Experience

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  Brigham and Women's Hospital

  • Boston, Massachusetts, United States

  • Patient Navigator

    • May 2022 - Present
    • Boston, Massachusetts, United States

    Collaborate with healthcare professionals and department heads to coordinate patient visits, including scheduling, obtaining medical records, arranging lodging and transportation, and managing other facility-related details. Communicate with patients to validate any outside hospital data and respond to inquiries concerning scheduled visits. Notify patient's team of any impediments or issues that may affect patient. Provide assistance to patients in attending appointments.• Participated in all initiatives to enhance the Lung Center's services to patients.• Identified areas of leadership development and provide strategies for enhancement.• Analyzed patient records to collect all necessary information before patient's appointment.• Examined National Research Corporation (NRC) surveys to evaluate patient satisfaction remarks.

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  Ethos

  • Boston, MA

  • Long Term Care Ombudsman-Nursing & Residential Homes

    • Feb 2009 - Present
    • Boston, MA

    Plan and conduct weekly visits to residential care facilities for fostering positive environment, ensuring protection of resident rights and welfare. Assist residents and families with obtaining understanding of legal and medical rights and coverage to promote patient health and wellbeing.• Managed disputes between residents and the long-term care facility, protecting rights and addressing concerns of all involved parties.• Maintained seamless communication with DPH surveyors regarding annual surveys and participate in exit interviews.

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  Brigham & Women's Hospital

  • Boston, MA

  • Family Liaison

    • Oct 2014 - Jun 2022
    • Boston, MA

    Delivered exceptional customer service to all patients, visitors, and staff, while imparting knowledge of the healthcare system. Received patients, visitors, families, and staff to Surgical Family Waiting Center and offer support. Served as a key liaison between families and community resources. Organized and added relevant data into database. Evaluated patient's condition, and provide family members with updates on patient's condition. Coordinated with medical teams to share patient information with families.• Managed provision of necessary hospital resources, including chaplaincy, nursing, and medical staff.• Contributed to departmental meetings with senior management to ensure team meets all departmental objectives.

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  Brigham and Women's Hospital

  • Boston, MA

  • ED Patient Liaison

    • Sep 2010 - Oct 2014
    • Boston, MA

    Provided warm welcome to E.D. patients and families, and delivered support and assistance. Cultivated relationships with medical staff, families, and patients to identify and resolve all concerns. Collaborated with healthcare professionals, including nurses, physicians, social workers, interpreters, and chaplaincy, daily to streamline routine operations. Maintained accurate records of all departmental and patient floor contact information.• Leveraged existing hospital resources and delivered guidance and referrals to patients and families.• Established protocols in conjunction with nurses, doctors, security, and chaplaincy of the ED to guide front end staff in providing assistance to patients and families.• Recorded and monitored all pharmacy information, including locations, operating hours, and 24-hour services.• Acted as key contact during Mass Casualty or trauma-related incidents, managing staff, families, security, and police.