Experience

Massachusetts Medical Society

• United States
• Industry Associations
• 200 - 300 Employee

• Manager, Accreditation and Education Compliance

  • Jul 2019 - Present



Mount Auburn Hospital

• Hospitals and Health Care
• 700 & Above Employee

• Director Patient and Family Relations

  • Nov 2016 - Present

  Investigate patient and family complaints to improve relations and ensure excellent customer service.Serve as patient advocate by anticipating and fulfilling patient physical, medical, and emotional needs. Leverage systematic approach for leading staff across the spectrum of care to ensure satisfaction. Facilitate weekly human rights group for patients in the geriatric psychiatry unit as a human rights officer.Devised, introduced, and continually improved a diverse range of patient engagement activities. Coordinate logistics for various special events and celebrations, including patient safety week, infection prevention week, quality week, patient experience, service excellence, and staff appreciation. Enforce regulatory requirements for MA Department of Public Health, Office of Civil Rights, CMS, MA Division of Insurance (RBPO), Department of Mental Health, American Disabilities Act, and The Joint Commission. Show less

• Manager, Patient Relations

  • Oct 2015 - Present

  Cultivated strong professional relationships with employees across all departments and levels. Responded to inquiries and comments from patients, insurance companies, and other agencies.Leveraged proactive method to assessing services that had a negative impact on patient opinions. Recommended changes that enhanced satisfaction and followed-up to ensure successful intervention. Promoted patient-centered care by integrating clinical initiatives to encourage patient partnership. Show less



CRICO

• United States
• Insurance
• 100 - 200 Employee

• Continuing Medical Education Consultant

  • 2015 - 2016

  Delivered comprehensive support for CRICO’s continuing medical education ACCME audit

• Program Manager, Patient Safety Education Administration

  • 2013 - 2016

  Served as Continuing Medical Education (CME) expert, ensuring compliance with CME regulationsSite liaison for the Harvard Medical School Fellowship in patient safety and quality, a two year fellowship focused on developing skills needed to advance patient safety agenda by leveraging a captive insurer. Facilitated 18-day loss prevention training in collaboration with experts, internal and external stakeholders.Administered CRICO’s premium discount patient safety programs for high-risk specialties, by establishingcriteria, and managing auditing for compliance to determine applicability for eligible physicians. Supervised policy compliance, including internet security, workflows, methods of communication, and infrastructure support for federally listed Academic Medical Center Patient Safety Organization (AMC PSO). Coordinated sponsored activities, including employee appreciation day and patient safety symposia.Designed and implemented a two-year patient safety fellowship with Harvard Medical School. Improved staff satisfaction by leading the employee wellness and recreation committee. Created comprehensive patient safety curriculum for 9 Continuing Medical Education modules. Show less



CRICO

• United States
• Insurance
• 100 - 200 Employee

• Continuing Medical Education Coordinator

  • 2008 - 2009

  Co-lead the education oversight committee and created processes for sponsored activities. Co-lead the education oversight committee and created processes for sponsored activities.



Mass General Brigham - Salem Hospital

• Hospitals and Health Care
• 500 - 600 Employee

• Ombudsman and Human Rights Officer

  • 2005 - 2008

  Liaised between patients and hospital staff to manage complaints, litigation cases, and adverse events. Tracked complaint information to improve organizational performance using patient satisfaction data. Represented patient interests in performance improvement initiatives by working collaboratively with physicians, administration, department leaders, and hospital staff to evaluate performance trends. Engaged with regulatory agencies to secure compliance with standards pertaining to patient rights and complaints, including The Joint Commission, The Department of Public Health, and Office of Civil Rights. Show less



Tufts Health Plan

• United States
• Insurance
• 700 & Above Employee

• Senior Risk Management Specialist

  • 2001 - 2005

  Managed member-related sentinel events, including fraud investigation, adverse publicity, abuse of benefits, confidentiality breaches, quality and safety matters, and served as direct contact for members. Contributed to the development of company-wide risk management strategies, consulted on different projects utilizing risk management principles, and supported preparation for NCQA audits. Served as team leader for HIPAA privacy policy development regarding individual rights and public purposes.Effectively resolved all complaints from executive offices, and led company-wide training on risk management. Show less

• Customer Relations Supervisor

  • 1997 - 2001

  Responsible for daily management of team up to twenty-three in a high volume call center including competency based interviewing, disciplinary action processes, and performance reviews.

• Answer/Resource Coordinator

  • 1996 - 1997

  Educated members on benefits and plan procedures, claims resolution.



Salem Visiting Nurse Association

• Emergency ResponseTechnician

  • 1995 - 1996

  Collected and prioritized new client referrals from various agencies. Installation of personal response emergency systems. Medicaid and other third party billing.

• Certified Home Health Aide

  • 1994 - 1995

  Organized care plans for patients including: personal hygiene, diet, light physical, speech, and occupational therapy, communicated patient status to family members and case managers.