Interpreter Officer

Hala S. Fam

adl8fo@r.postjobfree.com

**** ***** *** ***. ******, CA 91335

Cell 818-***-****

Professional Summary

Highly talented, dedicated and accomplished Patient Experience manager with extensive experience in the healthcare settings. Accomplished and energetic with a solid history of achievements in patient experience, complaint resolution, budget management, cost reduction, contract negotiation, human resources, interpreter services, information technology, leadership training, employee retention, hospitality and public spaces, customer service, and service recovery system. High achiever with strong leadership experience, organizational and prioritization skills and excellent communication with senior level executives. Handled and communicated system wide initiatives, established relationships across organizational boundaries to improve systems in place and created new programs to improve efficiency across 4 hospitals and 150+ medical practice groups.

Major Strengths

Strategic & Technical Leadership

Web & Business Intelligence

Policy & Procedure Formulation

Hospitality & Customer Services

Multi-Million-Dollar Budget Management

Diplomatic Patient and Employee Complaint Resolution

Systems Migration

Continuous Integration

Contracts Negotiation

Project Management

Quality Assurance

Human Resources

Lean Six Sigma

Regulatory Compliance

System Audit

Professional Experience

Southern California Reproductive Center- Patient Experience Manager- August 2020- Present

Responsible for establishing, leading, coordinating the oversight of the practice comprehensive program to continuously improve the patient experience. Promote a practice wide approach to patient-centeredness and engagement. Serve as a change agent and work closely with different departments to identify priority areas, developing goals, planning improvement and measuring effectiveness. Responsible for the implementation and sustainability of patient satisfaction initiatives to improve patient experience across the practice in alignment with the strategic and operational objectives of CEO and CNO leadership. Develop strategic plan for advancing patient experience that aligns with the practice’s framework. Manage onsite PCC throughout the clinics. Identify new business opportunities and develop strategies to improve patient retention, patient conversion and revenue per patient. Developed a plan to directly design, manage and monitor the service experience of patients. Collaborating with providers, clinical team and all levels of staff in all services, and programs to create a consistent and sustainable system of service. Developed and conducted trainings in new software programs focused on improving patient experience. Developed relationship with marketing department to improve image and promote SCRC brand awareness. Developed and managed patient satisfaction survey program. Strategized solutions where there are gaps in patient care workflow. Over see the new patient coordinators, patient liaisons, surgery center and front desk.

Sandbar Nails (Owner) 2018-2020

Founded and managed all features of business, including customer service, accounting, inventory management, sales, marketing, staffing and training. Responsible for customer satisfaction, client retention and new client recruitment while continuing to grow business. Maintained a loyal customer base of over 150 guests. Excelled and provided a first-class professional service to valued clientele.

UCLA Health System- Manager Patient Experience, Complaint Resolution, Interpreter Services Director, Patients and Guests Service Recovery, Front-line Areas, Hospitality and Public Spaces- 1997- 2018

Led and executed strategy and policies across the health system (4 hospitals and 150+ MD practices) for patient experience, language interpreters, customer service, service recovery and hospitality and public spaces. Partnered with health system executives and directors to formulate strategy, executed new systems such as responding to patient concerns and grievances, developed FMPRO patient complaint data base, developed and implemented employee volunteer interpreter program (40 hrs.), meducation software integrated in patient medical records, video interpreting, translation software, staff competencies (online modules), and analyzed data usage across the health system. Provided leadership training, mentoring and coaching staff across the health system customer service (CICARE), developed patient and staff rounding and responded to their concerns, provided training on language assistance, policies and regulations, office of the Civil Rights, Joint Commission Standards, American with Disability Act and Center for Medicare and Medicaid Services guidelines to ensure compliance. Collaborated with other UC's to provide best practice and consistency.

Financial Officer: Managed a 5MM plus budget process. Oversaw budget reconciliation, accounting, purchasing, and acquisition of services vis a vis major contract negotiations. Managed FTE control and analyzed monthly reports. Negotiated contracts and strategically reduced cost for over $200K and generated over $250K in revenue.

Personnel and Payroll Officer: Identified and recruited effective people. Developed and retained staff, encouraged cooperation, teamwork and facilitated constructive conflict resolutions. Motivated staff and established goals. Conducted annual staff reviews and made recommendations for merits, and special awards. Oversaw all human resources and joint commission standards.

Department Operations: Efficiently operated in the context of multiple competing priorities, met deadlines, and consistently delivered high-quality work. Handled sensitive information and issues with confidentiality, integrity, and professionalism.

Director, Hospitality and Public Spaces: Lead and oversaw daily operations of a team of 18 employees and 120 volunteers in the medical center, medical plaza, surgical waiting areas and public space surveillance. Created atmosphere of service, quality and efficiency for patients, families, and staff.

Director, Health System Service Recovery Program: Directed the service recovery program for 4 hospitals. Strategically planed, set goals, and executed comprehensive program. Managed 500K of service recovery items annually. Implemented policy for better control, accountability and accessibility. Conducted individual and departmental audits and provided reports and feedback to leaderships for corrective actions.

Education

Board of Barbering and Cosmetology

March 2018

Cosmetology License

University of California Los Angeles

February 2015

QI/Lean 6 Sigma

Cross-Cultural Communications

January 2012

Train of Trainers Certification

National Association for Healthcare Quality

October 2012

CPHQ Certification

Business Officer Institute

October 2008

University of California Business

Cal State Northridge

June 1997

BA Child Development & Business Administration

Los Angeles Valley College

September 1993

Home Economics

Recent Achievements

Implemented patient complaint database (FMPRO)

Developed database to track budget, expense and revenue.

Negotiated pricing and agreements with 3rd party vendors and reduced cost by $200K.

Developed weekly patient rounding program and increased patient satisfaction scores.

Implemented interpreter charges by utilizing on-site interpreters for 150+ clinics, reduced vendor usage and produced $250K in revenue.

Developed a 40 hours Employee Volunteer Interpreter Training Program (EVIP) for the Health System to comply with the Joint Commission Standards, OCR, and ADA which provided immediate access to interpreters, reduced vendor cost by 200K, and bridged the patient and provider language gap.

Developed continuing education courses for the EVIP graduates.

Developed on-line training modules to improve system wide staff training and competencies.

Implemented wireless Interpreter videos for provider’s immediate access to over 250 languages 24/7.

Implemented system wide policies and trained employees on customer service, complaint resolutions, grievances, service recovery, hospitality and public spaces, and Interpreter Services.

Introduced and integrated interpreter documentation in the health system medical records.

Introduced and Integrated Meducation software to all patients to receive their medication instructions in their target language.

Delivered presentations. Developed projects outlines and oversaw all aspects of projects operations.

Implemented service recovery database for users to request items, document and review reports.

Implemented health system (4 hospitals) service recovery monthly audits to ensure proper usage, accountability and better access.

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