ALANA RUTH TAMAYO
HEALTHCARE ADMINISTRATION | MANAGEMENT
Kuala Lumpur
Summary
Dynamic and dedicated healthcare professional with a decade of experience in nursing and patient care, coupled with four years of expertise in healthcare administration. Seeking a challenging role where I can leverage my extensive clinical background and administrative skills to drive operational excellence, enhance patient outcomes, and contribute to the strategic growth of a progressive healthcare organization. Committed to delivering compassionate care, optimizing healthcare processes, and fostering a culture of patient-centered excellence.
Overview
16
16
years of professional experience
2015
2015
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
BUSINESS OFFICE EXECUTIVE
SENA HEALTHCARE SERVICES
11.2024 - Current
- Developed and optimized Business Office Forms for Outpatient, Inpatient, Daycare, and Emergency Departments to streamline operations and enhance efficiency.
- Crafted and continuously improved SOPs across all Business Office functions, ensuring compliance and operational excellence.
- Collaborated with IT to enhance Hospital Information System (HIS) features, driving system functionality and process automation.
- Supported talent acquisition by conducting interviews and selecting top candidates for Business Office roles, strengthening team capabilities.
- Designed comprehensive reports on patient visits, unbilled items, pending Guarantee Letters, and admission statuses to facilitate informed decision-making.
- Organized and facilitated Business Office meetings, fostering effective communication and collaboration, both in-person and virtually.
- Prepared detailed minutes for meetings, ensuring clear documentation and follow-up on action items.
- Managed and updated the Finance checklist for weekly meetings
- Led Business Office staff at SENA Specialist Hospital Segamat, ensuring they are aligned with system updates and operational protocols.
- Delegated daily tasks to staff, enhancing productivity and maintaining high standards of service delivery.
SENIOR PATIENT SERVICES ASSISTANT | ADMISSION & DISCHARGE
PRINCE COURT MEDICAL CENTRE
07.2023 - Current
- Managed daily influx of incoming and outgoing calls to address inquiries from external clients, patients, specialists, and internal departments, ensuring timely and effective communication.
- Evaluated admission criteria and determined the appropriate level of care required for patient placement, prioritizing patient safety and optimal treatment outcomes.
- Coordinated with physicians and nurses to facilitate safe patient repatriation, considering factors such as bed availability, treatment plans, and admission criteria, to ensure seamless transitions and continuity of care.
- Demonstrated exceptional problem-solving skills by addressing, resolving, and escalating patient or specialist complaints, fostering a positive patient experience and maintaining high levels of satisfaction.
ASSISTANT IN NURSING
HOLLAND PARK AGED CARE
02.2018 - Current
- Ensured rigorous adherence to safety protocols, institutional standards, and facility regulations, cultivating a safe and compliant atmosphere.
- Delivered personalized support to residents in their daily routines, empowering them to maintain independence and overall well-being.
- Assisted residents in repositioning and mobility activities, improving their comfort and movement.
- Responded promptly to resident calls for assistance, addressing their needs with efficiency and care.
- Maintained meticulous records of residents' daily activities, including mood fluctuations, mobility status, and dietary intake, facilitating comprehensive care planning.
- Vigilantly monitored changes in resident health and promptly reported any developments to the appropriate supervisor, enabling timely intervention and support.
- Contributed to upholding a hygienic, secure, and organized environment for residents, staff, and visitors, promoting infection control and safety.
- Uphold patient privacy, dignity, and respect at all times, nurturing a compassionate and supportive care culture.
SENIOR PATIENT SERVICES ASSISTANT | FINANCIAL & ADMIN
PRINCE COURT MEDICAL CENTRE
01.2021 - 06.2023
- Successfully managed high-volume incoming and outgoing calls on a daily basis, providing prompt and professional assistance to external clients, patients, specialists, and internal departments.
- Advised on estimated procedure costs, demonstrating expertise in navigating billing inquiries from clinics, external parties, and customers, ensuring transparency and clarity in financial matters.
- Prepared detailed estimated cost breakdowns for clients and patients as needed, facilitating informed decision-making and financial planning.
- Evaluated admission criteria and determined appropriate levels of care for patients, ensuring accurate placement and optimal utilization of healthcare resources.
- Coordinated and briefed physicians and nurses on safe patient repatriation, considering factors such as bed availability, treatment plans, and admission criteria, to ensure seamless transitions and continuity of care.
- Effectively addressed, resolved, and escalated patient or specialist complaints, maintaining a high level of patient satisfaction and retention.
- Managed pre-admission cases from specialist clinics and inpatient cases, demonstrating strong organizational skills and attention to detail in handling complex admission processes.
- Collaborated with local and external insurance companies to obtain patient coverage prior to admission and surgery, streamlining administrative processes and ensuring timely access to healthcare services.
- Liaised with doctors and nurses regarding deferments issued by insurance companies, facilitating clear communication and coordination of patient care plans.
- Identified and escalated medical necessity issues, admission status issues, and bed assignment conflicts, contributing to the resolution of operational challenges and optimizing patient flow.
- Provided counseling and support to patients or payors to prepare them for hospital admissions, demonstrating empathy and compassion in addressing their concerns and needs.
- Generated daily reports on pre-admission, referrals, and add-on procedures, maintaining accurate records and facilitating data-driven decision-making for operational improvements.
ASSISTANT IN NURSING
ESIDA & ESIDA LODGED AGED CARE
11.2015 - 02.2018
- Ensured strict adherence to safety guidelines, institutional policies, and facility regulations, fostering a secure and compliant environment.
- Provided personalized assistance to residents with activities of daily living, promoting independence and well-being.
- Supported residents in repositioning and ambulation, enhancing mobility and comfort.
- Responded promptly to call bells for resident assistance, addressing their needs effectively and efficiently.
- Maintained accurate documentation of residents' daily activities, including mood changes, mobility, oral intake, and input/output, facilitating comprehensive care planning.
- Monitored changes in resident condition and promptly reported them to the appropriate supervisor, ensuring timely intervention and support.
- Contributed to maintaining a clean, safe, and orderly environment for residents, staff, and visitors, promoting hygiene and infection control.
- Respected and protected patient privacy, dignity, and respect, fostering a compassionate and supportive care environment.
ASSISTANT IN NURSING
SUNNYBANK PRIVATE HOSPITAL
02.2015 - 02.2018
- Strictly adhered to all safety guidelines, hospital protocols, and regulatory requirements to ensure the well-being and safety of patients, staff, and visitors.
- Provided comprehensive nursing assistance across various units including ICU, Surgical, Medical, Rehabilitation, Day Surgery, and Endoscopy, demonstrating versatility and adaptability in different clinical settings.
- Assisted in the admission and discharge processes, facilitating smooth transitions for patients and their families.
- Supported patients with activities of daily living, including repositioning, ambulating, and personal care, promoting comfort and independence.
- Responded promptly to call bells for patient assistance, prioritizing patient needs and ensuring timely support.
- Monitored and reported changes in patient condition to the appropriate supervisor, facilitating timely interventions and adjustments to care plans.
- Maintained a clean, safe, and orderly environment in patient care areas, adhering to infection control practices and ensuring a conducive healing environment.
- Uphold patient privacy, dignity, and respect at all times, fostering a compassionate and supportive care environment.
- Acted as an escort for patients requiring appointments at external hospitals or healthcare providers, ensuring their safe transportation and continuity of care.
ACCOUNT CLERK
BORNEO ECO TOURS SDN BHD
02.2010 - 07.2013
- Efficiently managed both inbound and outbound calls, ensuring effective communication with clients and internal departments.
- Established and maintained strong relationships with bankers and internal stakeholders, facilitating smooth coordination and collaboration.
- Demonstrated proficiency in handling basic clerical tasks and streamlined the collection of information and documentation from branch offices, optimizing the flow of essential data.
- Maintained accurate accounting & financial documentation and records, on a weekly basis, providing accurate insights into financial performance.
- Conducted daily data entry of financial transactions using the USB accounting system, ensuring timely and accurate recording of financial activities.
- Successfully reconciled department accounts.
- Updated weekly cash flow and exchange rate reports, providing essential financial data to the finance controller for strategic planning.
- Efficiently managed the preparation of tour guide allowances, ensuring timely and accurate disbursement of funds.
- Adapted to varying work demands by undertaking ad-hoc tasks assigned by management.
VALUATION ASSISTANT
CH WILLIAMS, TALHAR AND WONG (S) SDN BHD
04.2009 - 01.2010
- Managing incoming and outgoing calls with proficiency and professionalism.
- Coordinating with clients, banking institutions, government agencies, and legal entities to facilitate document processing and property valuation procedures.
- Performing basic clerical duties to support operational efficiency.
- Addressing inquiries regarding valuation processes and specific cases promptly and effectively.
- Gathering relevant data and information to aid in market analysis and property valuation.
- Supporting Valuation Executives and managers in preparing comprehensive valuation reports, including drawing floor plans, conducting calculations, and drafting site plans.
- Scheduling appointments for on-site inspections and coordinating logistical arrangements.
- Conducting on-site inspections alongside clients and representatives from banking institutions.
- Maintaining accurate and updated records in the system for easy retrieval and reference.
- Completing additional tasks as delegated by superiors and management.
Education
DIPLOMA IN NURSING -
Southbank Institute of Technology
CERTIFICATE III IN AGE CARE - undefined
Southbank Institute of Technology
EXECUTIVE DIPLOMA IN OFFICE MANAGEMENT & TECHNOLOGY - undefined
University Utara Malaysia
Skills
Patient Care
Vital Signs Monitoring
Medical Terminology
Infection Control
Electronic Health Records (EHR)
Wound Care
Patient Transfer and Mobility
Catheter Care
CPR and Basic Life Support (BLS)
Account & Finance management
Office administration
Document management
Expense tracking
Data entry
Staff management
Operations management
Customer service
Certification
Certificate in Basic Presentation (PowerPoints), 09/19
Timeline
BUSINESS OFFICE EXECUTIVE
SENA HEALTHCARE SERVICES
11.2024 - Current
SENIOR PATIENT SERVICES ASSISTANT | ADMISSION & DISCHARGE
PRINCE COURT MEDICAL CENTRE
07.2023 - Current
SENIOR PATIENT SERVICES ASSISTANT | FINANCIAL & ADMIN
PRINCE COURT MEDICAL CENTRE
01.2021 - 06.2023
ASSISTANT IN NURSING
HOLLAND PARK AGED CARE
02.2018 - Current
ASSISTANT IN NURSING
ESIDA & ESIDA LODGED AGED CARE
11.2015 - 02.2018
ASSISTANT IN NURSING
SUNNYBANK PRIVATE HOSPITAL
02.2015 - 02.2018
ACCOUNT CLERK
BORNEO ECO TOURS SDN BHD
02.2010 - 07.2013
VALUATION ASSISTANT
CH WILLIAMS, TALHAR AND WONG (S) SDN BHD
04.2009 - 01.2010
CERTIFICATE III IN AGE CARE - undefined
Southbank Institute of Technology
EXECUTIVE DIPLOMA IN OFFICE MANAGEMENT & TECHNOLOGY - undefined
University Utara Malaysia
DIPLOMA IN NURSING -
Southbank Institute of Technology