Waterbury, Connecticut, United States
Accomplished Black Belt Certified in Lean Six Sigma Since 2017 with 10+ years of experience in providing high-quality patient services, supervising nursing staff, and managing patient treatment within healthcare industry. Proven history of success in managing clinical operations, improving performance, leading quality improvement initiatives, and supporting quality management systems. Skilled in assessing applicability of new improvement methods, scheduling and enforcing performance standards, compiling and analyzing data, and interpreting complex documents. Demonstrated success in coaching, training, and mentoring junior nurses and paraprofessional staff whilst monitoring and evaluating performances. Possess excellent interpersonal, communication, and problem-solving with an aptitude to collaborate with colleagues, patients, and management. Accomplished in developing and leading process and procedure improvements to enhance efficiency and patient experiences. • Clinical Operations Coordination • Staff Performance Management • Patient Care & Assessment • Emerging Trends & Needs Analysis • Quality Management System • Continuous Process Improvement • Preventive & Corrective Action Planning • Key Relationships Building • Regulatory Compliance • Staff Training & Leadership
Manage the formulation and target for individuals and team. Provide Refresher courses for existing staff as well as provide motivation to CC representatives. Answer Questions from staff and provide guidance and feedback. Anticipate escalation and take over call when necessary. Work with other supervisor and management to support agents and maximize customer satisfaction. Selected Contributions: -Measured performance with key metrics such as calls abandonment and call wait times. Ensure adherence to policies for attendance. -Performed call spot checks to ensure quality customer services is maintained as well as measuring areas where staff may need additional training. -Identified operational issues and suggesting possible improvement.
Assisted patients with prescription refills, obtained patient medical history, scheduled appointments, and conducted referrals to specialty care through electronic medical records system (ECW). Ordered inventory office supplies and lab equipment. Prepared treatment rooms including sterilization of medical equipment and organizing lab specimens. Selected Contributions: -Took and measured vital signs for more than 40 patients per day. -Collected blood tissue and laboratory specimens, logged specimens, and prepared them for testing. -Managed front desk operations including reception, registration, and appointment scheduling. -Prepped patients for exams and medical procedures as well as assisted providers with procedures (e.g., PAP smears, cryotherapy, cysts drainage, wound care, etc.).
Conducted, Assessments, developed care plans, interventions and set goals for treatment plans. Monitored and evaluated members’ progress in a timely manner and responded to the individual member’s health needs. Collaborated with members’ health providers regarding treatment needs and plan of care. Oversaw daily operational clinic procedures (i.e., budget, purchase orders, data collection, schedule management clinic staff supervision and training, etc.). Managed internal and external reports, such as policy statements, grant proposals, and PCMH Documentation. Assisted with the medical team's satisfaction surveys for medical staff and patients, resulting in improved team member communication, and improved workflow. Maintained PCMH standards and policies within the clinics by planning staff meetings and preparing required documentation to remain in compliance. Selected Contributions: -Screened and interviewed prospective candidates for support staff positions. Ensured adequate staffing coverage of support staff. Point-person for conflict resolution at all health centres. -Collaborated with Clinic Administrator to develop, implement, and monitor effective quality improvement program. -Managed the maintenance of clinic equipment at all clinic sites with the cooperation of senior management, the Finance Department, and clerical staff. -Provided coverage and assumed the responsibilities of all 17 sites in the absents of the Clinic Administrator
Responsible for identification, documentation, and resolution of all-process improvement issues in the HUB. Played a key role in administering a comprehensive patient safety program to provide quality essential health services. Evaluated data and oversaw trends by receiving and processing patient safety reports in a timely fashion. Conducted risk assessments and created and executed action plans by working in cooperation with department leadership across the health care system. Optimized quality of care and performance by evaluating opportunity areas through conducting assessment of clinical microsystems. Received special training in data analytics, and prepared and presented reports to management after evaluating and interpreting data. Selected Contributions: -Developed and implemented Policies and procedures that resulted in smooth patient flow. -Monitored providers EPIC in basket to ensure proper documentation & completion of all tasks assigned. -Created and maintained inventory log making sure that clinic was fully stocked. -Prepared and maintained Nurse care managers to-go-bags with necessary supplies and equipment. -Anticipated inventory needs when ordering, as well as kept careful documentation of all incoming inventory.