Customer Service Lead

April King

**** ** ***** ** **** Orchard, WA ****7

Phone: 360-***-**** E Mail:

matthewandapril2001@*****.**********************@*****.***

Qualifications Profile:

I am a results-oriented, professional offering more than 18 years of experience in administration, operations, training, staff

development, quality review, and customer service within the healthcare industry. I am capable of developing innovative

strategies and improving quality and delivery of services, as well as enhancing department efficiencies amidst fast-paced

working environments. I helped create a mentor program for process updates and standard work focus. I am equipped with

exceptional communication and interpersonal skills, with the ability to deal effectively with individuals from different

backgrounds and disciplines. I work with rings of defense to help level work between three sites in Kitsap. I am driven to

succeed at all tasks, big and small. I have worked to bring Group Health’s mission statement and strategy to Port Orchard. I

have been working with Silverdale Eye Care, Bremerton East and Port Orchard clinics to improve standard work and build

relationships. I round at each site and do standard work checks to help with the LEAN process and to build cohesiveness as

well as to build a more unified team in Kitsap. I have worked on multiple projects and continuous improvement ideas. I assist

my manager, providing root cause and counter measures for the weekly Kaizen board. My most important accomplishment is

getting invited to join the Honor Society and graduating with honors.

Education:

Bachelor of Arts in Organizational Management Ashford University, Clinton IA June 2014

Alpha Sigma Lambda Honor Society

Areas of Experience/Experience:

Leadership and Training Business Analysis Excel

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Patient Billing and Accounting Standard Work Visio

Electronic Medical Record (EMR) Lean Methodology PowerPoint

Resource Management Process Optimization

Professional Experience:

Group Health Cooperative – Lead, Patient Access Representative

Port Orchard, Silverdale Eye Care, Internal Medicine 1996-Present

• Cross-trained in multiple departments to help where coverage was needed

• Successfully planned and executed staff meetings and training sessions for employee groups by creating a mentor

program

• Served as resource person/problem solver for other employees performing similar functions within the department and

assisted in the preparation of department protocols and instructions

• Participated in Standard Work design sessions developing standard work processes

• Coached Standard work to employees and conducted Standard work audits between multiple medical sites

• Performed work place rounding with leadership to multiple sites following LEAN processes

• Audited patient accounts to ensure accuracy and timely billing for patients’ medical claims

• Strong background of maintaining excellent audit scores for timely work being completed as an Occupational

Medicine PAR, processing and billing paperwork and correspondence between provider, insurance company and

employer within timely billing guidelines.

• Accurately balanced daily deposit, preparing monies for bank pick-up, and maintaining cashiering records

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• Communicated with manager and cashiers regarding processing and closeout errors

Earlier Career:

Group Health Bremerton Behavior Health PAR-Bremerton WA 3/96 to 5/98

Group Health Tacoma Behavior Health PAR- Tacoma WA 5/98 to 7/01

Volunteer Experience:

Currently I am serving as Head Room Mom where I coordinator for class parties, school functions, and fundraisers

events at Bethany Lutheran Elementary. I am currently President of the PTO and have been for the past 2 years. I

also served as secretary and Vice President. I have coordinated events by creating sign up sheets and assigning

tasks to all volunteers. I have coordinated between the school and other companies to ensure success of each event.

Professional Development:

Leadership Development and Team Building

Mentoring Training

Contact this candidate