Patient Care Customer Service

Ambar Encarnacion

Bronx, New York, United States 347-***-**** **********@*****.***

Professional Summary

Dedicated and results-driven healthcare professional with extensive experience in patient care coordination, team leadership, and system management. Proven success in improving patient outcomes, managing large teams, and optimizing operational efficiency in both healthcare settings and medical spa environments. Fluent in English and Spanish, with a strong background in managing complex care programs, enhancing customer service delivery, and ensuring healthcare compliance. Committed to continuous professional development and delivering top-tier service in fast-paced healthcare environments.

Professional Experience

Health Home Service Adults (HHSA) Supervisor

Jemcare, Brooklyn, New York

December 2023 - Present

● Spearheaded the department's expansion, increasing the team size by 212% from 32 to 100 employees within 6 months, while ensuring seamless integration and improving team performance and morale.

● Oversaw and provided leadership for two teams consisting of Senior Care Managers and Team Leads, ensuring smooth coordination and improved overall team efficiency.

● Supervised and mentored Care Managers, enhancing team capabilities and improving patient satisfaction by 15% through tailored coaching and development.

● Developed and optimized care plans for high-risk, complex patients, collaborating with multidisciplinary teams to improve patient outcomes.

● Conducted comprehensive case reviews and quality audits, achieving a 20% improvement in compliance with patient care protocols.

● Advocated for patient needs, addressing concerns and driving positive outcomes through proactive communication with patients' healthcare providers.

● Analyzed patient data to identify trends and gaps in care, contributing to decision-making processes that led to quality improvements across the program.

● Led conflict resolution and de-escalation initiatives for patients with chronic conditions, ensuring positive patient experiences and safety.

● Conducted interviews for department recruitment, helping to expand the team and identify candidates that aligned with departmental goals and organizational values. Team Lead

Jemcare, Brooklyn, New York

October 2022 - December 2023

● Provided technical system support and guidance to a team of Care Managers, resulting in a 10% reduction in system downtime and more efficient patient management.

● Led training and development programs on system usage, social benefits, and customer management best practices, increasing team competency and efficiency.

● Offered one-on-one mentoring and continuous feedback to support staff development and ensure adherence to organizational goals and service standards.

● Increased team’s knowledge and performance around social benefits eligibility and enrollment processes, resulting in higher customer satisfaction and reduced query response times.

● Collaborated closely with senior management to optimize workflows and improve departmental performance, reducing operational inefficiencies by 25%. Manager

Francis Medical Spa, Bronx, NY

March 2021 - April 2022

● Managed day-to-day operations of a busy medical spa, overseeing scheduling, patient intake, and clinical procedures, leading to a 20% increase in patient retention and satisfaction.

● Coordinated care for post-plastic surgery patients, ensuring adherence to recovery protocols and follow-up appointments, improving patient recovery outcomes by 30%.

● Trained and supervised staff on medical procedures, health and safety compliance, and patient care, maintaining the spa’s high standards and reducing incidents by 15%.

● Provided exceptional customer service, resolving patient concerns promptly and ensuring a high level of patient experience from consultation through post-care.

● Ensured accurate and compliant patient records, adhering to all healthcare privacy regulations.

Education

Bronx Community College

Nursing Program (In Progress)

Expected Graduation: June 2026

Bronx, NY

Kingsbridge International High School

High School Diploma, 2016

Bronx, NY

Certifications & Training

● Medical Assistance Certification, ACMA

● Annual HIPAA Certification

● HIV Prevention Certification, HIV Institute

● Mandated Reporter Certification, NY State.

Skills

● Bilingual (English/Spanish)

● Team Management & Leadership

● Healthcare Compliance & HIPAA Regulations

● Patient-Centered Care

● System Troubleshooting & Optimization

● Data Analysis & Reporting

● Conflict Resolution & De-escalation

● Medical Records Management (Foothold Clinical Records)

● Customer Service Excellence

● Social Benefits & Eligibility

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