Customer Service Six Sigma

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This is how employers will see your resume as it appears in the ACHE Resume Bank. Please review the information carefully. To make changes, close this window to return to the Confirm Resume screen and click the Edit link in the section you want to change. HTMLRendererResumeNavigationLinksResumeInstructionalTextReferralContactInfopixel.gifpixel.gif CONTACT INFOimages/mini_pdf.jpghttp://www.ache.org/upload/resumes/34274/Resume AK (Prof ACHE).pdfView Uploaded Filepixel.gifAnna Kapustina, MBA

1604 Newburn Court

Wheeling,IL 60090

Other Phone: 847-***-****

Contact Preference: E-mail

E-mail: mailto:abo4by@r.postjobfree.com Kapustina

Titlepixel.gifpixel.gif EXPERIENCEpixel.gif Jun-2012 Aug-2012West Side CollaborativeChicago, ILOperation Project LeadJob Responsibilities:

Managed operational data collection of five caseworkers to facilitate FQHC funding for healthcare services to homeless population in multiple facilities throughout Chicago. Organization received funding in January 2012.Job Accomplishments:

Streamlined data collection, delivery, and analysis process to align with FQHC requirements.spacer.gif Jun-2002 Feb-2011Premier Eye Care and Surgery, LtdBuffalo Grove, ILOphthalmic Care SpecialistJob Responsibilities:

Managed patient operations and responded to patient issues in support of the physician patient relationship at a practice of 7 physicians that averaged 900 patient encounters per week

. Job Accomplishments:

- Optimized productivity while improving patient retention and quality care by reducing patient cycle time 25%; changed schedule template based on detailed process/data analysis, bottleneck identification, and action plan recommendation. - Overhauled and customized inventory control and supply ordering process that improved efficiencies, reduced waste, decreased priority shipping costs, and improved in-stock position of medical supplies. - Improved patient contact lens delivery from one week to 2-3 days. - Reviewed and updated processes and procedures to ensure regulatory compliance. Created/organized consent forms and oversaw new hire compliance training. - Developed and led new hire orientation and staff training based on astute learning and teaching skills. - Strategically analyzed operational issues to better align clinical outcomes with patient requirements; enhanced the patient experience, satisfaction, retention by improving customer service and patient physician relations.spacer.gif Feb-1999 May-2002Rosewood Care CenterNorthbrook, ILDatabase AnalystJob Responsibilities:

Collaborated with clinicians to develop plans and collateral materials for patients.Job Accomplishments:

- Streamlined data analysis/delivery process to provide real-time access of clinical outcomes to clinicians. - Delivered data to headquarters to facilitate timely reimbursement from Medicare, Medicaid, and insurance companies that improved revenue collection process. - Overhauled admission initiatives; developed/implemented customized scheduling, filing, collections processes.spacer.gif May-1995 Jun-1998BI BankUfa, InternationalManager, Department of Credits and LoansJob Responsibilities:

Managed operational and personnel functions of a team of six credit professionals. Evaluated performance and addressed employee issues. Analyzed small business cases to minimize risk exposure. Promoted to management level after one year.Job Accomplishments:

Collaborated with senior management to develop financial and business initiatives to exceed revenue and profit objectives while reducing risk exposure.spacer.gifTitlepixel.gifpixel.gif EDUCATIONpixel.gifEducation

2012MITS/ASQChicago, ILOther Lean Six Sigma Green Belt2011Loyola University GSBChicago, ILMBA Healthcare Management1998Moscow Institute of Economics and FinanceUfa, InternationalMHA Master in Finance/Bachelor of Business Admin

Titlepixel.gifpixel.gif ADDITIONAL INFORMATIONpixel.gifEducationYears of Healthcare Management Experience: 3List of Other Previous PositionsN/ASpecialized Training, Licensure, or CertificationLean Six Sigma Green Belt CertificationProfessional and Civic Affiliations ACHE CHEF ASQMajor Work Experience Clinical Support Services (PT, OT, X-Ray, lab, etc.) 9 Financial Management 3 General Management/Executive/Administration 3 Long-Term Care 3

Titlepixel.gifpixel.gif OTHER INFORMATIONpixel.gifEducationSalary Requirements $40,000-65,000 Willingness to Relocate Will Not Relocate START OF SmartSource Data Collector TAG END OF SmartSource Data Collector TAG

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