Experience

The MetroHealth System (Cleveland, OH)

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Program Advisor, Healthcare Experience

  • May 2022 - Present

• Project Coordinator, Patient Experience

  • Jun 2020 - May 2022

• Program Coordinator, Office of Patient Experience

  • Apr 2018 - Jun 2020



Clementine's Victorian Restaurant

• Manager and Server

  • Jul 2017 - Mar 2020

  -Supervise aspects of restaurant operations and employee performance while monitoring for top productivity and efficiency.-Skillfully communicate with customers to ensure a positive dining experience while providing satisfying solutions to customer complaints to increase customer retention. -Accurately manage numerous accounting duties including conducting financial transactions, balancing daily financial reports and depositing money into the bank to assure maximized profitability. -Coordinate large parties (25-50 people) with coworkers, maintaining composure during stressful circumstances and adapting as needed in order to surpass customer expectations.-Continuously develop improved procedures to maximize productivity and customer service efforts.-Drive company profitability metrics, employee engagement and customer experience through change and innovation as a supportive leader.-Manage the restaurant website to provide customers with the most up-to-date information. Developed a gallery to create a stronger virtual connection with current and potential customers.



DaVita Kidney Care

• United States
• Hospitals and Health Care
• 700 & Above Employee

• VillageHealth CKD Senior Care Coordinator

  • Mar 2017 - Jun 2017

  -Main point of contact for fellow teammates for questions and guidance.-Main point of contact for on boarding of new co-workers.-Continued to define team responsibilities for increased clarification, as this role continues to evolve to better meet the needs of the medical professionals supported, and the needs of the patients served.-Developed and continually refine an innovative quality audit process to improve patient experiences during contact with nonclinical employees.-Entrusted to assist in the development of best demonstrated practices prior to roll out of a new model of care to the disease management center.-Retained a friendly and professional demeanor when calling patients to discuss possible health concerns and coordinate care between nurses, doctors and patients for continuity of care to reach improved health outcomes.-Effectively handled a variety of key administrative tasks including locating providers, mailing letters, entering data, documenting interactions with patients and providers and locating community resources to enhance organization.-Collaborated with teammates while also working independently to innovate and drive continuous improvement for organizational growth.

• Village Health CKD Care Coordinator

  • Oct 2015 - Mar 2017

  *Employee of the month for both August and October 2016-Entrusted to assist in the development of best demonstrated practices prior to roll out of a new model of care to the disease management center.-Retained a friendly and professional demeanor when calling patients to discuss possible health concerns and coordinate care between nurses, doctors and patients for continuity of care to reach improved health outcomes.-Effectively handled a variety of key administrative tasks including locating providers, mailing letters, entering data, documenting interactions with patients and providers and locating community resources to enhance organization.-Collaborated with teammates while also working independently to innovate and drive continuous improvement for organizational growth. -Composed and produced compliance-approved letters for patients transitioning out of the program to provide important health information for full program support. -Created and integrated a resource guide for fellow care coordinators and nurses to direct members to resources along with a guide to direct nurses to the appropriate personnel based on the type of assistance needed.-Developed and continually refine an innovative quality audit process to improve patient experiences during contact with nonclinical employees.

• Village Health Assistant

  • Mar 2015 - Oct 2015

  -Strategically prioritized work in a very busy renal telephonic nurse disease management center in order to respond quickly to nurse requests, effectively managing up to 7 nurses at a time with 150-200 patients each.-Maintained open lines of communication with nurses and management to provide the best possible patient care.-Developed a filing system to increase the ability to retain and recover documents, reports and records.-Consistently praised for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude.-Collaborated with peers on complex administrative projects to exceed all expectations and deliver projects on time.



University of Denver

• United States
• Higher Education
• 700 & Above Employee

• PR and Marketing Assistant

  • Sep 2012 - May 2014

  -Ensured smooth and efficient operations by coordinating department correspondence, maintaining file organization and entering data while fully assisting other departments as needed.-Provided exceptional customer service by extensively researching fitness and nutrition best practices for availability to all gym patrons.-Creatively promoted various programs by answering potential participants’ questions and connecting them to the appropriate personnel.-Actively participated in marketing activities to strengthen community engagement with the brand.



Clementine's Victorian Restaurant

• Server and Manager

  • Jun 2008 - Jul 2012

  Server (June 2008-July 2012); Manager (June 2011-July 2012)-Directly supervised all aspects of restaurant operations and employee performance while monitoring for top productivity and efficiency.-Skillfully communicated with customers to ensure a positive dining experience while providing satisfying solutions to customer complaints to increase customer retention. -Accurately managed numerous accounting duties including conducting financial transactions, balancing daily financial reports and depositing money into the bank to assure maximized profitability. -Coordinated large parties (25-50 people) with coworkers, maintaining composure during stressful circumstances and adapting as needed in order to surpass customer expectations.-Developed improved procedures to maximize productivity and customer service efforts.-Drove company profitability metrics, employee engagement and customer experience through change and innovation as a supportive leader.