I strive for excellence, to work in an environment that will enhance my knowledge, career, and which allows me to perform my management and problem-solving skills according to my strong caliber and efficiency. I aspire to achieve higher career growth through a continuous learning process, keeping myself dynamic, visionary, and competitive with the changing scenarios of the healthcare world.
Skills
Verbal and Written Communication
Evaluating Quality of Care
Providing Information and Resources
Calm and Effective Under Pressure
Resolving Problems
Building Rapport and Credibility
Organized and Efficient
Punctual and Hardworking
Time Management and Prioritization
Conflict Resolution
Bilingual Spanish and English
Work History
Patient Liaison & PFAC Working Owner, 08/2016 - Current Kindred Healthcare – Tucson, AZ,
Investigate, document and respond to patient/visitor complaints/concerns. Then escalate complaints/concerns to appropriate personnel/departments as necessary to obtain timely, satisfactory resolutions.
Develops, implements, and participates in customer service and patient relations initiatives by participating in committees, work groups, and process improvement teams aimed at improving patient satisfaction.
Regularly analyzes complaint data trends to appropriate leadership.
Identify risk issues, initiate ongoing communication with clients involved and act as their liaison throughout the risk management resolution process.
Seek creative, satisfactory resolutions that meet client requests while minimizing the loss of resources and risk of litigation.
Recommend/facilitate adjustments to client bills or reimbursement of client expenses in the interest of risk management or client satisfaction.
Serve as a network resource and consultant to clients and staff regarding patient rights and responsibilities, advance directives, ethical processes and issues, the complaint/grievance process, customer service, client satisfaction, informed consent, surrogate decision makers, continuation or refusal of care and organization’s mission, philosophy, values, and vision.
Develop and implement in-services for staff to enhance skills in communication, problem solving, conflict/complaint resolution, dealing with difficult clients, customer service, etc.
Provide emotional support to clients and staff during interactions.
Collaborate with risk management legal services, accreditation services and other staff to facilitate network compliance with federal and state laws and regulations and with Joint Commission standards related to patient rights and responsibilities, advance directives, ethical process, and other patient related issues.
Develop, review, and revise administrative policies and procedures, client literature and other documents related to patient care and services.
Administer financial assistance through ERF via purchase card or money order for staff and patients, verify eligibility and process loan, and reconcile monthly.
Facilitate monthly PFAC meetings, create meeting agendas, identify new and organize ongoing projects, inform staff of PFAC purpose and functionality as part of the DCMC organization through monthly orientation and daily encounters, conduct PFAC orientation once or bi-annually, and participate in PFAC Network Council meetings quarterly a key contact to coordinate site patient/family engagement and connect with steering committee regarding the improvement work with patients/families.
Patient Relations Representative, 06/2013 - 08/2016 Jams Arbitration, Meditation, And Adr Services – Los Angeles, CA,
Serve as a liaison between patients/families and staff by managing patient concerns and enforcing problem resolution plans within various departments.
Conduct investigations and provide a written response to patient complaints in accordance with the grievance process.
Conduct daily rounds within inpatient and outpatient units to elicit responses from patients regarding their level of satisfaction with hospital care and services, identify issues, referral needs and potential liabilities.
Gather and analyze quantitative statistics to identify trends in patient satisfaction, and share information with administration and unit base council committees in efforts to improve quality of care and customer service.
Assist/coach nursing staff in gaining awareness of patients’ and families’ perceptions of their overall experience as a tool to set process improvement goals in order to achieve performance standards.
Educate clinical and non-clinical staff about the use of service recovery tools available, survey reports and patient service resources.
Report to section leadership regarding necessary process improvements related to patient rights and hospital policies and procedures.
Participate in the development and management of policies and programs to encourage clinical staff to report improprieties without fear of retaliation by responding to potential litigation complaints received through anonymous internal reporting data systems.
Respond to crisis situations within all areas of the main campus, in efforts to support family members and staff as needed.
Participate in the hospital's marketing plans by promoting marketing tools and coordinating assigned public relations events on campus and off-site.
Actively participate in planning and executing of hospital wide employee reward and recognition programs based on performance excellence.
Assistant Manager, 05/2010 - 01/2012 Enterprise Rent-A-Car – City, STATE,
Manage a group of employees in providing the highest possible customer service; including managing the rental counter, telephone service and skills while leading by example to develop and maintain a successful operation plan.
Monitor the overall performance of employees, and plan motivational meetings and performance reviews to keep employees focused and promotable.
Create, plan and participate in sales plans, both inside and outside, on a regular basis in an effort to constantly grow the business and build strong relationships with each account.
Assist in customer service, problem resolution, logistics, marketing, accounting, training, time sheets, scheduling, payroll, and account receivable.
Education
BBA: Business in Marketing, Expected in - Texas A&M University - Corpus Christi - Corpus Christi, TX GPA:
GPA: 3.4
BBA: Business Management, Expected in - Texas A&M University - Corpus Christi - Corpus Christi, TX GPA:
GPA: 3.4
High School Diploma: , Expected in - Ben Bolt Palito Blanco High School - Ben Bolt, TX, GPA:
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