Adrian C. Wilson

Healthcare Administration Specialist | Experienced in Project Management | Aspiring Product Manager

Introduction

Dedicated and results-driven professional with a background in healthcare operations and customer support. Skilled in providing exceptional client service, streamlining processes, and fostering positive relationships. Experienced in project management, training, and cross-functional collaboration. Passionate about making a meaningful impact in the healthcare industry and dedicated to continuous learning and growth.

Education & Experience

Skills & Proficiencies

• Client-Facing Communication: In my role as a Patient Coordinator at PerioAtlanta, I regularly communicated with patients to explain treatment plans, answer questions, and address concerns. I ensured that each patient felt comfortable and informed throughout their visit, resulting in positive feedback and increased patient satisfaction scores.
  

• Customer Service & Support: In my role as a Lead Patient Access Specialist at Wellstar Health System, I was responsible for resolving complex patient inquiries and ensuring a positive experience during registration. I implemented a new customer service training program for staff, which resulted in a 20% decrease in patient complaints and a 15% increase in patient satisfaction scores.

• Project Management & Implementation: As an Office Systems Representative at Phoenix Systems, I led a project to implement a new Customer Relationship Management (CRM) system. I coordinated with IT, sales, and customer service teams to define requirements, oversee the implementation process, and provide training to ensure a smooth transition. The project was completed ahead of schedule and resulted in a 25% improvement in client response times.

Skills & Proficiencies

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• Operational Process Optimization: At Aya Healthcare, I identified inefficiencies in our onboarding process for healthcare professionals. I redesigned the process to include a digital onboarding platform, which reduced onboarding time by 50% and improved new hire satisfaction rates.
  

• Data Analysis & Trend Identification: In my role at Phoenix Systems, I analyzed client communication data to identify trends and patterns. I noticed a recurring issue with delayed responses to client inquiries and implemented a new communication protocol, resulting in a 40% decrease in response times and improved client satisfaction.

• Team Leadership & Mentoring: As the Lead Patient Access Specialist at Wellstar Health System, I mentored new team members on best practices for patient registration and customer service. I provided ongoing support and feedback to ensure their success, resulting in a 30% decrease in training time for new hires.

Ladrius McElroy

Office Systems Representative, Phoenix Systems

Recent Recognition

Donna Jacobson

Builder Development Coordinator, Phoenix Systems

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