Professional Profile

Enthusiastic business professional with more than a decade of healthcare experience working in a clinical and business setting with a strong practical and theoretical foundation improving methods to ensure customer and employee satisfaction. Skilled in conflict resolution and delivers positive experiences through high-quality customer care.

·   Skilled in working in a diverse, fast paced environment

·   Ability to work effectively with patients, medical staff, administration, and the public

·   Strong written and oral communication skills

·   Strong administrative skills with emphasis on details

·   Ability to manage complex issues

·   Strong organizational skills

·   Self-motivated and dependable, capable of multitasking

·   Excellent team building skills

·   Flexible and adaptable to new situations

·   Computer proficient in MS Word, MS Excel, MS Outlook, and EHR (Electronic Health Record) systems

·   Knowledge of medical terminology

Professional Experience

The Judge Group, Eden Prairie, Minnesota

05/2016 to 07/2016

Optum Corporate Headquarters – Project Coordinator Temp

·      Call providers to collect medical records and attestations.

·      Data enter various information for reporting.

·      Download medical records or other data files from sFTP and transfer to appropriate departments or individuals.

·      Work directly with Project Manager to determine daily priorities and tasks to be completed.

·      Compile image packets to be used for upload to CMS.

·      Scan hard copy records to electronic form for processing.

·      Create and QA add/delete files for processing.

·      Work with various department protocols to transfer data safely.

      Robert Half / Office Team Staffing, Minneapolis, Minnesota

12/2015 to 03/2016

Nightingale Home Healthcare - Office Manager Temp

·      Managed day-to-day operations and handled the administrative duties while coordinating operational human resource activities, administering company policies and procedures, and ensuring compliances with applicable laws and regulations.

·      Supported the Director of Human Resources, Director of Clinical Services and the field staff. Duties included patient medical chart compliance, tracking orders, employee file compliance, recruitment, payroll and other miscellaneous duties.

·      Acted as a liaison to the employees for human resource issues and concerns.

·      Partnered with Human Resources Director to ensure timely and accurate payroll administration.

·      Received, triaged and effectively handled telephone inquiries.

·      Communicated and interacted with clients and vendors through both verbal and written means with excellent listening ability.

M.D. Anderson Cancer Center, Houston, Texas

04/2008 to 11/2015

Patient Advocate

·      Facilitated resolution of complaints and grievances for patients, families and visitors to keep institution complaints within state and federal regulatory requirements.

·      Resolved patient concerns and identified opportunities for improvement in the delivery of patient care and services by partnering with medical staff and multidisciplinary teams in the Gynecologic Oncology Center, Cancer Prevention Center and centers throughout the institution and inpatient units.

·      Reinforced the right to high quality healthcare with dignity by being the listener, communicator, mediator, and facilitator of a two-way communication network.

·      Implemented system improvements that directly impact patient’s satisfaction, quality of care and service.

·      Participated in committees designed to enhance clinical operations and departmental functionality.

·      Responsible for tracking system deficiencies, analyzing trends and implementing departmental changes to positively impact patient satisfaction and reporting the results.

·      Collaborated and advised clinic management regarding strengths and weaknesses of their respective centers and offer suggestions and solutions to increase positive progression through quarterly executive summaries.

·      Identified potentially litigious cases and collaborated with Executive Leadership to work to resolve risk issues, including patient care and billing issues.

·      Arranged and participated in Ethics conferences and patient/family meetings with medical staff and multidisciplinary teams.

·      Participated in the development of social projects and institution-wide initiatives to enhance customer service and performance improvement activities that improve patient access/flow and patient/family satisfaction.

·      Trained and mentored incoming Patient Advocates and serve as a resource regarding logistical concerns. 

M.D. Anderson Cancer Center, Houston, Texas

04/2005 to 04/2008

Patient Care Assistant – Cardiopulmonary Center

·      Obtained and documented vital signs, assessments, planning and evaluation of patient needs, treatment and response to treatment.

·      Obtained patient information including referrals, medical records, pathology slides, radiology films, and reports from sources via various communication methods in compliance with HIPAA regulations.

·      Answered incoming calls and triage patients.

·      Assisted nursing staff with routine patient care services.

·      Assisted physicians and mid-level providers with exams, invasive/noninvasive procedures i.e. thoracentesis, bronchoscopies and emergencies.

·      Updated and retrieved patient information in computer-based patient record systems.

M.D. Anderson Cancer Center, Houston, Texas

09/2003 to 03/2005

Graduate Nurse/Patient Care Assistant – Bone and Marrow Transplantation Inpatient Unit

·      Performed basic procedures to include vital signs, intake and output, lab draws, glucose checks, and EKG.

·      Documented nursing intervention in the patient's medical record.

·      Managed patient outcomes by providing, coordinating and supporting clinical aspects of direct care across the continuum of care.

·      Collaborated with physicians, other services, patient and patient's family to plan care and evaluate outcomes.

·      Assured continuity of care through appropriate discharge planning, patient education and coordination of services.

·      Coordinated patient education, serving as a liaison between patients, families, physicians, and other health care professionals, problem solving and complaint resolution.

Johns Hopkins Hospital, Baltimore, Maryland

1996 to 2003

Nursing Assistant – Stem Cell Transplantation  Inpatient Unit

·      Provided high-quality care as a CNA.

·      Obtained vital signs, collected input and output and documented pertinent information in the patient’s medical record.

·      Displayed skills in performing lab draws and glucose checks.

·      Preserved patient dignity and minimized discomfort while carrying out duties such as bedpan changes, diapering, and emptying drainage bags.

·      Proficient with starting IVs and inserting catheters.

·      Assisted patients with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming.

·      Complied with HIPAA standards in all patient documentation and interactions.