Project Management Patient Experience
Resume:
KAROLYN MAY B.S. BUSINESS MANAGEMENT HEALTHCARE ADMINISTRATION
Pueblo, Colorado 81006
ad1nxq@r.postjobfree.com
Strategic Onboarding Specialist with well-established background in HR processes. Adept in coordinating onboarding activities with excellent communication skills to interact with new hires and managers. Reliable and dedicated to utilizing industry’s best practices. Successful Patient Experience Liaison with proven track record of success in implementing strategies to engage patients. Knowledge of hospital policies and procedures with good understanding of legal and compliance requirements. Approachable and committed to setting up new hire staff for success when interacting with patients. Strong project management skills with every job task from start to completion. Demonstrate efficiency in coordinating onboarding activities with organizing and planning abilities. Possess strong interpersonal and relationship-building skills dedicated to integrating new hires effectively into the organization. Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into hospital initiatives. Effective communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Successful training facilitator with expertise in employee training and education. Adept at building and maintaining positive relationships with employees and management. Strong organizational skills committed to adhering to relevant laws and regulations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Self-aware *File and records management *Training development *Organizational Development
Training and mentoring *Team Building *Employee Development *Active Listening *Epic record proficiency
Good telephone etiquette *Organizational and Time Management *Empathy *Excellent verbal & written connections building long term relationships among peers, patients, and governance.
PATIENT EXPERIENCE ONBOARDING LIAISON PARKVIEW HOSPITAL, PUEBLO, COLORADO
3/2022 TO PRESENT 40 HR per week, 10-hour days, Supervisor Brandi Peterson ad1nxq@r.postjobfree.com
Provide patients with a definite understanding of their treatment program.
Communicate with providers about patient concerns, hesitations, and timeline concerns.
Intermediary between hospital departments and patient/family supporting a positive patient experience.
Work with department to limit and resolve delays in service communicating reason for delay in service sharing projected timeline to patient/family.
Solicit feedback from patients/family about their understanding of hospital experiences, treatment options and clinical questions.
Educate health care professionals on ways to humanize a patient’s and belief based on feedback from patients/family.
Analize trends in healthcare concerns, needs, and wants to move forward in developing best practice action plans for each unique situation as presented.
Incorporate key concepts in communicating with providers, patients, and families to improve quality, effectiveness, and efficiency of care among our patients and providers.
When rounding on inpatients to gather feedback regarding patient care experiences skills utilized include: Inclusivity * empathetic listening * remote collaboration via text or phone call * analytical expression regarding proactive steps taken to achieve best practices in patient care * written and verbal communication *group communication with leadership and new hires * training to include computer based learning and open dialog via teams or scheduled presentations *persuasion *problem solving to achieve pro-active steps in patient satisfaction.
GENETIC COUNSELOR ASSISTANT/ADVANCE PROCEDURE SCHEDULER/FRONT DESK SUPPORT PENROSE HOSPITAL, COLORADO SPRINGS, COLORADO 3/2015 TO 3/2022 40 HR week
Welcomed patients and visitors daily, verifying current personal and insurance information upon arrival while adhering to HIPPA standards.
Provided support to clinic and office managers, including appointment management, billing, collections, office administration and customer service.
Enter patient information into E.H.R. (Epic) including insurance, demographic and health history ensuring all records are up to date.
Managed front-office activities to optimize time management.
Provided comprehensive administrative support to clinic staff of thirty, including 2 Genetic Counselors. Operate multi-line phone system to schedule patients and assist with billing issues and insurance questions.
Supported the genetic counselors and other clinicians with administrative functions, including triaging incoming cases for genetic counselor and geneticist review, assist with collecting necessary patient clinical information in the outpatient and inpatient, ambulatory setting.
ASSISTANT MANAGER SAMUALS JEWELERS, PUEBLO, COLORADO 2014 FULL TIME 40 hours week, 2015- 2019 PART TIME UNTIL STORE Closure. Direct daily retail operations, progressing company training programs for new hire positions. 20-hour work week
BUSINESS SUPPORT II PARKVIEW HOSPITAL, PUEBLO, COLORADO 1/2008 TO 12/2013 40 HR week
Understand who our customers are and what our customers expect of us.
Be the first to respond to any customer request or need.
Support other members of the work team in meeting customer needs.
Support other Parkview Medical Group offices, in the direction of the Practice Manager or Parkview Medical Group director, by floating to any Parkview Medical Group office when the need arises.
Be accountable for the technical and behavioral competencies of the job.
Responsible for the business aspects of patient care to include scheduling procedures and office appointments, insurance verification, reception, pre-authorization, bookkeeping and other clerical support duties with emphasis on customer service.
CERTIFIED PHARMACY TECHNICIAN/ ADMISSIONS E.R.
CENTURA ST. MARY CORWIN HOSPITAL, PUEBLO, COLORADO 1/2005 TO 1/2008 40-hour work week/shifts
Solved customer problems in-person or over the telephone by aiding with placing orders, navigating systems, and locating items.
Maintained proper drug storage procedure, registries, and records for controlled drugs.
Answered incoming phone calls and addressed questions from customers and healthcare providers.
Stocked, labeled, and inventoried medication to keep accurate records.
Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Counted, measured, and compounded medications following standard procedures.
Restocked pharmacy shelves with current merchandise applying FIFO protocol of prescription expired dates.
Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
Resolved non-routine issues like third-party billing, computer system and customer service issues.
Coordinated verification and filling of more than one hundred daily prescriptions in high-volume hospital pharmacy environment.
Reviewed and verified customer information and insurance provider information.
Completed paperwork, entering prescription and insurance billing information into patient electronic health record.
Assisted in preparation, distribution, and storage of pharmaceuticals.
Maintained drug inventory levels by ordering necessary medications and supplies.
Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
Communicated directly with doctors’ offices via telephone, fax, email, teams.
Communicated with patients to collect information about prescriptions and medical conditions or arrange consultation with the pharmacists.
Calculated dosage filled prescriptions and prepared prescription labels with absolute accuracy.
Counted, measured, and compounded medications following standard procedures under Colorado State Law.
Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
EDUCATION
B.S. Business Management Healthcare Administration
Adams State University – Alamosa, Colorado 2019
Colorado State Certified Pharmacy 2005 Associate of Applied Arts 1997
SOFTWARE EPIC, EXCEL, WORD, OUTLOOK, POWERPOINT, GOOGLE DOCS, ADVOCOR
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