Susan Baier
Summary
Skilled Patient Advocate with a proven track record at Children's Mercy Hospitals and Clinics, adept in conflict resolution and proactive problem-solving. Excelled in enhancing patient satisfaction and fostering trust through effective communication and compassionate support. Demonstrated expertise in data management and regulatory compliance, significantly contributing to improved healthcare delivery.
Overview
18
18
years of professional experience
Work History
Senior Patient Advocate
Children's Mercy Hospitals and Clinics
04.2012 - 04.2022
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA, Joint Commission and Centers for Medicare and Medicaid Services regulations.
- Entered details into computer systems and managed database of information. Built reports on trends and provided this information to hospital staff and clinics.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Worked effectively with staff from all departments to coordinate resolutions.
Administrative Assistant
Children's Mercy Hospitals and Clinics
12.2003 - 03.2012
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Managed scheduling for executive staff, balancing complex calendars to ensure optimal use of time.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
No Degree - Speech Pathology
Northwest Missouri State University
Maryville, MOBachelor of Science - Social Psychology
Park University
Kansas City, MOSkills
- Patient rights
- Proactive problem-solving
- Organized nature
- Relationship building
- Computer savvy
- Conflict mediation
- Reporting
- Friendly and outgoing
- Communicating to patients and families
- Calm and effective under pressure
- Conflict resolution
Accomplishments
- Created database of all patient support actions to maximize compliance and provided information to hospital administration and clinics.
Timeline
Senior Patient Advocate
Children's Mercy Hospitals and Clinics
04.2012 - 04.2022
Administrative Assistant
Children's Mercy Hospitals and Clinics
12.2003 - 03.2012
No Degree - Speech Pathology
Northwest Missouri State University
Bachelor of Science - Social Psychology
Park University
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