Patient Care Administrative Support

DESIREE KOLER

425-***-**** ************@*****.***

Dedicated and multi-skilled professional who works independently within the healthcare industry, to provide quality health care to patients and provide positive patient experience. Educated and trained to perform both clinical and administrative skills in the medical care environment, with a versatile administrative support skill set developed through experience as well as a proven record of reliability and strong ability to establish rapport with my patients, their families, and my fellow peers/staff. Epic Super User, WAIIS SME, SOLV SME, Office 365, Microsoft Teams, Certified Healthcare Provider CPR & AED, HIPAA Certified, Certification for HIV/AIDS education training.

Key Skills

Epic Care OCHIN

EPIC Practice Management

WAIIS Vaccine Database

SOLV scheduling software

LANDesk Ticket Management

Cherwell Ticket Management

EPIC Trainer for Health

Information Team

JIRA Ticket Management

Report & Document Preparation

Patient/Room Workflow Development

Lead Epic Trainer for Nurse Residency

Program.

Microsoft Teams Champion

Microsoft 365

Employee Giving Campaign

Ambassador

Microsoft Office Suite

Records Management

Telephone Triage

Excel Report Creation

Daily Clinic Operations

Staff Schedules

Patient Care

Experience

NurseCore

West Division Success Manager

12/2023-Present

• Lead and manage the onboarding and credentialing teams, provide guidance, training, and support to ensure consistent and high-quality performance.

• Oversee the hiring and onboarding for new hires, ensuring that they are equipped with the necessary knowledge and tools to excel in their roles.

• Publish open job needs on the NurseCore/TeamBridge portal, accurately detailing the requirements and expectations for each position.

• Address and resolve employee and client complaints promptly, maintaining a strong focus on customer satisfaction.

• Identify and evaluate complex or critical issues to the appropriate Area Vice President, providing detailed insights and potential solutions.

• Contribute to the achievement of sales targets by proactively engaging with sales teams, understanding market trends, and identifying potential growth opportunities.

• Provide regular reports and recommendations to higher management regarding potential areas of expansion and improvement.

• Ensure adherence to industry regulations, company policies and ethical standards throughout all operations.

• Conduct internal audits and maintain compliance for three states.

• Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates.

• Served as key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency.

• Improved team performance by providing regular coaching, training, and mentoring to sales representatives.

• Increased sales revenue by developing and implementing effective sales strategies for division.

• Negotiated contracts with clients for mutual benefit while maintaining strict adherence to company policies and ethical standards

Valley ENT

Baseline Division Site Manager

1/23 to Present

• Effective coordination for eleven staff members and three providers with demonstrable experience in personnel management and administration of payroll systems

• Oversees supervision and training of practice staff, encourages optimal performance, and maintains compliance with standardized operating procedures and governmental regulations.

• Positive attitude. Assume positive intent in others and optimize each situation. Out-of-the-box problem-solving skills. Every person is unique, I approach issues that arise with a fresh perspective.

• Built and grew a high performing team through coaching and continuous feedback.

• Manage all personnel related matters including evaluations, terminations, time keeping, and performance improvement plans.

• Provide ongoing and timely communication to the physicians regarding the status of the partnership and practice.

• Coordinates physician meetings and maintains written agendas and minutes for all meetings.

• Maintains appropriate oversight of practice financial operations with direct responsibility for disbursements, financial reporting, budgeting, tax reporting and compliance, and safekeeping of practice assets.

• Maintains supervisory responsibility for billing, collections, information systems, and insurance processing. Continually ensures optimal efficiency and profitability within the practice.

• Able to identify opportunities for practice growth and revenue diversification and ensure effective implementation and subsequent management of designated priorities.

• Provide patient assistance regarding practice complaints, billing questions and/or any other issues within the practice.

• Liaison for the practice in coordinating its dealings with legal counsel, accountants, consultants, and other advisors. Arizona Arthritis & Rheumatology Associates

Paradise Valley Site Manager 12/2021 to 12/2022

• Ensure departments have sufficient and qualified personnel.

• Build effective and positive teams to facilitate highest quality customer service and patient care.

• Order medications and office supplies as needed.

• Provide patient assistance regarding complaints, billing questions and/or any other issues.

• Organize and run all patient care or administrative operations and programs.

• Plan and manage the clinic’s budget and approve payroll.

• Function as a connection between patients, their families and additional care staff.

• Design and implement business strategies to assist the clinic to realize business goals.

• Oversee the department’s compliance with legal policies, guidelines, and standards. King County Public Health

Administrator II 12/30/2019- 6/30/2021

• Manage the day-to-day administrative affairs for Michael Gedeon’s Division Director of Admin Service and Cyndi Schaeffer’s Chief of Staff schedule.

• Organize and schedule various meetings/events on behalf of the directors, manager, or staff; facility reservations, materials development (projector setup, microphone for meeting use, etc.).

• Triage incoming communication, prioritizing and determining its disposition.

• Respond to calls from customers, other agencies, and elected officials in a courteous and efficient manner, routing to appropriate staff or managers.

• Review, proofread, and format correspondence to ensure accuracy and completeness, etc. as well as consistency with organizational policy.

• Proactive and able to manage a high volume of diverse assignments and projects. Can handle multiple competing priorities and maintain attention to detail.

• Assist with continuously improving systems. Stay abreast of innovative technology and how it can benefit the work being done with the section.

• Volunteered at Eastgate Public Health as WAIIS Lead and successfully supervised and trained volunteers in WAIIS database system and SOLV. Also became SOLV SME working to ensure second dose appointments were created in the scheduling system and problem solved issues with system.

• Recruited by Public Health to create WAIIS training for onboarding staff at Kent Showare and Medix Temp Agency employees. Trained seventy-five people on WAIIS and SOLV systems for mass vaccination site.

• Supervised and lead team at Kent Showare Mass Vaccination clinic ensuring timely data entry of vaccination records and scheduling follow up appointments in SOLV systems.

• Supervised and trained teams for the COVID Vaccination Mobile Teams data input system into WAIIS and SOLV systems.

King County Public Health

Functional Analyst II with the Health Information Team 11/3/14-2/2019 Special Project working with Compliance and CHS Nursing Office 2/2019-12/30/2019.

• Demonstrated commitment to customer service. Established and maintain effective relationships with customers, being responsive to request and concerns via phone, email, and Instant Messaging

• Provide functional and user support, using rigorous logic and methods to solve difficult problems with effective solutions, and communicate system and business requirements and processes to system users.

• Prepare and conduct EPIC training by developing and updating training materials and guidelines on system changes, enhancements, or updates. Lead PCH Trainer for HIT team.

• Lead Epic Trainer for Nurse Residency Program developing training curriculum and competency test.

• Work with clinic staff on workflow optimization and best practice development, both remotely and onsite at various clinics. Assist with new applications implementation, functionality, upgrades, and workflows.

• Developed MA Epic Training Overview for new hires to CHS. Assisted with creating full day of orientation and onboarding of new staff. Materials include interactive learnings, skills check offs, quizzes, and review questions.

• Epic Elbow support person for East Gate pilot going out every week and working one on one with staff optimizing Epic Workflows and assisting with In Basket project.

• Successfully completed Epic Audits for Compliance project for EKG and Preceptor/Resident Audit.

• Experience with Epic Practice Management, Clinical, Prelude and Resolute components including interfaces with labs, immunizations, and ADT Clinical Terminology

• Conduct System testing: plan for, and then test, proposed system changes prior to implementation, analyze data and troubleshoot results in REL, PROD, SUP environments.

• Assisted in the successful completion of Epic Care 2017 Upgrade.

• Successfully implemented Mid Mark EGC and Spirometry equipment and interface for Primary Care clinics. Developed workflows job aids and training.

• Assisted with successful Dental Program GO-Live being the point person for the East gate Clinic, North Clinic and Downtown Clinic elbow support.

• Main Support Analyst for the Oral Health Program GO-: Live assisted program with Clinical and Registration workflows, job aids and checklists.

• Ability to work efficiently with a group and independently and handle multiple priorities effectively and prioritize issues. King County Public Health

Certified Medical Assistant

2/2013 – 11/3/14

• Assist primary care providers with patient care; and coordinate efficient clinic flow by promptly rooming patients.

• Accurately perform diagnostic screenings and procedures such as vision and hearing screening, EKGs, and record adult and child anthropometric measurements.

• As directed by a Physician and/or Advanced Registered Nurse Practitioner, perform and process blood draws, administer medication and collect specimens.

• Provide health care education regarding reproductive health, emergency contraception and pregnancy options, including abortion referral through individual instruction and written materials to clinic clients.

• Monitor, request, stock, and clean routine clinic supplies; maintain safety and cleanliness of examination/ treatment rooms and laboratory areas. Interview and accurately record client's medical, dietary, and social history, anthropometric and lab results and accurately enter patient information into health information tracking systems and chronic disease registries.

ON ASSIGNMENT STAFFING/

Medical Assistant 7/2012- 2/2013

• Greet and prepare patients for exam.

• Take patients’ history and vitals.

• Clean, organize, and stock exam rooms.

• Pull charts, file reports, input and retrieve data in EPIC.

• Accurately perform diagnostic screenings and procedures such as vision and hearing screening, EKGs, and record adult and child anthropometric measurements.

• Perform and process blood draws, administer medication and collect specimens.

• Worked on Overlake Hospital Abstraction team for Epic Conversion SEATTLE CHILDRENS HOSPITAL 4/2011- 2/2012

Medical Assistant

• Greet and prepare patients for exam.

• Take patients’ history and vitals.

• Clean, organize, and stock exam rooms.

• Pull charts, file reports, input and retrieve data in the EMR.

• Experience in numerous clinics including Urgent Care OVERLAKE FAMILY MEDICINE, Bellevue, WA 11/2011- 12/2012 Student Medical Assistant 200 hours

• Greet and prepare patients for exam.

• Take patients’ history and vitals.

• Perform tests, administer injections and medications, as per provider instruction.

• Clean, organize, and stock exam rooms.

• Prepare instruments for sterilization and sterilize instruments.

• Pull charts, file reports, input and retrieve data in the EMR.

• Answer and handle phone calls, schedule appointments, call in Rx. Education

PIMA MEDICAL INSTITUTE, SEATTLE, WA 2010

BELLEVUE COLLEGE, BELLEVUE, WA 2008-2010

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