Call Center Access Specialist

Jacqueline Douglas

********.*******@*****.***

EXPERIENCE

HealthPoint, Renton, WA — Process Improvement Specialist

OCTOBER 2019 - PRESENT

Created Kaizen Promotion Office five-year strategic plan to create a culture of improvement within HealthPoint.

Created a five-year integrated open access strategic plan.

Cofacilitated workgroups to implement organization-wide scheduling guidelines across eight clinics. Results included reducing scheduling guideline variation by 40%.

Collaborating in a cross-functional team to create, implement, and communicate COVID clinic flow and safety workflows. Created excel tool enabling business directors to plan strategically and budget for virtual and telephone visits according to WA State reopening phases.

Documented standard processes for COVID testing site that were used as a standard across King County.

Coached over one hundred employees annually on using the lean methodology to solve problems and create new workflows.

Member of the Transformation Guiding Team to monitor organizational transformation.

HealthPoint, Renton, WA — Quality Improvement Coordinator

JULY 2019 - OCTOBER 2019

Managed high-risk patients.

Provider panel management.

Created patient population graphs and reports.

Increased the number of well-child checks seen from not meeting standards to above quality numbers within two months.

Facilitated clinic-wide innovation workshop to treat diabetic patients.

HealthPoint, Renton, WA — Patient Access Specialist Lead

2016 - 2019

Create and implement quality audits for the call center.

Through workshops and coaching, increased adaptation rate of viewing hypertension care plans during calls from 30% to 100% within one month.

Through agile project management and using LEAN principles, guide, round, and coach call center specialists in projects.

EDUCATION

Master’s of Arts in Public Relations, 2022 —

Biola University

Master’s of Fine Arts in Media Design, 2020 —

Full Sail University

Design Research, Multiplatform delivery, Effective Copywriting

Diversity, Equity and Inclusion Certificate, 2021 — University of Southern Florida

Certificates

Agile Processes Foundations

Business Analyst Foundations

Data Science Foundations

Software

Microsoft Office Suite:

Word

Excel

PowerPoint

Power BI

Adobe Creative Suite

Illustrator

photoshop

InDesign

Premiere Pro

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