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Customer Service Administrative Assistant

United States
August 13, 2018

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Kristen Joy Rojek

*** ******* ****, *** * Telephone: 847-***-****

Des Plaines, IL 60062

Exceptional Technical and Administrative Specialist. Self-governing and detail oriented, with the ability to prioritize critical issues in a fast paced environment. Superior ability to interact well with internal and external consultants to provide excellent operations support. Key strengths include significant experience in Department Operations, Quality Assurance, Project Management, Program Systems Administration, Data Analysis, Technical Support, and Customer Service. Additionally responsible for creation and upkeep of Staff Training Program and Disaster Management/Business Recovery Plan. Led multi-disciplinary team through conversion to Electronic Health Records. Post conversion, the practice has achieved highest marks on biennial Practice Assessments.

March,2003 – Present Center of Brain and Spine Surgery, Park Ridge, IL

Technical and Administrative Specialist 09/2011 – Present

Directly responsible for Quality Assurance, managing multiple projects reporting at levels from Federal Government to internal accountability

HIPAA Compliance Officer, responsible for initial and follow up compliance training of all staff, as well as day-to-day office compliance

Directed initial conversion to NextGen Electronic Health Records, including Systems Administration, Staff and Physician training, Work Flow Design, and Staff Training Manual Creation and upkeep

Maintained Security Risk Assessment, Business Continuity and Disaster Recovery Plan, Training, and Policies and Procedure manual

Acted as in-house IT support, with responsibilities ranging from troubleshooting technical problems for 29 workstations, servers, modem, wireless, and HIE gateway, repair or evaluation for error reporting of hardware and software issues, and NextGen software programming, basic, upgrades, calendars, user programming, and permissions

Interfaced with all next level Technicians including, but not limited to, AIC, NextGen, Certify, Emdat, Nuance (LeePerfect), and Lutheran General Hospital

Assured that all charting, communication, transfer documentation, test results, and confidential patient data was timely, appropriate, and completed

Largely responsible for maintaining and answering all Patient Portal communications

In addition to training key staff functions, was responsible for backing up all positions at need

Shared responsibility of answering phones and handling incoming and outgoing patient questions, issues, and requests

Maintained office supplies and medical supply inventory

Surgery Coordinator 03/2003 – 09/2011

Scheduled Surgery for five providers, including set up of monitoring, in situ imaging, coordinating pre- and post-surgical testing, clearance, and post-op appointment schedule

Guided patients through process of preparing for surgical experience and educated them as to necessaries, planning, and also the emotional impact of surgery

Assisted front desk staff in phone coverage, appointment making, and data entry

Supported Office Manager in preparation of biennial practice assessment

July, 2001 – March, 2003 First American Bank, Elk Grove Village, IL

Business Center Technical Representative and Web Banking Customer Support

Customer Service pool for Web Banking Personal Support, aiding customers in the use of the on-line account access program

Walked customers through multiple account related issues and resolved problems

Assisted Business Web Banking customers in all facets of on-line account support, including but not limited to ACH transfers, Tax settings, and permissions

December, 1997 – July, 2001 Vanderbilt University Medical Center

Surgical Coordinator, Administrative Assistant, Vascular Surgery 2001 – 07/2001

Responsible for coordinating surgical procedures for two Vascular Surgeons

Transcribed visit notes from dictation

General office and phone coverage in multiple-person office setting

Surgical Coordinator, Administrative Assistant, Endocrine Surgery 12/1997 – 2001

Responsible for coordinating surgical procedures for single Endocrine Surgeon

Transcribed visit notes from dictation

General office and phone coverage in single-person office setting


Microsoft Office Suite of products


Familiar with Misys and Athena


William Rainey Harper Jr College, Palatine, IL; AA with emphasis in language

National Louis University, Lombard, IL; BA with emphasis in Management Studies

NextGen Certified Professional


2016 and 2018, Peds in the Weeds, Lutheran General Children’s Hospital, Park Ridge, IL

2014-Present, ArtReach Educational Theatre, Technical Support, Rolling Meadows, IL

Crocheting “little red hats” for American Heart Association

Writing sci-fantasy

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