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Customer Service Medical, Policy and Process development,etc

Location:
Richmond, VA
Salary:
Negotiable
Posted:
July 29, 2016

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Resume:

JEFFERSON BANCHARAN

Richmond, VA

804-***-**** cell

acvxkb@r.postjobfree.com

Professional Profile

Excellent team player who listens, thrives on collaborating with diverse team members, and integrating divergent thoughts, opinions, and perspectives into meaningful action. Capable team player/leader with exceptional interpersonal and collaborative skills to foster team’s performance, along with a demonstrated talent for analyzing work processes for improvement opportunities Motivated self starter with the written communication skills, problem solving abilities, multi tasking talents, and strong work ethic to make a significant contribution to any organization. Experience

Director HCA Capital Division One Step Access Center. Richmond, VA Oct 2014 April 2016

● Provided leadership, management and administration of all aspects of the HCA One Step Access Center in order to ensure accomplishment of organizational mission and objectives.

● Responsible for developing relationships and processes that enhanced all access to HCA hospitals, services, physicians, and health care professionals.

● Hired and maintained appropriate staffing levels and utilization of personnel to ensure the highest quality of professional skill

● Provided a structured means for policy and procedure development through regularly scheduled staff meetings allowing for continual evaluation, review, and update of standards, functions, goals and objectives.

● Worked collaboratively with the HCA Capital Division medical staff advisors, and client designated medical staff advisors, to establish, revise and enforce the medical staff participation criteria for transfer operations.

● Promoted HCA Capital Division culture of excellence and quality service through teamwork, respectful communication, maintenance of a professional environment, partnership with those we served and anticipation of patient/customer needs.

● Developed capital/operational budget, strategic planning, and customer relations.

● Collaborated with Marketing, and Physician Provider Resources in outreach activities of the Access Center.

● Consulted with HCA Capital Ethics and Compliance Officers on the interpretation and enforcement of the Inspector’s General Safe Harbor Regulations, EMTALA, Stark Laws and any other points of law pertinent to communication center activity.

● Consulted with EMS Director and appropriate advisors on the interpretation and enforcement of all air and ground transport policies and procedures.

● Managed a clinical team of 18 full time employees.

● Collected, correlated, analyzed and interpreted operational, financial, and statistical data Inform and advise appropriate members of the Capital Senior Management of potential business opportunities.

● Prepared Emergency Back up planning and development policy Patient Transfer Center and Behavioral Health Manager, VCUHS. Richmond, VA Aug. 2004 Sept. 2014

● Representation at high level Hospital meetings which involved changes to policies and procedures.

● Strong interaction with teaching faculty in regards to changing and implementing new departmental procedures.

● Provided guidance, support and direction to staff. Reported directly to department’s Director.

● Conducted all training and development of staff.

● Relationship Development & Quality Improvement.

● Developed and maintained relationships with physicians in all clinical departments at VCUHS in order to meet their needs with regards to facilitating and expediting transfers to VCUHS.

● Provided support and oversight in registering and pre a dmitting incoming patients.

● Collaborated with bed management in the movement of patients.

● Provided support and oversight in facilitating and coordinating transfer of patients from external institutions to VCUHS, and from VCUHS clinics to the inpatient areas.

● Developed and maintained continuous relationships with community physicians and communicating feedback in identifying and eliminating barriers to transfers.

● Oversaw and developed a web based transfer process for VCUHS to allow ease of access and to improve efficiency of transfers.

● Assisted in providing residents and faculty with functioning temporary pagers.

● Provided exemplary customer service and handle all issues and concerns.

● Provided daily supervision & scheduling for the Communication Center.

● Provided all telecommunication support to emergency response and tele page.

● Maintained smooth operations in the following areas (Tele page, Transfer Center. Emergency Dispatch,

& General /Hospital Information.

● Managed a non clinical team of 20 full time employees

● Performed staff evaluations.

● Prepared weekly and monthly assigned and actionable patient transfer reports.

● Prepared all ACD metric call volume reports

Transfer Center Coordinator, VCUHS, Richmond, VA (Aug. 2003 2004)

● Handled and coordinated all inbound calls for referrals and transfers into the Medical Center. Prer egistered of all patients accepted for admission.

● Worked with bed management in the releasing of beds for patients accepted for admission.

● Actively communicated with Physicians on status of transfers. Patient Representative, VCUHS, Richmond, VA (Aug. 2001 2 003)

● Handled calls from Patients and Physicians office in scheduling of outpatient clinic appointments. Physician Answering Service Representative, NYU Medical Center, NYC, NY Aug. 1996 2 001

● Answered and documented all calls from patients requesting appointments.

● Paged on call Physicians for patients seeking urgent medical care. Highlights

October 2014 M arch 2015

Team leader in putting together all necessary infrastructure components towards the startup of the HCA One Step Access Center. High active collaboration with other contributors that included Hospital Executives, Physician and Nursing leadership, IT&S network engineers, Telephonic engineers, Software Application vendors, Human Resources, Registration and other hospital ancillary groups. Project completed with great success April 1, 2015 April 2012 Oct 2013

Took over and placed the Behavioral Intake Department under the Transfer Center and completed a full overhaul and redesigned a seamless process for referrals.

Education and Training

● Virginia Commonwealth University

B.S. Business Administration and Management (Projected completion, May 2018)

● Baruch College 1993

● Borough Manhattan Community College, (19881 991) Associates in Business Administration Application skills and knowledge

● Microsoft applications, SharePoint*

● Hospital applications ( Cerner, Meditech, PARS, GE IDX, Cognos)

● Data base Software applications (Teletracking, Central Logic, )

● Recording applications ( ZOOM,)

● Telephony ( Avaya, Cisco UCCE,UCCX)

● Paging system ( AMCOM/Spok)

● Kronos Time keeping

● Lawson



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