Human Resource Patient Care

RITA COBB-ROACH

**** ******* ***** *******, ***** 77057

Cell: 217-***-****

Email: *************@***.***

Summary

I am pursuing a role in in Health Care Management Administration or Human Resource department where my professional experience and education will allow me to make an immediate contribution, as an integral part of a progressive organization.

Education and Training

HSHS Emerging Leaders Program- Springfield, IL March 16 - August 10, 2022, Mentor- Joann VanLeer Radiology Director HSHS St. John’s Hospital: 2022 Herzing University Online- Minneapolis, Minnesota

Post Master's Certificate in Accounting and Finance October 15- December 18, 2019 HSHS St. John’s Performance Improvement Training May-July 2018 MBA HealthCare Administration Management- Human Resource Management, August 2017 Herzing University Online Minneapolis, Minnesota Bachelor of Science: Management - Human Resource Management, May 2011 Kaplan University Davenport, IA

Associate of Applied Science: Business Administration Management, June 2007 Kaplan University Davenport, IA

Secretary/Clerk-Typist

MSTA Business College, August 1983 Chicago, IL

Wells Fargo Home Mortgage Reverse Mentoring Senior Management Training: 2011 Business Administration Management Human Resources Learning and Development Springfield, IL Mentor- Jennifer Cultip Smith HR Manager NC: 2015

Wells Fargo Home Mortgage Diversity Program Diversity Leaders Program Training: 2010 Chuck Bishop/ Eric Stoddard Diverse Leaders Program CRA Best Practices Projects Work Experience

Senior Patient Associate

May 2023 - Current

Baylor College of Medicine- Houston, TX

Oversees processes that support patient care service activities for designated areas of responsibility. Responsible for supporting non-clinical activities that advance the organizations delivery of patient care and provide direct impact to areas such as customer service, efficiency, and quality of care. Analyzes data to improve operational efficiency and implement outcomes. Works with department leaders to resolve issues and develop a strategy for maintaining solution platforms. Train department leaders on databases, tools, and reports to support the advancement of goals. Develop communication plans to improve operational awareness for all populations. Performs other job-related duties as assigned. Patient Experience Coordinator

July 2018 to April 2023

HSHS St. John’s Hospital- Springfield, IL

Oversees activities and provides support within assigned areas. Works closely with the directors/manager to plan, implement and facilitate the work activity of the unit to accomplish goals and objectives. Assists the management team with colleague actions including, but not limited to, hiring, discipline and corrective actions. Assists with the revenue and expense management within the department. Accounts Payable Center adding and approve. I am responsible for approving Invoice contract vendor voucher up to $10,000. Provides input to policy level direction regarding related standards. Work closely with CEO, CNO, CMO reporting out on patient experience scores. Lead the compliant and grievance policy at the HSHS St. John’s ministry follow up with resolutions etc. Patient Advocate

May 2016 to July 2018

HSHS St. John’s Hospital Springfield, IL

As a patient advocate, I am responsible for the developing, revising and implementing policies and procedures as needed. Facilitates the patient complaint/grievance process, with positive patient experience. Making rounds to each unit daily visit all new admissions and also identify patients' needs or issues and then visit the patients to advocate on their behalf. Actively working with unit leaders and staff to assign and assure follow-up action is taken quickly to resolve all issues. Documenting and reporting trends in patient attitudes and /or obstacles to delivery immediate service recovery. Investigates referrals/ complaints through review of records and discussion with appropriate individuals in an objective, thorough and tactful manner. Participates in staff and community education on patient rights, the complaint procedure and other related issues as requested. Generate weekly/ end of month reports and track IRIS reports, discharge phone calls reporting back to unit leaders’ positive/negative feedback. Training, coaching, delegating work responsibility. Clerical Support Administrative Assistant Pre-Admission Testing Department August 2015 to May 2016

HSHS St. John’s Hospital Springfield, IL

Provide professional administrative assistant support to assigned leader(s), physician and/or another designee. Provide clerical and general assistance to facilitate the effective processing and maintenance of files, records, and requisitions. Provides for an organized communication flow and works with highly confidential information. And providing support to the Cardiac Nursing Staff Office Support

January 2015 to August 2015

Children & Family Services Intact Billing Springfield, IL Managed day to day operations with minimal supervision. Created reports and purchased office material. Performed complex, clerical services for the Intact Services. Provide clerical support to the team supervisor staff, delegated workflow. Including but not limited to mailing, filing, scanning confidential documents, extensive communication with all statewide agencies business managers and financial managers. Review each bill within five (5) working days of receipt for accuracy and completeness. Notify the Purchase of Service (POS) agency of any adjustment to the bill that must be made due to incorrect information and then submit the bill for payment. Prepare Billings that are completed and accurate Manual. Created a billing tracking system for all incoming bills, business managers, POS intact email distribution list. Review each bill within five (5) working days of receipt for accuracy and completeness. Notify the Purchase of Service (POS) agency of any adjustment to the bill that must be made due to incorrect information and then submit the bill for payment. Prepare Billings that are completed and accurate for processing and remove inaccurate entries from the CFS form sent incorrect cases to the POS agency to be corrected and re-billed. Created a new intact billing workflow from SACWIS for billing staff. Operations Team Lead

September 2002 to January 2015

Wells Fargo Home Consumer Lending Springfield, IL Interact and act as a liaison with business clients, business partners, internal and external staff, and update share point sites. Review and certify system access for team members. Prepare agendas, materials; coordinate room/equipment reservations. Manage electronic calendars, schedule meetings, appointments, conference calls. Conduct interviews and make hiring recommendations. Contribute and participate in team coaching and performance development discussions. Pre-Screening Candidates for Interviews. Facilitate feedback discussions with individuals. Participate and conduct team member training. Created offer Letters and Hiring Kit. Ensures that the team's acquisitions are completed on time and accurately. Planning, coordinating, and monitoring daily activities; were ranging from routine to moderately complex work in a major corporate environment. Reviewing, prioritizing, and distributing daily work to meet deadlines and goals. Monitoring work in progress and adjusting as needed. Effectively trains staff on duties, responsibilities, and expectations.

Skills

Billing acquisitions, agency and client billing, Clerical Support, Coaching Email, support to Senior Management, filing, financial support, Hiring/Training, HR, Information Security, Letters, mailing, materials, Calendar, Schedule meetings, Mentor, Mentoring, Access, PowerPoint, share point, Windows XP, Microsoft word, Networking, POS, Presentations, Progress, scanning, Supervisor, Excel Spreadsheets, Generating reports/Month End Summary, MyRounding Application and Press Ganey platform. RL Solutions, EPIC, Google review, and Yelp HSHS ContactUs, AP Invoices, General Ledgers, Presentation at New Hire Orientation. SMILE, validation reports. Lean Six Sigma Pocket Tool book Accomplishments

Serve on the Vision Council for United Way, HSHS St. John’s Hospital Emerging Leaders Program HSHS St. John’s Hospital

Served as the President for Pastoral Search Committee Pilgrim Rest Missionary Baptist Church Founder of Women Embracing Diversity Non-Profit Women's Support Group Organize Women Conferences/ Plan Activities Springfield, IL

Books

The E Factor how engaged Patients, Clinicians, Leaders and Employees will Transform Healthcare

(Craig Deao, MHA)

Lean Six Sigma Pocket Toolbox (Quick Reference Guide Michael L. George) Eat That Cookie make workplace positivity pay off for individuals, Teams, and Organization

(Liz Jazwiec)

The Nurse Leader Handbook (Studer Group)

The 21 Irrefutable Laws of Leadership (John C. Maxwell) The Servant’s playbook Survival strategies for Success in the Support Chair (Nate Stewart)

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