Kelly Dower-Wilson
Baltimore
Summary
Patient Services Supervisor with a solid background in healthcare administration. Led teams to enhance patient care processes, optimize service delivery, and ensure compliance with regulations, while training staff on effective communication and best practices.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Services Supervisor
Greater Baltimore Medical Center, GBMC
05.2022 - Current
- Supervised daily operations to ensure optimal patient flow and satisfaction.
- Trained and mentored staff on best practices for patient services and communication.
- Implemented process improvements that enhanced service delivery efficiency.
- Collaborated with healthcare teams to resolve patient inquiries and concerns effectively.
- Maintained compliance with healthcare regulations and organizational policies.
- Analyzed patient feedback to identify areas for service enhancement and implemented changes.
- Coordinated scheduling of appointments, ensuring maximum resource utilization and minimal wait times.
- Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
- Collected patient co-pay and issued receipt to confirm payment.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
Mental Health Worker
Sheppard Pratt Health System
10.2018 - 11.2023
- Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized counseling support.
- Performed client assessments and developed treatment plans.
- Devised and enhanced treatment strategies to promote continued progress.
- Identified and addressed clients’ barriers to self-sufficiency such as substance abuse and educational deficiencies.
- Worked with family members to develop support networks and multifaceted coping techniques focused on client needs.
- Provided clients with recommendations to community resources.
- Selected and compiled relevant information and resources for clients to support individuals in overcoming mental and emotional problems.
- Documented client progress in confidential files.
- Adhered to HIPAA confidentiality requirements by safeguarding files.
Patient Care Technician
St. Agnes Hospital
12.2016 - 10.2018
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Enhanced patient satisfaction through assistance with bathing, dressing, toileting, and exercising.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Promoted skin health with bedside baths, wound care, and integrity checks.
- Transported patients to other areas of hospital in wheelchairs and gurneys for tests, treatments and therapies.
- Assisted patients with essential ambulatory care for transport to and from facility.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Maintained unit supply levels by restocking essential medical supplies regularly.
Laboratory Technician
Devaughn Intervention Teach & Treat Options
07.2015 - 12.2016
- Gathered biological samples for laboratory tests.
- Collected, labeled and stored lab samples according to laboratory specifications.
- Supervised cleaning and maintenance of laboratory equipment to prevent errors and breakdowns.
- Handled administrative tasks for laboratory staff and overall operations.
Patient Care Technician
University of Maryland Rehabilitation and Orthopaedic Instit
10.2012 - 06.2015
- Delivered comprehensive care to patients considering physical, psychological, educational, and safety needs.
- Assessed patients to identify and address wounds, behavioral concerns, and relevant symptoms.
- Helped patients maintain healthy skin by checking wounds, assessing integrity and bathing bedbound individuals.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Enhanced patient satisfaction by assisting with personal tasks, including dressing and walking.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Assisted patients with activities of daily living under the guidance of a registered nurse.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Answered over 2 light or bell calls per shift to respond to patient requests and needs.
- Furthered skills by actively taking part in employee trainings and taking classes in subjects to improve phlebotomy .
- Furthered skills by actively taking part in employee trainings and taking classes in subjects to improve phlebotomy.
Nurse Technician
Levindale Hebrew Geriatric Center and Hospital
09.2010 - 09.2011
- Assisted patients with shaving, bathing, and oral hygiene to enhance daily living skills and support overall wellness.
- Took patients' blood pressure, temperature and pulse and documented height and weight.
- Interacted with patient family and friends to ensure a positive visit experience.
- Documented patient intake and dietary requirements while aiding with feeding and monitoring to ensure proper nutrition and care.
Patient Care Technician
Johns Hopkins Bayview Medical Center
12.2002 - 07.2010
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Obtained patient vital signs, started IV's, and drew blood reported results to staff nurse or physician to identify changes from prior measurements.
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Promoted patient satisfaction by assisting with bathing, dressing, toileting and exercising.
Education
Bachelor of Science - Health Care Administration
University of Phoenix
Tempe, AZ05-2025
Skills
- Healthcare regulations
- HIPAA compliance
- Patient confidentiality
- Patient data privacy
- Insurance verification
- Appointment scheduling
- Team management
- Strong leadership
- Effective problem solving
- Teamwork and collaboration
- Teamwork and collaboration
Certification
- Certified Nursing Assistant
- CPR
- EPIC Super user
References
Available upon request
Timeline
Patient Services Supervisor
Greater Baltimore Medical Center, GBMC
05.2022 - Current
Mental Health Worker
Sheppard Pratt Health System
10.2018 - 11.2023
Patient Care Technician
St. Agnes Hospital
12.2016 - 10.2018
Laboratory Technician
Devaughn Intervention Teach & Treat Options
07.2015 - 12.2016
Patient Care Technician
University of Maryland Rehabilitation and Orthopaedic Instit
10.2012 - 06.2015
Nurse Technician
Levindale Hebrew Geriatric Center and Hospital
09.2010 - 09.2011
Patient Care Technician
Johns Hopkins Bayview Medical Center
12.2002 - 07.2010
Bachelor of Science - Health Care Administration
University of Phoenix