Clinic Leadership Institute

My name is Veronica Yap and I attended Dominican University in San Rafael where I received a Bachelor of Science Degree in Biology. When I graduated I was the Biology student of the year. I have been with Neighborhood Healthcare for 8 years. I started out as a prenatal educator and then within 2 years I became the Women's Health Programs Coordinator. In this position I am responsible for overseeing the Women's Health programs at 5 of our sites. About a year later I became the site manager for the Women's Health department. I oversaw this site for four years and was an integral part in the growth of both the prenatal and family planning departments. The clinic doubled in staff and increased in patient visits by the time I left. I am now the site manager for our new pediatric and prenatal health center which opened on June 18, 2007.

I created a training program for the new receptionists. The training program lasts for 3 days and includes a four hour customer service presentation. All new receptionists go through this training before reporting to their sites. I also helped create an incentive based customer service program for our employees. In this program they get rewarded for going above and beyond their normal job duties.