Soraia Angiuoli, MHA is a surveyor and consultant for the Global Healthcare Accreditation (GHA) Program. Soraia is an accomplished healthcare professional with a comprehensive background in international business, operations, and finance. Engages in strategic planning, implementation, business development and quality improvement. Establishes, cultivates, and manages productive relationships. Delivers outstanding client satisfaction, highlighted by client management abilities. Highest integrity, ethics, and emotional intelligence. Tri-lingual: English - Fluent, Portuguese - Mother tongue, and Spanish - Conversational.
Johns Hopkins Medicine International (JHI) Baltimore, MD / Washington, DC April 2009 - June 2020, Director Business Development & Patient Experience
Led business development activities aimed to increase international patient volume; and spearheads service excellence initiatives with the goal of providing the highest level of a personalized, cultural, and positive experience to patients and families. Developed and implemented strategies for key countries, and embedded quality and metrics for clients and international patients. Successfully penetrated specific markets, incorporating market research, sizing, and segmentation, with results that increased revenue by 89 percent and volume by 25 percent, with a steady growth thereafter. Built strong relationships in the international healthcare arena, among several countries in the Americas and Asia. Established programs for physician exposure and speaking engagements in global markets. Thorough knowledge of the market, competitors, and the services Johns Hopkins provides. Effectively engaged with third-party payers and insurances for direct contracting. Frequent event planning and public speaking. Continuous meetings with overseas clients and experience in operating in a multi-cultural environment.
-Established a wide domestic and international high-profile contact network of clients
-Designed and maintained monthly operating and financial reports, dashboards, and departmental budgets
-Developed and updated policies and procedures, and implemented process improvement initiatives
-Designed and implemented a successful “In-Country Liaison” model for JHI
-Directed the international patient experience efforts to maintain high patient satisfaction levels, and oversaw the implementation of a new 3-phase survey, resulting in an increase in qualitative and quantitative responses by 12 percent
-Experienced in building highly motivated teams, in a cross-function and fast-paced environment
-Collaborated with JHM Legal department to create inter-entity agreements and external contracts for new partnerships for JHI
Director, International Program in the National Capital Region (April 2015 - November 2016)
Conducted the administrative and financial aspect for the creation of the Johns Hopkins International Office in the National Capital Region. Developed a pricing and financial model, cost comparison tool, and market analysis for the region. Cross entity collaboration with hospital leadership and CFO to negotiate and execute the inter entity agreement. Directed the daily operations of the office and business development initiatives.
-Launched international department at Sibley Memorial Hospital
-Financial and operational oversight for the department; hired and trained a new team
-Developed relationships with private practice physicians to achieve administrative and clinical integration
-Oversaw embassy outreach and relationship management with government, public, and private organizations
-Organized, planned and attended formal meetings with foreign ambassadors
Administrator, International Patient Financial Services (December 2011 – April 2015)
Senior International Financial Counselor (April 2009 – December 2011)
Managed all aspects of international patient financial services. Drove improvements, hired and on-boarded new staff, organized and led team retreats. Developed training manuals and tutorials for the division. Improved patient satisfaction scores. Implemented time management initiatives and maximized individual strengths and talent on the team. Created new financial policies for the international department. Designed an improved report for admissions. Produced monthly dashboards and benchmarking reports for finance operations. Improved communication with insurance companies resulted in fewer rejections and higher payment rates, with an overall revenue increase of 17 percent. Developed programs that reduced in Self Pay A/R by 30 percent.
-Spearheaded the implementation of the Epic system for the International Department
-Created an international financial model proposal for Johns Hopkins All Children’s Hospital in Florida
-Utilized lean sigma skills to improve finance processes and met customer needs
-Communicated and provided financial counsel to international patients
-Interacted with foreign embassies, and insurance companies to obtain approvals, coverage and benefits