Objective: To work in an organization can benefit of my 21years of

administrative experience, as well as to represent and provide the utmost

professional service for an established, polished and respected

organization.

Experience: 5/2012 - 11/2012 High Desert Medical Group

Administration Lancaster, CA

Health Communication Specialist

. Conduct and Manage "Service for Success" program for

all staff

. Perform root-cause analysis and present t findings to

appropriate committees/individuals

. Assist as team member in developing tools to engage

patients to participate in care

. Work with Quality Management Director, tracking non-

clinical Pay For Performance Program (P4P),

. 5-Star Measure ratings, identify areas for

improvement and collaborate on training/education and

foster improvement

. Collaborate with Member Services Department, serving

as a resource and aligning mission, vision and values

. Assist in HR department with New Hire Orientation,

employee confidential requests, assist with

evaluations based on employee shadowing on skills

. Assist HR Director with highly confidential projects

5/2010 - 5/2012 Kaiser Permanente - SCPMG

Administration Panorama City, CA Service

Manager

. Work with department chiefs, service leaders, Area

Medical Directors, as well as with local and regional

leadership to develop workshops for Providers and Staff

to increase awareness of patient service, cultural

awareness and develop best practices.

. Content expertise in drivers of patient, member

satisfaction

. Work with department Chief in identifying providers who

can benefit from the Clinician Patient Communication

programs, as well as a certified coach/consultant

. Experience in developing and delivering service training

and coaching for all levels of healthcare staff

(physicians, management/supervisors, clinical and

administrative staff, etc)

. Producing and analyze score cards

. Provide and obtain quarterly internal and public reports

based on member/patient satisfaction

. Managed and supported Service Excellence Department

programs for the main campus and service areas

. Report out to Quality service committee meetings

4/2008 - 5/2010 Kaiser Permanente

-SCPMG Administration Lancaster, CA

Project Manager- Service Excellence

. Work with Dept Chiefs, Area Medical Directors, Local

Leadership to develop educational workshops for

physicians and staff to increase awareness of patient

customer service and develop best practices.

. Conduct educational classes for both physicians and non-

physicians on Service Strategies

. Report out Service Metrics to department and overall

service scores at Senior Leadership meetings.

. Member of the Regional Service Committee

. Instructor of Qualified Bilingual Program / Interpreter

testing and workshop orientation for QBS employees.

. Create reports regarding service metrics,

report/scorecards based on target scores.

. Conduct real time feedback from patients based on their

care experience

. Member Cultural Responsive Care Committee

. Member of the Medical Council Administrative Team

. Member of Labor Management Partnership Council

2007-2008 Kaiser Permanente - SCPMG

Administration Lancaster, CA

Project Manager- Outside Medical Department

. Analyze and track Outside Medical Contract data

. Provide staff, physicians and leadership to set

strategic direction projects

. Design processes to address identified problems

. Oversaw staff, helped maintained to keep morale

positive and provide a trusting working environment

for my employees

. Act as liaison, problem solver, and facilitator

2006-2007 Kaiser Permanente

Health Plan Lancaster, CA

Health Plan Representative

Member Services

. Provide support services to members regarding Health

Plan Benefits, insurance verifications

. Assist in members to obtain sooner medical

appointments and referrals as deemed medically

necessary

. File grievances, investigations. Including quality of

care & service issues, Provider complaints.

. Internal and external outside referral request,

claims, billing racking, reporting data on complaint

reports

11/2005-4/2006 Kaiser Permanente SCPMG

Administration Palmdale, CA

Administrative Assistant

. Provided administrative support for department

administrators and Department Chiefs,

. Work on special and capital projects, spreadsheets,

power point presentations, gathering and researching

data, handle employees request and issues, support

for all Providers and Physicians.

. Process employee evaluations, attendance records and

all personnel related correspondence.

5/2002 - 11/2005 Kaiser Permanente Health Plan

Lancaster, CA

Administrative Specialist III - Pharmacy Administration

. Provide manager support to pharmacy management staff.

Employee personnel, Corporate compliance, employee

schedules, increasing employee moral, team building,

data entry & tracking for Cholesterol AMCARE Clinic,

payroll/timekeeping for Lancaster, Palmdale & Santa

Clarita. Co-chaired staff meetings and transcribing

meeting notes.

11/2000 - 5/2002 Kaiser Permanente SCPMG

Administration Lancaster, CA

Administrative Assistant

. Answering phones, booking meetings, organizing

meetings, transcribe meeting minutes. Provide support

for Medical Director, Assistant Medical Group

Administrator and Department Administrators

1998 - 2000

Administrative Specialist Waterbury Hospital Clinic

Waterbury, CT

. Answering phones, greeting patients making

appointments, arrange physician schedules

. Medical Records, ICD-9 & CPT Coding, process claims,

referrals with HMO's.

1991-1998 St. Mary's Hospital

Outpatient Clinic Waterbury, CT

Administrative Medical Receptionist - Lead

Inpatient Unit Clerk

. Responsible for clerical operations with appropriate

staffing in all departments.

. Patient registrations, assist with insurance

verifications and financial assistance

Assist patient and physicians with scheduling

appointment both inpatient and outpatient in a

variety of specialties (Ob/Gyn, Infectious Disease,

Orthopedics, Podiatry, General Surgery, Urology,

Otolaryngology, Dermatology, Allergy, Psychiatry) and

diagnostic testing

. Inpatient Unit Clerk: Enter all diagnostic testing

required, call codes, patient room, answering call

room call lights, patient transfers, assist charge

nurse and nurses with administrative clerical duties

Education: High School Graduate 1991 General Studies & Business

Antelope Valley Community College

Currently working on my BA

Participate in community healthcare events, walks, runs,

Habitat for Humanity, American Cancer Society,

and American Heart, coached underprivileged, high risk

youth/young adults develop and inspire their interested in a

career in healthcare through the Archdioceses outreach program.

References: Supplied upon request.

. Formal presentations provided to internal key clients

Volunteer:

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