Customer Service Health
Resume:
Ketina M. Thomas
***** ** ***** ****** *********, Florida 33032 786-***-**** ************@***.***
OBJECTIVE
Seeking a professional support position within an organization that presents opportunities for advancement
QUALIFICATIONS
• Extensive Operations, Administrative, and Health Care Service background
• Sixteen years Hospital/Business Office experience
• Excellent Oral/Written Communication skills
• Ability to analyze trends/Data reporting accuracy
• Assured data reliability/validity
• Professional
• 4+ years of Management/Team Lead experience
WORK HISTORY
December 2014-Present
Clinical Learning Data Analyst Baptist Health South Florida
Responsible for establishing, coordinating, and maintaining Data Integrity procedures that efficiently enhances data
records in connection with Baptist Health strategies. Maintenance of key working customer service oriented
relationships with various Clinical Learning Managers/Educators and talent Management Team to complete all job
functions. Supports and maintains all respective reports that are available on Baptist Health University and associated
with Arrhythmia Program initiatives. Supports the design, development, maintenance, technical support, and customer
service associated with eLearning programs.
May 2013-December 2014
Specialty Practice Operations Coordinator Baptist Health South Florida
Responsible for collecting and analyzing relevant data to make appropriate decisions. Prepares program budgets,
controls inventory, facilitate various programs, and handles all logistics. Ensures procedures and rules are followed for
effective operations adherence and implementation among department members. Oversees operating budget in order to
know the expenditures and the needed purchase in the future. Ability to initiate and implement major projects.
Continually identifies opportunities for quality and performance improvement in the processes. Responsible for office
management ensuring appropriate process and function for storage, retrieval of records, finance, contracts and budget.
Responsible to conduct effective and efficient transactions with all customers. Coordinates with departments and
individuals and works effectively and professionally with a diverse group of members including all levels of
management.
May 2011-May 2013 Baptist Health South Florida
Clinical Learning Operations Coordinator
Serves as full support to Baptist Health employees and community members in need of information related to courses
offered. Performs data entry functions in support of the American Heart Association’s required criteria and the courses
offered through Baptist Health University to ensure student certification and re-certification in BLS, PALS, and ACLS.
Responsible for collecting payment at the time of course registration. Manages, expedites, and maintains files, records,
and other course documents and ensures timely completion of data collection for statistical purposes that further
support Baptist Health as an official AHA training facility.
April 2006-August 2010 University of Kansas Hospital
Pre-Admissions Supervisor
Run computer reports daily according to duty specifications to retrieve all un-contacted patients prior to service.
Complete productivity reports for pre-registered accounts and phone call volume. Monitor call quality/procedure of
registration personnel. Complete provisional/annual evaluations as they become due. Train new employees to process
and procedure of the Virtual Registration Department. Conduct verbal/written counseling of employees when
corrective action is necessary. All other duties as instructed by managers and/or director of the department.
August 2004-April 2006 Baptist Health of South Florida
Education Specialist -Training/Data Integrity
Assure that the patient registration areas of Baptist Health South Florida achieve the greatest degree of accuracy
possible via education and training of the registration personnel, while contributing to the maximization of net revenue
for the organization. Conducts quality reviews of accounts performed by registration personnel. Mentor the registration
personnel within their work areas upon completion of the training course. Responsible for implementing new ideas to
maintain service excellence standards.
February 2003-August 2004 Baptist Health of South Florida
Patient Financial Representative II - Admitting
Responsible for patient registration, insurance verification, medical tests order entry, and obtaining hospital
authorizations for inpatient/outpatient services. Accountable for collecting cash payments from patients at the time of
service. Promoted to the Training/Data Integrity Department.
October 2000-February 2003 George F. Battle, MD
Surgery Scheduler – Femwell Group Health
Scheduled surgery/diagnostic procedures for an Obstetrics & Gynecology physician. Provided quality customer
service to all patients. Obtained insurance authorizations for office visits, surgeries, and hospital stays. Assisted Office
Manager in billing insurance companies and/or patients. Expert with Medical Manager software. Experienced in ICD-
9/CPT coding. Collected payments from patients. Assisted in all front desk operations.
March 2000-October 2000 Baptist Hospital of Miami
Room Control Representative - Admitting
Responsible for inpatient admissions, insurance verification, and obtaining hospital authorizations. Monitored and
assigned beds to all admitted patients. Conversed with various physicians/staff to accommodate direct admissions into
the hospital.
September 1998-March 2000 Baptist Hospital of Miami
Administrative Partner - Emergency Department
Responsible for patient registration, billing, insurance verification, and medical tests order entry. Appointed as Lead-
worker of fifteen or more co-workers during third shift. Promoted to the Admitting Department.
EDUCATION
MBA, Health Services Administration Anticipated Graduation Date – June 2015
BS, Healthcare Management May 2011 Kaplan University
AA, Business Administration January 2007 University of Phoenix
REFERENCES
Furnished upon your request
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