Experience

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  Seton hall university

  Jun 2007 - May 2009

  Administrative office assistant-department of communications

  • Maintained student employment time sheets and work files.• Maintained office budget and filed necessary paperwork for monthly credit card balance.• Managed phone calls/directed to appropriate person/department or answer questions.• Received, sorted, and distributed mail and other correspondence.• Made copies, sent and received faxes, and ran office errands.• Typed and corrected office documents.• Maintained student files and academic documents.• Scheduled appointments for students with professors. • Kept office inventory and ordered necessary items. Show less

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  Saint joseph health system (indiana)

  Jun 2010 - Apr 2013

  • Managed oversight of daily operations for two clinics: Priority Care, and School City of Mishawaka Employer Based Clinic.• Supervised, scheduled, and evaluated front and back office staff.• Ensured patient satisfaction and high customer service.• Maintained and managed budgets for both offices. • Created monthly/quarterly reports of utilization and cost.• Maintained and ordered stock for in-clinic pharmacy.• Trained staff on changes to organizational policies/procedures.• Directly oversaw hiring, disciplinary action, and termination of employees.• Recorded and deposited patient payments.• Managed departmental credit card.• Reported out to School City of Mishawaka Board of Education with monthly utilization of employee clinic.• Developed and participated in marketing strategy for two clinics. Show less • Worked with patients, physicians, and nurses to schedule appointments.• Copied and scanned documents to be put into electronic charting.• Collected copays from patients.• Opened and sorted mail and deliver it to the correct recipients.• Sent and received faxes.• Verified insurance to ensure correct billing. • Found and corrected discrepancies with patient files.• Maintained patient confidentiality with all documents and shred unnecessary paperwork.• Managed phone calls and directed them to appropriate persons as well as assisted with acute issues. Show less

  • Practice Manager

    May 2012 - Apr 2013

  • Front Office Associate

    Jun 2010 - May 2012
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  Northwestern medicine

  Oct 2013 - May 2020

  •Led multiple short-term and long-term projects/programs for Chicago's #1 ranked health system which supports 11+ hospitals, 100+ clinics, and over 15,000 employees.•Collaborated with executive leadership and provided operational support by embedding processes and behaviors into care delivery which support ideal customer and employee experiences and engagement.•Analyzed organizations existing processes and procedures to make strategic recommendations that enhanced system-wide care delivery resulting in performance outcomes that exceeded targets year over year.•Analyzed customer and employee feedback to develop programs and projects that advanced performance outcomes that exceeded organizational goals.•Created, and delivered high level and accurate reporting on projects and goal performance status. Show less Bucktown Primary and Specialty Care (August 2016-April 2018)Glenview Outpatient Center (November 2014-August 2016)Lakeview and River North Immediate Care (October 2013-November 2014)• Managed daily operations • Oversaw clinical and administrative support staff members including: schedule creation, hiring, coaching, evaluations, and dismissal.• Performed weekly, monthly, and quarterly reporting to identify growth and performance metrics. • Closely monitored and sought out opportunities to improve the patient experience.• Handled and assisted with patient concerns.• Managed and addressed weekly patient comments and likelihood to recommend (Press Ganey).• Supported physicians and APPs. • Managed multimillion dollar departmental budgets including monthly financial P&L reports.• Participated in organization departmental partnerships.• Conducted and led monthly meetings. • Led and participated in performance improvement projects. • Closely monitored and managed schedule/registration reports to ensure appropriate billing and collection.• Led and participated in community marketing/volunteer programs.• Partnered in community education opportunities. • Identified, and onboarded new service lines and expand current services. • Built business plans to support clinical expansions.• Led and sustained organizational process improvement objectives and monitor their progress.• Physician recruitment.• Oversaw facilities management of construction expansion.• Developed customized pivot table reports to monitor clinic progress. Show less

  • Program Manager, Engagement

    Apr 2018 - May 2020

  • Practice Manager

    Oct 2013 - Apr 2018
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  Ui health

  May 2020 - Aug 2023

  Director, patient experience

  •Provide organizational development and leadership development coaching and mentorship.•Provide strategic direction and identify target goals for organization and individual teams.•Analyze customer feedback to identify opportunities and strengths.•Develop strategies, tactics, and creative programs to exceed organization goals and customer expectations.•Coordinate and lead organizational projects and programs including creating milestones, desired outcomes, develop and lead trainings, and assess success of implementation to meet targets and deadlines.•Partner with 50+ diverse leaders and teams system wide and present to senior leadership and stakeholders on program status.•Initiated formal/informal coaching and mentorship program for 50+ operational leaders regarding leadership and team development, customer success plans, and talent •Develop and facilitate learning materials to improve existing programs and teams to grow teams and leaders Show less

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  Infinite success llc

  Jun 2020 - now

  Coach | consultant | program manager

  •Executive and mid-level leadership coaching•Partner with organizations to advance Diversity, Equity, Inclusion, and Belonging goals, leadership development, and company culture through workshops, group and individual coaching, and training sessions.•Identify opportunities to improve, develop reports, and provide recommendations based off findings.•Develop talent development plans including talent assessment, career pathways, and skills enhancement.•Collaborate with and present to senior leadership and key stakeholders to manage project milestones and exceed organizational goals.•Develop, facilitate, and lead workshops, trainings, and individual/team coaching and assess impact Serve as a mentor to clients Show less

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  Change coaches

  Oct 2021 - now

  Coach
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  Qualtrics

  Aug 2023 - now

  Xm success manager-healthcare