Vilma Ortiz
Homestead,FL
Summary
Dynamic leader with a proven track record at Caremax, adept in program development and enhancing patient experience. Leveraged data-driven decision-making and interpersonal communication to boost satisfaction scores. Skilled in medical terminology and cultivating empathetic patient relationships, significantly improving care quality and operational efficiency. Compassionate professional in healthcare patient relations, known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, patient advocacy, and health information privacy practices. Excel at communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare objectives.
Overview
22
22
years of professional experience
Work History
Patient Experence Coordinator
Caremax
Miami, FL
07.2024 - Current
- Facilitated discussions between healthcare teams regarding ways to enhance the quality of care provided.
- Explained policies, procedures and services to patients.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Developed and implemented strategies for improving customer satisfaction based on feedback from surveys and interviews.
- Participated in departmental planning sessions focused on improving the overall quality of patient care.
- Analyzed survey results and identified opportunities for improvement in patient experience processes.
- Monitored patient wait times to optimize patient flow, reduce delays, and improve overall satisfaction levels.
- Coordinated patient experience initiatives to ensure that patients received the highest quality of care.
- Conducted regular meetings with staff members to discuss issues related to patient experience and review performance metrics.
Front Desk Coordinator
CareMax Medical Center
12.2023 - Current
- Greet patients
- Maintaining Confidentiality
- Scheduling Appointment’s
- Patient Data Entry
- Collect Patients Information
- Assist with Patient Flow
- Medical Referrals to Specialists
- Follow up with Medication Management with Pharmacy’s
Assistant Vice-President, Corporate Legal Division
FirstBank Puerto Rico
01.2003 - Current
- Supervise the Legal Claims and Case Management Unit
- Evaluate, analyze, and process claims, legal suites and complaints receive from government agencies such as the Commissioner of Financial Institutions, Commissioner of Insurance
- Assist dealership finance and auto insurance
- Threatened Litigations, Presidential Complaints and Daco Claims
- General consulting and internal support to all branches, subsidiaries and affiliates related to financial transactions
- Analyze fraud cases, judicial cancellations, returned checks, (UCC)
- Train new employees and branch staff on Notices of Levy
- Review legal documents to approve cancellation and disbursement of Deceased Clients Accounts and operational legal matters
- Analyzed employee’s data to assess counseling program effectiveness and make improvements
- Assessed employee’s abilities and recommended degree programs to highlight strengths
Education
National Compliance School/ Deposit & Operational Module -
American BANKERS’ Association
01.2007
Social Work - Mayor in Mental Health
Interamerican University of Puerto Rico
San Juan, Puerto Rico01.1985
Paralegal Studies - Legal General Concepts/Legal Research/Legal Writing
University of Sagrado Corazón
Skills
- Program development and management
- Data-driven decision making
- Individual and family support
- Diverse groups presentations
- Professional referral network
- Employees progress reporting
- Leadership qualities
- Medical terminology proficiency
- Problem-solving abilities
- Multitasking Abilities
- Records management
- Caring and empathetic
- Customer service
- Medical terminology
- Ethical conduct
- Documenting and recording information
- Interpersonal communication
- Patient Satisfaction Metrics
- Medical history documentation
- Medical filing
- Quality control
- Effective communication
- Documentation skills
- Administrative and office support
References
References available upon request.
Timeline
Patient Experence Coordinator
Caremax
07.2024 - Current
Front Desk Coordinator
CareMax Medical Center
12.2023 - Current
Assistant Vice-President, Corporate Legal Division
FirstBank Puerto Rico
01.2003 - Current
National Compliance School/ Deposit & Operational Module -
American BANKERS’ Association
Social Work - Mayor in Mental Health
Interamerican University of Puerto Rico
Paralegal Studies - Legal General Concepts/Legal Research/Legal Writing
University of Sagrado Corazón
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