Tracy Thompson
Windsor Mill,US
Summary
Lead Patient Relations Specialist with a decade of experience in customer service and leadership, consistently achieving high levels of patient satisfaction. Expertise in mentoring teams and optimizing processes to enhance service efficiency while maintaining exceptional standards. Strong analytical skills contribute to effective decision-making and problem resolution. Career goals include further advancing patient care initiatives and fostering a culture of excellence within healthcare organizations.
Overview
7
7
years of professional experience
Work History
Patient Relations Specialist/Lead Patient Relations Coordinator
The Johns Hopkins Hospital
Baltimore, US
06.2019 - Current
- Addressed multi-disciplinary and complex patient complaints in high-profile cases.
- Coordinate closely with hospital leadership, management, and staff to adopt best practices in Patient Relations.
- Enhanced collaboration for resolution with departmental leadership.
- Ensure departmental adherence to internal policies and legal regulations.
- Cultivated respectful and trusted relationships with stakeholders.
- Collaborated with departmental heads, service excellence coaches, and team members to drive change based on patient and family feedback.
- Served as internal expert for staff training and consultation.
- Ensured timeliness, consistency, accuracy, and completeness through random and focused case file audits.
- Provide training on Patient Relations processes for clinical departments.
- Developed strategies for performance and process improvement.
- Delivered essential resources to patients from various backgrounds.
Certified Pharmacy Technician/Immunizer
CVS Pharmacy
White Marsh, US
08.2021 - 12.2022
- Generated accurate prescription labels, meeting provider specifications.
- Oversaw full inventory of medications.
- Delivered exceptional patient experiences, leading to revenue retention.
- Informed patients on potential vaccination side effects.
- Documented data for administered vaccines accurately.
- Monitored and maintained accurate storage conditions for vaccines.
Program Coordinator/Patient Relations
Johns Hopkins Hospital
Baltimore, US
05.2018 - 06.2020
- Procured supplies and equipment while adhering to departmental budget.
- Collaborated with department leadership to handle patient reimbursements using SAP.
- Oversaw departmental and cost center budgets.
- Demonstrated strong analytical ability to complete assigned tasks effectively.
Administrative Specialist
United States Army
, US
- Oversaw comprehensive administrative tasks for Battalion.
- Streamlined processes for efficient cooperation during battalion's deployment to Operation Desert Storm.
- Oversaw training schedules for 500+ soldiers.
- Oversaw schedule and execution of Physical Training evaluations with commanding officers.
- Processed incoming troops to their designated company.
- Successfully completed a course in primary leadership development.
- Managed a squad of five personnel.
Education
B.S. - Liberal Arts in Healthcare Administration
Morgan State University
Baltimore, Maryland05.2024
Certified Pharmacy Technician -
CVS Pharmacy
08.2021
Skills
- Strategic Decision-Making
- Solution Implementation
- Detailed Documentation Practices
- Critical Thinking
- Effective Leadership
- Service Excellence
- Effective Time Management
- Data-Driven Trend Monitoring
- Systematic Problem Solving
- Effective Communication
- Collaborative Networking Skills
Additionalinformation
Alpha Sigma Lambda, Gamma Pi Chapter
References
References available upon request.
Timeline
Certified Pharmacy Technician/Immunizer
CVS Pharmacy
08.2021 - 12.2022
Patient Relations Specialist/Lead Patient Relations Coordinator
The Johns Hopkins Hospital
06.2019 - Current
Program Coordinator/Patient Relations
Johns Hopkins Hospital
05.2018 - 06.2020
Administrative Specialist
United States Army
B.S. - Liberal Arts in Healthcare Administration
Morgan State University
Certified Pharmacy Technician -
CVS Pharmacy
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