Customer Service Project Management

Kristin Heiss-Erbrick

I am an enthusiastic and well-structured candidate interested in a Project Management within your company. My goal is to provide support to teams in this department through effective communication, organizational management, leadership, and exceptional customer service skills. Throughout my career, I have gained extensive experience in conducting educational workshops for new hires, focusing on areas such as customer service and new hire orientation. Additionally, I have successfully collaborated with teams to establish and implement standardized workflows for new processes within various organizations. I have also played a vital role in training staff members and contributing to onboarding new employees in multiple positions.

Skills:

Project Management

Critical Thinking

Strategic Planning

Effective Leadership

Risk Mitigation

Analytical Thinking

Quality Assurance

Payroll Functionality

Cost Management

Team Development

Effective Communication

Consultative Support and Traning

9/2022-Current

Supervisor- Patient Access Performance Management

Lehigh Valley Health Network- Patient Access Performance Management

•Provide leadership and supervision to the Performance Management team

•Conduct screening, interviewing, and hiring processes for potential candidates

•Manage payroll for a team of 15 members, including scheduling and staffing adjustments based on time requests and unforeseen circumstances

•Monitor and track team progress, including evaluating completed work and tracking errors for further analysis

•Facilitate new hire orientation and onboarding activities

•Conduct call calibration sessions with interdisciplinary skillsets to ensure consistent quality standards

•Support project management initiatives

•Develop and implement comprehensive training programs for new hires within the Quality Assurance team.

11/2020-09/2022

Scheduling Operations Specialist

Lehigh Valley Health Network- Patient Access Performance Management

•Facilitate training and education programs, including new hire orientation and colleague retraining initiatives

•Create and update educational materials and resources tailored to the organization's needs

•Foster and maintain strong relationships with Physician Scheduling and MSK leadership teams

•Collect, analyze, and report on data related to new hire training and orientation activities

•Contribute to project development efforts, such as providing education on RQA and ECN processes, monitoring and updating WQ systems, supporting MSK integration initiatives, and assisting with Covid vaccine scheduling efforts.

03/2018-11/2020

Access Coordinator

Lehigh Valley Physician Group- Strategic Operations

Transitions new patients to the new providers’ schedule

Manages “ready to schedule” Work queue

Conducts daily review of open slots and strategic double-booking

Assists new patient scheduling workflow- Scripting, utilization metrics, and service promises

Daily monitoring of lag metrics and barriers

Daily huddle and access daily metrics

Assess referral tracking based on reports

Educates on direct scheduling and referrals being properly ordered for specialties and ancillaries

Educate frontline staff

Office Coordinator/PSR

Lehigh Valley Physicians Group- Neurosurgery

Assists manager in daily operations to coordinate team schedules

Building and managing provider templates and overbooking opportunities

Training front office staff

Registering new patients

Verifying insurance and chart prepping

Scheduling diagnostic testing and referrals

09/2017- 03/2018

Scheduling Coordinator

Diakon Lutheran Social Ministries

Managed all assisted living facility nursing support staff (PCAs and Medication Technicians)

o8 Direct Reports

oFacilitated Disciplinary Actions and PIP (Performance Improvement Plans)

oPerformance Appraisals

30, 60, and 90 Day

Yearly

Schedules, coordinates, distributes, and provides continuous updating of nursing departments staff schedules within parameters and staffing requirements

Enters, reviews, and maintains time and attendance records/ payroll information

Reviews payroll and submit it to the payroll department

oKronos

Identifying and Filling job vacancies for PCAs and Medication Technicians

oSubmitting PAFs and Requestions for new positions, changes in status, and changes in compensation

Conducting initial phone interviews for prospective New Hires

Conducts phone interviews and first round live

Conducts second round interviews with Clinical Coordinator and Administrator

Oversee training and recruitment of new employees

12/2013-09/2017

Wellness Coordinator

Country Meadows of Allentown

Supports clinical staff

Managed 14 medication associates (Medication Technicians for buildings 1&2)

Facilitating medication administration trainings per DOH standard

oReview and renew all training materials associated with recertification per DOH

Scheduling physician appointments and transportation

Creating and breaking down medical charts

Reviewing medical charts and documents for accuracy and completeness

Tracking employee’s education and licensure

Calling and Scheduling New hire interviews for Director of Nursing

Certification and recertification of staff as medication technicians per DHS policy

oManaged all associated documentation

oCertified Train the Trainer by DHS

10/2008-12/2013

Intake/Dispatch Coordinator/EMT

Erbrick Medical Transport:

Triaging all incoming calls

Scheduling routine and emergent transports via standard protocol

Insurance coding and billing

Generating statements for patient payment

Employee scheduling and payroll

Employee tracking and verification of licensure

Community outreach

oEducation of services and opportunities

Volunteer

LVHN Young Professional Group

05/2022- Current

Virtual Leadership development session

Habitat for Humanity Build

Women in Leadership and Learning

06/2022- Current

Book club

Linked in Learning program

Mentor City Program and a Mentee

Lower Macungie Middle School-PTO

Board Member-Communications

09/2023-09/2025

Various fundraisers

Signup Genius and needs list organizer

8th Grade Semi Formal Prep and execution

Education:

University of Arizona- Global Campus

08/2020-6/2022

Muhlenberg College- Adult Accelerated Program

Graduation Date- 04/2024

Major: Business Administration with a concentration in Healthcare Management

Current GPA- 4.0

Labor Relations Training

Carrie Crater- HR LVHN Muhlenberg and Hecktown Oaks

Completed 6/8/2023

Contact this candidate