Victoria Olatunji
Philadelphia,PA
Summary
Results-driven graduate with a background in medical science, passionate about streamlining operations to reduce costs and increase efficiency. Great proponent of evidence-based decisions and sound judgment to achieve positive results that support organizational success. With curiosity and dedication, I aim to make meaningful contributions to mission-driven, transformative organizations that focus on improving health outcomes.
Overview
8
8
years of professional experience
Work History
Member Relations Specialist
Health Partners Plans
07.2024 - Current
- Strengthened systems thinking and service excellence by resolving complex member issues, identifying process gaps, and translating frontline insights into opportunities for operational and quality improvement.
- Identified recurring member pain points and elevated insights that informed service recovery and process redesign efforts.
- Applied sound judgment and policy knowledge to navigate complex benefit scenarios, ensuring accurate guidance and equitable access to care.
- Balanced empathy with efficiency by supporting members in moments of confusion or distress while consistently meeting performance and quality standards.
- Translated frontline experiences into actionable observations that support quality, compliance, and organizational decision‑making.
Patient Experience Liaison
MedStar Franklin Square Medical Center
09.2021 - 06.2023
- Applied systems thinking to identify workflow gaps, streamline communication, and improve coordination between clinical, administrative, and support teams.
- Strengthened quality and performance improvement by documenting recurring issues, analyzing root causes, and escalating trends that impacted access, safety, or service experience.
- Demonstrated leadership communication by mediating concerns between patients, families, and interdisciplinary teams, ensuring timely resolution and alignment.
- Developed and implemented process improvements to optimize operational efficiency. Led improvement projects that boosted patient satisfaction by 92% and secured Medstar’s HCAPS scores in second place among regional competitors.
- Reinforced regulatory and compliance standards through accurate documentation, privacy adherence, and consistent application of organizational policies.
Orientation Coordinator
Notre Dame Of Maryland University
08.2021 - 04.2022
- Developed and implemented comprehensive orientation programs for new college students.
- Coordinated logistics for onboarding events, ensuring smooth execution and participant engagement.
- Facilitated training sessions to acclimate orientation leaders to campus culture and policies.
- Collaborated with orientation leaders to tailor orientation content to specific team needs.
- Evaluated program success through surveys and feedback from participants, implementing improvements based on data analysis.
Behavior Technician
Behavioral Framework
01.2021 - 08.2021
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented individualized behavior intervention plans to support client development.
- Collaborated with multidisciplinary teams to enhance treatment strategies and client outcomes.
- Monitored client progress and documented behavioral changes for data-driven decision-making.
Surgical Pavillion Receptionist
MedStar Franklin Square Medical Center
02.2018 - 11.2020
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Facilitated communication between medical staff and patients, enhancing service delivery and patient satisfaction.
- Maintained accurate electronic health records using MedStar's EMR system to support clinical workflows.
- Trained new reception staff on procedures, improving onboarding efficiency and team performance.
SAT Tutor
Learn To Be
03.2018 - 01.2020
- Developed customized SAT preparation plans to meet individual student needs.
- Conducted comprehensive assessments to identify students' strengths and weaknesses.
- Implemented engaging teaching strategies to enhance student understanding of complex concepts.
- Monitored student progress and provided constructive feedback to foster academic growth.
- Led workshops for parents on effective SAT preparation strategies and resources available.
Education
Master of Health Administration - Health Administration
Thomas Jefferson University
Philadelphia, PA06-2027
Master of Science - Intensive Medical Sciences
Drexel University
Philadelphia, PA06-2024
Bachelor of Arts - Biological Sciences
Notre Dame of Maryland University
Baltimore, MD06-2022
Skills
- Research and data presentation
- Data analysis
- Quality and process improvement
- Relationship building
- Patient/client interaction
- Voice of the Patient reporting
- DMAIC/process improvement strategy
- Lean Six Sigma tools
- Leadership reporting
- Collaboration with clinical and non-clinical teams
- Client feedback analysis
Timeline
Member Relations Specialist
Health Partners Plans
07.2024 - Current
Patient Experience Liaison
MedStar Franklin Square Medical Center
09.2021 - 06.2023
Orientation Coordinator
Notre Dame Of Maryland University
08.2021 - 04.2022
Behavior Technician
Behavioral Framework
01.2021 - 08.2021
SAT Tutor
Learn To Be
03.2018 - 01.2020
Surgical Pavillion Receptionist
MedStar Franklin Square Medical Center
02.2018 - 11.2020
Master of Health Administration - Health Administration
Thomas Jefferson University
Master of Science - Intensive Medical Sciences
Drexel University
Bachelor of Arts - Biological Sciences
Notre Dame of Maryland University