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Professional Summary
An experienced health care professional that is adaptable to new challenges with a proven record of building successful teams and delivering results.

  • Diverse experience, includes project management, process improvement in the hospital setting
  • Skillful understanding of patient experience enhancement, health care compliance, and organizational planning
  • Excellent problem solving and negotiation skills
Professional Experience
Director of Volunteer Services, 08/2010 to Current
Baptist Medical Center Jacksonville 800 Prudential Drive
    Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
  • Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
  • Led the planning and achievement of goals and objectives consistent with the agency mission and philosophy.
  • Recruited, hired, trained and coached on average of 25new volunteers per year.
Director of Patient Relations, Current
Baptist Medical Center Jacksonville Jacksonville, FL
  • Implemented the integration of the Auxiliary and Patient Relations Department resulting in a cost savings of $45,000,  and streamlined patient experience services
  • Created boardroom and multimedia presentations for enhanced understanding of HCAHPS Score Improvement to key stakeholders
Director of Volunteer Services, 08/2010 to Current
Baptist Medical Center Jacksonville Jacksonville, FL
Patient Representative/Advocate, 06/2007 to 08/2010
Baptist Medical Center Jacksonville Jacksonville, FL
  • Analyzed departmental documents for appropriate distribution and filing.

  • Mon
Patient Access Services Rep III, 06/2002 to 06/2007
Baptist Medical Center Jacksonville Jacksonville, FL
Patient Liaison, 01/2000 to 06/2002
Baptist Primary Care Jacksonville, FL
Patient Access Representative, 10/1997 to 01/2000
Baptist Medical Center Jacksonville Jacksonville, FL
Education
Associate of Applied Science: Medical Coder/Biller Technology, 2009
Florida Community College at Jacksonville - Jacksonville, FL
Bachelor of Science: Health Care Administration, Expected Fall of 2018
University of Phoenix - Phoenix
Professional/Community Affiliations
  • American College of Healthcare Executives
  • Cathedral Arts Project, Board of Directors Member
  • United Way Community Co-Chair, Baptist Health
  • First Coast Council Representative, FADVS
Certifications
CDVS (Certified Director of Volunteer Services) conferred by the Florida Association of Directors of Volunteer Services, Inc.

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Professional Summary
 
​Accomplished Office Manager, Client Services Manager, Senior Practice Supervisor, and Procedure Coordinator with experience supporting five physicians in a busy medical office with excellent people skills, and dedicated work ethic. Strong attention to detail, and patient / customer focused care. Efficient multi-tasking capabilities, and demonstrated team player with a positive attitude. 
Skill Highlights
  • Adapts quickly to new tasks and responsibilities
  • Good written and verbal communication skills
  • Patient-focused care
  • Multi-tasking
  • Plastic surgery, Ophthalmology, and GI background
  • Assessment of coded data for accurate and timely billing
  • Strong organizational and planning skills
  • Tireless work ethic and deadline driven
  • Computer and Microsoft office literate
Professional Experience
HMR Weight Management Service Corp. Freeport, NY Customer Service Manager 02/2017 to 12/2019
 
  • Receive, acknowledge, and respond to all customer orders, requests, and complaints that arrive to general company and personal office inbox.
  • Ensure all orders taken by the team and I are input correctly and forwarded to warehouses local & domestic for prompt shipment.
  • Problem solve customer query as they arrive.
  • Trouble shoot with order returns and or exchanges through providing guidance, direction, and options to resolve or correct.
  • Cross references invoices received from vendors, review, log to spreadsheet, and provide authorization for payment following cross reference of quote(s) from vendor.
  • Inventory control for both New York and California.
  • Ensure all team members from warehouse, office, and management are informed and connected through communication and transparency. 
  • New York liaison for Massachusetts upper Management to keep all abreast of customer, supply chain, building, or office query.
Zench Eye Care Bellmore, NY Office Manager 05/2016 to 09/2016
 
  • Manage, delegate, and support staff of twelve. 
  • Implement policies and procedures to streamline structure. 
  • Create new culture within office including job description and responsibilities.
  • Project manager for resource based scheduling and recall project. 
  • Liaise and correspond directly with patients and doctors. 
  • Spearhead project to change patients record from paper to paperless. 
  • Work with insurance companies to obtain pre-authorizations for each corresponding procedure.
Gotham Gastroenterology New York, NY Practice Supervisor and Senior Procedure Coordinator 12/2014 to 04/2016
 
  • Book all procedures and imaging studies for five doctor practice at ambulatory facilities in excess of one hundred and thirty procedures per week, and sixty five imaging studies per week. 
  • Liaise and correspond directly with patients answering any questions or concerns pertaining to their procedure and coinciding procedure preparation. 
  • Work with insurance companies to obtain pre-authorizations and ensure medical clearance. 
  • Work directly with ambulatory center to ensure accuracy for doctors schedules. 
  • Cross reference insurance coding with doctor interpreted instruction for invoicing purposes. 
  • Manage and delegate overflow tasks to team of eight. 
Srb Plastic Surgery New York, NY Patient Liaison 04/2012 to 12/2014
 
  • Respond to patient inquiries and provide resolution. 
  • Patient intake and schedule coordination for all procedures for cosmetic or reconstructive surgeries. 
  • Patient consultation for all surgical and reconstructive procedures. 
  • Provide doctor with monthly breakdown or surgical cases and statistical reports. 
  • Insurance verification and compliance. 
  • Organization and record keeping of all insurance checks, explanation of benefits, and insurance letters. 
  • Point person for Aproquen burn clinic (Charitable Non-Profit).
Nassau Educators FCU Garden City, NY Member Services Representative 01/2006 to 04/2012
 
  • Opening accounts including but not limited to checking, savings, money market, and CD's.
  • Use of APPRO financial system program for input of all loan applications. 
  • Interface with and provide third party institutions with required documentation, and verification of customer deposits, and assets for use in audits, closings, and assisted living programs. 
  • Respond to customer service inquiries and provide appropriate resolution. 
  • Received 4 awards for quality control and quality assurance for 2008. 
  • Received employee of the month award in June 2007. 

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Summary
Enthusiastic, adaptable and reliable Masters of Public Health/Pre-Med Student, with 3+ years of volunteer experience in the Medical field and Public health field, I have a proven ability to handle extensive public health and medical duties in the following areas: Mental health, foodborne disease, Primary Care, Social Services, Pulmonary Clinics, GI Clinics, Cancer Centers, Breast and Cervical Cancer Programs, Burn Centers, Children's Healthcare and Renal Failure. I am determined to make a difference and become a valuable asset to any organization. Volunteer work in the Medical field providing various types of healthcare
Skills
MS Word, Excel, PowerPoint; EPIC Database, Referral DME Database, ECIN,MAVEN
Experience
HRTP Research Assistant Intern
January 2017
HRTP Intern Department of Communicable Disease Long Island City, NY
  • for AOT program Duties Included:.
  • Surveillance for Salmonella infections.
  • Collect case data from health care providers and conduct patient interviews;.
  • Investigate Salmonella, Campylobacter, West Nile virus outbreaks;.
  • Data entry, data management, data analysis, and/or miscellaneous projects;.
  • Assist with other disease investigations within the Bureau of Communicable Disease where necessary;.
  • Data Cleaning - Extract data from clinical charts, classify that data, and manipulate and evaluate data sets, and.
  • Assist with Quality Assurance Projects and Attend ACT team meetings.
Inpatient Volunteer
January 2014 to January 2016
CHILDREN HEALTHCARE OF ATLANTA HUGHES SPALDING Atlanta, GA
  • Feed, change and hold babies within inpatient clinic.
  • Purchase toys, games and movies for children's room and interact with patients.
  • Comfort children and parents during their stay at the inpatient clinic.
  • Read to patients ages 3-6 during their stay at the CHOA.
Renal Failure Volunteer
January 2013 to January 2016
EMORY HOSPITAL MIDTOWN & GRADY MEMORIAL HOSPITAL Atlanta, GA
  • Admit and discharge patients on the Renal Failure floor.
  • Make charts for Doctors in order for them to tend to patients.
  • Answer patient room calls and page Nurses and Doctors for patient needs.
  • Operate Bed Planning Network where patients are assigned rooms for specific categories.
Burn Center Volunteer
  • Assist with stocking medical supplies for the burn center and provide supplies to patient's rooms.
  • Assist Nurses with dressing changes for ICU patients and patients in Burn Center.
  • Observe hydrotherapy procedures done by Nurses and Doctors in the Burn Center.
Primary Care Volunteer
January 2013 to January 2014
  • Worked directly with Physicians, Nurses and Clerks to assist with patient care.
  • Scheduled appointments for Primary Care patients.
  • Utilized Grady Health Net and EPIC system to assist in patient care.
Social Services Volunteer
January 2013 to January 2014
  • Scanned authorization/approval forms from 3rd party payers into patient medical records.
  • Handled Clerk duties-scheduled transportation, answered calls, referred shelters, food banks and clothing distributors.
  • Inputted Home Health face-to-face forms through all scripts along with referral data through all scripts.
  • Provided IV Supplies-Vancomycin, dressing changes, alcohol pads and gauze for each patient.
Pulmonary Clinic Volunteer
January 2013 to January 2014
  • Maintained input of Pulmonary Clinic inpatient information into EPIC system and ECIN for Home Health.
  • Interpreted sleep studies to make preparations for Doctors review and submission into ECIN system.
  • Completed CPAP forms for patients' needs and face-to-face documents.
GI Clinic Volunteer
January 2013 to January 2014
  • Assisted with transporting GI patients to their beds.
  • Maintained cleanliness of equipment for GI staff to utilize for patients.
  • Made bed rolls for new admissions patients.
  • Assisted with turning and moving patients into rooms.
  • Delivered various supplies to the staff in GI Clinic.
Surgical Liaison
January 2016 to January 2017
HOSPITAL OF SPECIAL SURGERY New York, NY
Medical Scribe
January 2016 to Current
AFC Urgent Care Bronx, NY
  • Assist physicians in patient care including:.
  • Escort patient to room.
  • Take vital signs.
  • Accompany physician in the exam room.
  • Document all physician intake from patient (Including detailed information for Workers Comp and No Fault visits).
  • Assist physician in completing all notes and forms.
  • Producing work and school notes for physicians.
  • Assist physician in every facet of patient care.
  • Discharge patients from room with instructions.
  • Clean rooms.
  • Ensure patient flow is speedy and organized.
  • Ensure cleanliness of the facility.
Patient Care Liaison
March 2017 to Current
Atrium Post Acute Care of Wayne New Jersey Wayne, NJ
  • Surgical Liaison The liaisons are responsible for welcoming and orienting arriving patients and families.
  • They provide updates about the patient's surgical journey or procedure, escort families to see loved ones in PACU/Recovery, circulate to ensure families' questions and needs are met, and work closely with medical staff to update family members on current condition of patients.
  • Utilized EPIC medical system to admit patients and move patients to various floors in the facility.
  • Excel Pre-Pa Clerkship Program.
Patient liaison
  • Quality of Life Patient survey.
Quality Assurance Team Member
  • Direct patient contact.
  • Healthcare team member.
  • Attend weekly directors meetings Developed skills in bedside manner.
  • Patient interaction/interviewing.
  • Detect and resolve patient QOL issues.
  • Work as a liaison between patients and staff.
  • Develop plan of actions and follow up.
  • Experience as part of healthcare team Insight / guidance re: the PA profession.
  • Observe PA / Patient interaction.
  • Observe PA / Physician collaboration.
  • Observe PA medical practice Suny Downstate Medical Center Pediatric Intensive Care Unit.
Shadowed Chief Physician Assistant
July 2017 to September 2017
Brooklyn, NY
Shadowed Physician Assistant
  • in intensive care unit and observed scoliosis patients, sickle cell, patients, pneumonia patients.
  • also observed IV line, CPAP, BIPAP and traches put in on patients, attended medical lectures and case study lectures on patients in the medical facility.
Education and Training
Masters of Public Health (MPH) : June 2018 AT. Still University Mesa, Arizona
Bachelor Arts & Science : Biological Science/Pre-Med, 2016 Clark Atlanta University Atlanta, GA Biological Science/Pre-Med
Skills
charts, Communicable Disease, communication skills, data analysis, Data entry, data management, Database, forms, Home Health, instruction, notes, Assist physician, meetings, Excel, PowerPoint, MS Word, Network, page, patient care, Direct patient, patient flow, PACU, Primary Care, Producing, Quality, quality assurance, Read, Self-starter, scripts, transportation, Take vital signs, Excellent written

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Executive Profile

Ambitious and self driven manager. Resourceful and committed. Easily establishes beneficial partnerships and relationships with vendors, customers and service providers,offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with entrepreneurial attitude.

Skill Highlights
  • Project management
  • Business operations organization
  • Client account management
  • Human resources
  • Marketing
  • CPR Certified
  • Small business development
  • Customer oriented
  • Budgeting expertise
  • Employee relations
  • Self-motivated
  • Team Player
Core Accomplishments

Project Management-

  • Handled all functions related to Marketing products and services.
  • Launched well-received retirement fund for employees.
  • Mentored and coached employees resulting in a 23% increase increase in productivity.

Compliance-

  • Maintained compliance with regulatory standards by HIPPA and OSHA.

Implementation-

  • Assisted in implementation of new Electronic Medical Records system that resulted in improved patient care, faster service and consolidated costs.

Patient Care-

  • Ensured quality control through admissions, assessments, treatments, and referrals for a broad range of patients.
  • Treated patients suffering from Trauma, Fractures and Sprains.
Professional Experience
Executive Manager Apr 2006 to Current
Rolando Construction Inc. Faifax , VA

Carry out goals, Team Leadership, Finance and Budgeting, policy development and enforcement. Accountable for customer satisfaction. Manages a team of 22 of professional.Strengthens company's business by leading implementation of the organization's brand recognition . Institutes staff meetings and explores new opportunities to increase revenue or minimize costs. Sets budgets and allocating funds as needed, engages in contracts negotiations with suppliers, business partners and buyers.

Administrator Assistant / Patient Liaison Feb 2004 to Nov 2015
Dr. Montague Blundon III Bethesda, MD

Oversees daily high-volume medical office operations. Responsibilities include: front desk management, billing, creating medical forms (Spanish / English), medical supplies, supply chain management and inventory, translations for multi-lingual patients (Spanish, Italian), insurance company authorizations, managing patient complaints, maintaining medical records, IT support/programming with in software setup / Electronic Medical Records support, managing doctor's schedule for Chief of Orthopedic Trauma surgery, managing collections and patient payment plans, assisting with casting, blood pressure, weigh-ins, room prep, and pre/post-operation briefings for patients. Entering medical and social history, medication, diagnoses, allergies and symptoms. Responsible for being the liaison between patients and attending physicians. Responsible for working with and reaching out to patients to determine appropriate payment plans and collections resulting in an excellent rating. Collecting Specimens and going over results with patients.

Assistant Manager Apr 2010 to Aug 2015
Fontina Grille Rockville, MD

Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Minimized loss and misuse of equipment through proper restaurant supervision and staff training.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.Ensured proper cleanliness was maintained in all areas of the bar and front of house.Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.Performed restaurant walk-throughs to gauge timeliness and excellent service quality.Initiated negotiations regarding vendor contracts and kept updated records of contracts.Carefully prepared weekly payroll to keep up with projected revenue for the week.Managed accounts payable, accounts receivable and payroll.

Assistant Aministrator Sep 2001 to Feb 2003
Orthopeadic Center Bethesda, MD

Responsible for various administrative tasks such as maintaining the calendar for an office with two departments: a six-man Orthopedic Physician/Surgeon team, and a Physical Therapy department. As the office's daily operations' financial officer, responsible for calculating and writing deposit slips and conducting daily deposits for both of the office's departments. Managed all out-patient surgery referrals, scheduling and post-operative instructions.

Education
Associate of Arts, Business 2002 Montgomery College Rockville, MD
Bachelor of Arts, Business 2016 University College Park College Park, MD
High School Diploma 1998 Walt Whitman Bethesda , MD
Languages

Trilingual -Spanish/Italian/English

Computer Skills

Microsoft Office Suite, Outlook, Power Point, Access, Excel, CBSI (Certified Billing Solutions, Inc.), Auto CAD, Allscripts, ICsystems, Medical Manager, MyWay, EMR (Electronic Medical Record), Adobe Suite, Quick Books

Hobbies

Cooking, Martial Arts (Brazilian Jujitsu, Mauy Thai, Tae Kwon Do, Karate Shotokan), Event Planning/Decor, Opera Singer, Catering