Shakira Richards
Los Angeles
Summary
Experienced Site Supervisor and Patient Care Representative Lead with over 5 years in site operations and 8 years in team leadership. Possessing 15+ years of patient care experience, excelling in effective communication and providing compassionate support. Committed to streamlining site administration processes and delivering top-notch patient care services in the healthcare sector.
Overview
24
24
years of professional experience
Work History
Supervisor Clinic Operations
Providence Health & Services
01.2017 - Current
- Supervised daily operations to ensure compliance with healthcare regulations and standards.
- Coordinated staff schedules to optimize workflow and enhance patient care delivery.
- Implemented training programs for new employees, improving onboarding efficiency and team integration.
- Monitored performance metrics to identify areas for process improvement and operational effectiveness.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Mentored junior staff, fostering a culture of continuous learning and professional development within the team.
Lead Patient Care Representative
Providence Health & Services
09.2006 - 01.2017
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Enhanced communication between patients, families, and healthcare providers through clear explanations of treatment plans and procedures.
- Assisted medical professionals with various tasks to ensure smooth operation of the clinic and provide optimal patient care.
- Maintained accurate patient records to support effective diagnoses and proper treatments for each individual case.
- Built strong relationships with patients and their families, fostering trust and confidence in the care provided by the facility.
- Scheduled approximately 250-500 patients per week and made reminder calls.
- Continuously updated professional knowledge through participation in industry seminars, workshops, conferences, or training sessions to stay informed about advancements in healthcare practices or policies relevant to the role as a Patient Care Representative.
- Facilitated smooth transitions between departments by coordinating appointments and sharing relevant documentation with other healthcare professionals as needed.
- Handled prescription refill requests.
- Exceeded service quality standards set forth by regulatory bodies by consistently performing tasks with the utmost professionalism and attention to detail.
- Improved patient satisfaction by providing timely and efficient care, addressing individual needs, and ensuring comfort throughout treatment.
- Screened patients for financial assistance and aided in preparing required funding documents.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Facilitated communication between patients and various departments and staff.
- Keep abreast of department policies and procedures.
- Provide “hands-on” supervisory support, leadership and training.
- Support Practice Manger in short and long term operational planning for site(s).
- Oversee the non-clinical, and clinical caregivers within the site.
- Verified patient insurance eligibility and entered patient information into system.
- Participated in Multiple site audits with great success.
- Manage Weekly Scheduling and Monitor Overtime and Meal Penalties.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
Child Care Provider
Pollard’s Group Homes
02.2003 - 01.2007
- Responsible for caring children ages 3-18, 2 Homes 12 bed facilities.
- Transporting to and from school.
- Prepared meals and planned daily activities.
- Promoted to Site Administrator in January 2005
- Responsible for 8 direct Reports (Child Care workers).
- Direct, supervise and coordinate all aspects of two Facilities.
- Monitoring Group Budget and expenditures.
- Monitor the compliance of program operations to governing regulatory standards.
- Staff hiring and Disciplinary actions.
- Schedule work assignments and verify time cards.
Medical Records
LAC/USC Medical Center
12.2001 - 01.2003
- Filing, Copied X-rays and charts
- Photocopying, Faxing
- Answering multiple lines
- Obtain necessary information to complete authorizations
- Ordered Office and Medical Supplies
Education
Diploma - Medical Administrative Assistant
Everest College
Gardena, Ca10.2007
Certification Of Completion
Spotlight On Jobs
Los Angeles, Ca01.2001
Certificate - Microsoft Office 2006
High School Diploma - undefined
Manuel Dominguez Sr. High
Compton, Ca06.1995
Skills
- Microsoft Office (Word, Excel, and PowerPoint)
- EMR (Epic)
- Type 75 wpm, medical/dental terminology, CPR, Medisoft, appointment scheduling
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Decision-making
- Employee motivation
- Complex Problem-solving
- Inventory control
- Relationship building
- Conflict resolution
Timeline
Supervisor Clinic Operations
Providence Health & Services
01.2017 - Current
Lead Patient Care Representative
Providence Health & Services
09.2006 - 01.2017
Child Care Provider
Pollard’s Group Homes
02.2003 - 01.2007
Medical Records
LAC/USC Medical Center
12.2001 - 01.2003
Certificate - Microsoft Office 2006
High School Diploma - undefined
Manuel Dominguez Sr. High
Diploma - Medical Administrative Assistant
Everest College
Certification Of Completion
Spotlight On Jobs
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