Experience

INSPIRA MEDICAL CENTER VINELAND

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Patient Relations & Experience Manager

  • Dec 2020 - Present

  • Effectively manage the complaint/grievance process by collaborating with appropriate leadership to investigate and provide timely resolutions • Regulate organizational compliance with all patient rights laws/standards • Analyze patient feedback for performance improvement initiatives across the network • Collaborate with various departments including physicians and administrative leadership to design and implement strategic plans in an effort to improve patient and their families experience • Diffuse stressful situations and resolve issues • Assist in recognizing and removing institutional obstacles to providing high quality healthcare • Facilitate communication between patients and families and medical staff • Collaborate with leaders across the organization, to improve the patient and family member experience • Advocate on patient’s behalf while providing patients and their families with information on hospital services, procedures, and protocols Show less



Inspira Health Network-Vineland

• Patient Access Representative- Team Lead

  • Apr 2011 - Nov 2020

  • Performed general facility management • Ensured adequate staffing and problem-solving for four (4) hospital locations (Vineland, Bridgeton, Elmer, and Woodbury) • Provided aid to staff level employees as necessary to ensure compliance with department policies and procedures • Trained five (5) employees each month and provide solutions to queries from doctors, nurses, and healthcare staff • Provided monthly process improvement strategies for patient access and staffing issues to Patient Access Management • Oversee the daily activities of the registration area to ensure department standards are met Show less



Affiliated Computer Solutions

• IT Services and IT Consulting
• 1 - 100 Employee

• Quality Assurance Analyst

  • Jul 2008 - Sep 2010

  •Conducted thorough and timely evaluations of tickets, consistently meeting target numbers, and maintaining quality standards. •Reported evaluation results to upper management and stakeholders, providing valuable insights for improvement. •Maintained consistency and uniformity in the quality monitoring program, ensuring effective tracking, and reporting. •Served as a subject matter expert on Quality Management systems, policies, protocols, and procedures. •Identified discrepancies and mistakes within documentation/procedures, implementing corrective actions to ensure uniformity across the team. •Established professional rapport with Call Center team members, delivering feedback on a scheduled basis to enhance performance. •Facilitated learning through demonstrations and teaching, improving overall team performance and quality. •Maintained a positive work environment, encouraging questions, clarifications, and an open approach to team monitoring. •Led by example in meeting team performance requirements and collaborated closely with leadership to foster a productive work Show less