LAICHA HAYES
Washington DC-Baltimore Area
Summary
Dedicated healthcare professional with a foundational understanding in patient care coordination, healthcare administration, human resources, employee relations, and customer service within dynamic medical environments. Expertise in patient advocacy, operational support, talent relations, and effective healthcare communication. Passionate about improving healthcare accessibility and empowering underserved communities through impactful public health initiatives. Bilingual in Spanish and highly proficient in American Sign Language (ASL), fostering meaningful connections with diverse patient populations to ensure inclusive care.
Overview
8
8
years of professional experience
Work History
Human Resources
MedStar Health
2024.09 - Current
- Support talent acquisition, employee retention, and labor relations initiatives within a large healthcare organization.
- Advise management and staff on HR policies, performance management, workplace concerns, and dispute resolution.
- Analyze employee benefits and performance data to identify trends and improve operational efficiency.
- Collaborate with MedStar’s Center for Wellbeing to provide associates with career coaching, mental health resources, and dependent care support.
- Promote diversity, equity, and inclusion initiatives to foster a respectful and collaborative workplace culture.
- Collaborated with human resources department on employee benefits administration tasks such as enrollment processing and document updates.
Patient Care Representative / Call Center
University of Maryland Medical System
2023.10 - 2024.10
- Collaborated with clinical and administrative teams to enhance patient satisfaction and operational efficiency.
- Assisted patients and families by resolving concerns and coordinating communication across departments.
- Analyzed complaint trends and prepared reports to identify service improvement opportunities.
- Supported service recovery efforts to ensure timely and effective issue resolution.
- Facilitated patient registration and appointment scheduling to enhance operational efficiency.
- Trained new team members on office procedures, policies, and patient interaction protocols.
- Managed patient inquiries and concerns via telephone, ensuring prompt resolution and satisfaction.
Patient Service Coordinator / Billing
Our Lady of the Lake
2020.12 - 2023.07
- Managed front-end revenue cycle operations, including patient registration, insurance verification, billing, and payment collection.
- Entered patient demographic, insurance, and medical information accurately into EMR systems.
- Verified insurance eligibility and explained financial responsibilities, copays, deductibles, and payment plan options to patients.
- Maintained compliance with healthcare billing regulations, privacy standards, and cash management procedures.
- Developed and maintained relationships with healthcare providers to ensure seamless communication and collaboration.
Management Team Member
Chick-fil-A Franchise
2018.03 - 2021.03
- Assisted with daily operations and ensured compliance with company standards and policies.
- Developed strong team relationships to support communication, collaboration, and conflict resolution.
- Trained and mentored new employees on customer service and operational procedures.
- Maintained quality assurance and safety standards while delivering exceptional customer experiences.
- Led team in operational excellence, enhancing service efficiency and customer satisfaction.
- Developed training programs for new hires, improving onboarding process and employee retention.
Education
Bachelor of Science - Kinesiology
Louisiana State University
Baton Rouge, LA2023-05
Skills
- Epic EMR
- Patient Scheduling
- Medical Terminology
- Healthcare Administration
- Human Resources Management
- Employee Relations
- Microsoft Office Suite
- Microsoft Excel
- Patient Care Coordination
- Billing & Insurance Verification
- Data Collection
- Customer Service
- Public Health
- Team Leadership
- Communication
- Research
- Event Planning
- Project Management
- Bilingual Communication
- American Sign Language (ASL)
LANGUAGES
Spanish — Native Proficiency
Native or Bilingual
American Sign Language (ASL) — Highly Proficient
Timeline
Human Resources
MedStar Health
2024.09 - Current
Patient Care Representative / Call Center
University of Maryland Medical System
2023.10 - 2024.10
Patient Service Coordinator / Billing
Our Lady of the Lake
2020.12 - 2023.07
Management Team Member
Chick-fil-A Franchise
2018.03 - 2021.03
Bachelor of Science - Kinesiology
Louisiana State University