department
- 2004 Award recipient team member for Press Ganey Improvement award in increasing patient satisfaction
- Responsible for the supervision and day-to-day operations of the Patient Relations/Service Excellence Department, including a team of four Patient Representatives
- Performed all Human Resource Activities as needed, reviews, hiring, training
- Facilitate resolution of complaints and concerns, liaison for patient, family, visitors, Physicians and Nursing
- Coordinate investigation of complaints and provide follow-up/outcome to patients and/or families within CMS regulatory guidelines
- Database Administrator for Verge complaint tracking database
- Coordinate Service Excellence initiatives with Assistant Executive Director of Service Excellence, Department Heads and hospital staff
- Initiates and implements Service Excellence improvements throughout the facility
- Instructor - Service Excellence for staff at the North Shore-LIJ Center for Learning and Innovation
- Master Trainer for Team STEPPS patient safety initiative
Patient Representative, Patient Relations
Valley Stream Hospital
Valley Stream, N.Y.
01.2003 - 01.2005
Administrative Assistant, Administration
Valley Stream Hospital
Valley Stream, N.Y.
01.2001 - 12.2003
- Scheduled Meetings, maintained calendars, assisted with the daily operations of the Administration Office
- Maintained all regulatory and compliance files (The Joint Commission & NYS Department of Health)
- Maintained Administrative Policy & Procedure manual updates and revisions
- Assisted Assistant Executive Director of Guest Relations with complaints process for the hospital
- Board Secretary for the Hospital Board of Trustees – Prepared minutes for Board of Trustees meetings, maintained Board of Trustees calendar
Executive Assistant, Real-Estate Services
North Shore-Long Island Jewish Health System
Great Neck, N.Y.
01.1998 - 12.2001
- Executive Assistant to V.P
- And Assistant V.P
- Maintained lease files for the entire Health System
- Maintenance of Real Estate Portfolio and lease expirations
- Assisted with many special projects using Microsoft PowerPoint, Excel, and Microsoft word
- Maintained calendars, schedule of appointments
Administrative Assistant, Engineering/Facilities/Construction
St. John’s Episcopal Hospital
Far Rockaway, N.Y.
01.1993 - 12.1997
- Collaborated with the Director, Assistant Director and Project Manager of the Department
- Prepared requisitions for all Engineering and Maintenance supplies, office supplies, and materials
- Processed work orders, maintained work-order database, ran monthly reports, maintained control file on incoming and outgoing correspondence
- Assisted with special construction projects
- Managed department payroll for 28 engineers
Education
B.A. - Credits
Southern New Hampshire University
01.2020
Patient & Family Experience/Press Ganey Instructor for Systemwide Northwell Health Nursing Leadership
Northwell Health Nursing Institute
04-2011
High School -
Maria Regina, Diocesan High School
Uniondale, NY01.1984
Skills
- Microsoft Word
- PowerPoint
- Excel
- Sunrise EMR
- RL Solutions
- Verge
- Pemenic
- Sitelink
- FSM
- Avid
- Paycom
- Office management
- Staff training
- Event coordination
- Senior leadership support
- Conflict management
- Performance improvement
- Operations management
- Project management
- Clear oral/written communication
- Compliance monitoring
Training
Patient & Family Experience/Press Ganey Instructor, Northwell Health Nursing Leadership Nursing Institute, 2010-2019
Timeline
Office Manager
Morningstar Marinas
04.2023 - Current
Program Manager Community and Population Health
Northwell Health LIJ Forest Hills Hospital
02.2019 - 06.2022
Language Access Coordinator
Northwell Health LIJ Forest Hills Hospital
12.2010 - 06.2022
Manager, Patient Relations, Service Excellence
Northwell Health LIJ Forest Hills Hospital
03.2010 - 12.2019
Supervisor, Service Excellence / Patient Relations
Valley Stream Hospital
01.2005 - 11.2009
Patient Representative, Patient Relations
Valley Stream Hospital
01.2003 - 01.2005
Administrative Assistant, Administration
Valley Stream Hospital
01.2001 - 12.2003
Executive Assistant, Real-Estate Services
North Shore-Long Island Jewish Health System
01.1998 - 12.2001
Administrative Assistant, Engineering/Facilities/Construction
St. John’s Episcopal Hospital
01.1993 - 12.1997
B.A. - Credits
Southern New Hampshire University
Patient & Family Experience/Press Ganey Instructor for Systemwide Northwell Health Nursing Leadership
Northwell Health Nursing Institute
High School -
Maria Regina, Diocesan High School
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