Customer Service Patient

Poula Hanna

C: 317-***-**** Indianapolis, IN 46268

adyump@r.postjobfree.com

EDUCATION

Ivy Tech Community College

Major: Business Administration

EXPERIENCE

St. Vincent Indiana, Indiana Region 04/2022 – 07/05/2023

Multiple department Director, Vertical Solution

Responsible for the accuracy and timeliness of financial data and statistics.

Develops and recommends department operating budget.

Coordinates transportation and patient observation activities and services with other hospital departments.

Maintains records and statistics for administrative and regulatory purposes.

Plans, organizes, directs, coordinates, and supervises functions and activities of the department.

Establishes work standards and workflow.

Establishes and implements policies and procedures for departmental operations.

Demonstrates good communication skills with clients.

Ensures compliance with all regulatory agencies.

Proactive in the achievement of the facility goals and objectives.

Demonstrates proficiency with respect to TeamChimes, TeamTransport and all related software.

St. Vincent Indiana, Indiana Region 03/2021 – 04/2022

Director, Patient Observation

Working hand in hand with the Systems Director to manage the patient observation operations within a 9-hospital system in the Indiana area.

Produced monthly financial reports for nine hospitals and presented results to clients.

Establishes and reviews standards and work procedures for all department staff in accordance with established policies and practices of the facility.

Plans work schedules, hours, areas of work, and job duties to ensure adequate services are rendered to all areas.

Interviews, selects, hires, evaluates, and recommends termination of department personnel in accordance with facility standards.

Orients, trains, and supervises all patient observation staff.

Completes daily assessments and evaluations; has the ability to recommend action items; builds and maintains relationships with key clients.

Conducts regular staff meetings and communicates with members of other departments consistently.

Travels and manages department staff and operations within designated region/hospitals.

Create and managed an annual budget for nine hospitals.

Follows-up on all client’s requests.

St. Vincent Main Hospital, Indianapolis, IN 08/2020 – 03/2021

Senior Patient Service Manager

Managed operation of Patient Service, Call Center, Production Team, Dish Room, and floor stocker.

Responsible for Retail and Patient Service Monthly invoice variance report.

Improved Patient satisfaction score for 800 beds.

Established goals and oversaw implementation of patient food services needs based upon medical direction, patient population and contract

Hired, directed, coached, trained, and developed patient services team members

Complied with dietary restrictions on special or modified diets to ensure optimal food preferences are met within guidelines of diet order limitations

Complied with regulatory agencies, including federal, state, and Joint Commission as evidenced by successful completion of surveys with no deficiencies

Visited patients on an assigned nursing unit or area and helps ensure that every patient is visited by a member of the management or professional team at least once during their hospital stay

Ensured patient services staff assists in achieving stated patient satisfaction goals

Participated in facility-wide and department Performance Improvement Program and on Performance Improvement teams to improve processes and patient care

Followed facility, department, and Company safety policies and procedures

Participated and attended all departmental meetings, staff development, and professional programs

St. Vincent Main Hospital, Indianapolis, IN 06/2019 –0 8/2020

Retail & Vending Manager

Managed the day-to-day operation of Retail, Gift shop, Starbucks, Vending, and Catering

Created budget and made sure financial goals are met

Managed the media on Workplace to promote our outstanding work

Head of regional safety committee as the Regional Safety Champion

Managed all regional vending machines and track sales

Processed payroll to ensure employees get paid correctly and on time

Promoted our products and worked with management team to increase sales

Conducted interviews with potential candidates

Conducted a monthly internal control review for the main hospital

Provided monthly invoice variance reports for Retail and Vending

Planed and supervised special functions and maintained cash controls and payroll records and oversaw the hiring of frontline team members.

Directed and trained staff to provide scheduled retail services.

Completed all daily, weekly, and monthly reports.

Implemented and maintained cash handling standards to eliminate theft of services or funds.

Ensured all QA and sanitation standards are maintained daily.

Contributed to the development of the web site and update social media with new programs/promotions.

St. Vincent Women’s Hospital, Indianapolis, IN 09/2015- 06/2019

Production Supervisor

Responsible for improving food service PRC scores

Head of safety committee as the safety champion

Performed inventory audits and placed orders for missing items

Communicated with doctors and nurses to ensure their needs are met

Assisted with running the day-to-day operation of dining services

Ensured client/customer service and satisfaction with efficient cost-effective management meeting and exceeding stated expectations

Assisted in the responsibility for all foodservice-related activities, including customer/patient care, retail, cafeteria, catering etc., quality improvement, sanitation, infection control and all facility-related activities.

Skills

Language Skills:

Fluent in Arabic and English

Work Skills:

Customer service, Communication, Sales, Food Safety, Safety Auditor, work please safety, Team leadership, Management, Training, Problem solving, Computer Skills and internal control review auditor.

Proficient in Excel, PowerPoint, and word.

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