Amber A. House
San Leandro,CA
Summary
Senior Healthcare Administration & Operations Professional with over 15 years of experience supporting complex healthcare organizations across clinical operations, HR operations, and executive administration. Proven ability to lead cross-functional initiatives, manage high-impact projects, and optimize workflows involving patient care coordination, physician support, workforce systems, and regulatory compliance.
Recognized for translating operational data into actionable insights through reporting, forecasting, and performance analysis, while maintaining the highest standards of confidentiality and accuracy. Extensive experience partnering with physicians, nurses, HR, finance, IT, and external agencies to support program delivery, employee services, and organizational goals.
Known as a trusted operational leader who combines patient-centered care, process improvement, and collaborative leadership to drive efficiency, continuity, and quality within fast-paced healthcare environments.
Overview
22
22
years of professional experience
Work History
Sr. Operations Specialist /Administrative Support Specialist
Kaiser Permanente
01.2017 - Current
- Provide senior-level operational, analytical, and administrative leadership across HR, Finance, and clinical support functions involving confidential and high-impact healthcare programs.
- Lead cross-functional collaboration with HR, Finance, IT, physicians, nurses, and external consultants to support operational objectives and organizational priorities.
- Serve as a primary operational resource for HR and service center teams, managing complex employee data using PeopleSoft, TPX PROD, ServiceNow, Kronos, and Timekeeper.
- Plan, coordinate, and manage projects from initiation through completion, including defining scope, timelines, deliverables, and resource needs.
- Develop and maintain project plans, schedules, and budgets, ensuring alignment with departmental goals and timely execution.
- Design and implement process improvement initiatives, including workflow optimization, forms standardization, and communication tracking systems that increased efficiency and reduced errors.
- Provide executive-level calendar management and operational support to the Managing Director and leadership teams supporting multiple clinical programs.
- Produce narrative and quantitative reports, including operational metrics, budget tracking, forecasts, variance analysis, and ad-hoc reporting to support leadership decision-making.
- Track, analyze, and present monthly budgets, operational activity, and departmental performance metrics, identifying trends, risks, and improvement opportunities.
- Act as a departmental liaison, coordinating project schedules, managing competing priorities, and escalating risks or conflicts to leadership as needed.
- Lead vendor coordination and expense management, evaluating cost-effectiveness, monitoring service quality, and ensuring fiscal accountability.
- Manage physician onboarding, scheduling, and after-hours call center coordination, optimizing coverage while maintaining compliance and service continuity.
- Oversee outreach initiatives and RN support activities, ensuring alignment with program goals and community engagement objectives.
- Develop and deliver training programs and onboarding materials for administrative and support staff to ensure operational consistency and compliance.
- Train, mentor, and oversee support staff, providing guidance on daily operations, records retention, scheduling, expense management, meeting planning, and project execution.
- Lead team meetings and operational reviews, fostering collaboration, accountability, and continuous improvement.
- Conduct operational audits and quality reviews to identify workflow inefficiencies, cost-saving opportunities, and productivity enhancements.
- Ensure accurate management of employee and patient records, maintaining compliance with HIPAA and organizational data privacy standards.
- Support event planning and leadership meetings, coordinating logistics, materials, and follow-up actions.
- Recommend and implement system and procedural enhancements to meet changing operational demands and support scalable growth.
HR Specialist II
Kaiser Permanente
01.2011 - 01.2017
- Administered employee medical and personal leave programs, including personal medical leave, care of family, industrial injury, military leave, disability, and worker’s compensation in compliance with federal, state, and organizational policies.
- Coordinated leave placement, coding, and integration with State Disability Insurance (SDI) and internal Work Absence Management (WAM) teams to ensure accurate pay, benefits, and job protection.
- Conducted eligibility determinations and case management, partnering with employees and managers to assess qualifying events, timelines, and documentation requirements.
- Served as a trusted resource to Human Resources Representatives and service center teams, providing guidance on leave policies, procedures, and complex employee scenarios.
- Retrieved, entered, audited, and maintained confidential employee data using enterprise HR systems including PeopleSoft and Kronos, ensuring accuracy and compliance.
- Collaborated cross-functionally with HR, payroll, managers, and leave administration partners to resolve issues, mitigate risk, and support workforce continuity.
- Participated in and supported process improvement initiatives, contributing to standardization efforts and improved service delivery.
- Assisted in training and onboarding new HR staff, supporting knowledge transfer, quality assurance, and consistent application of leave policies.
- Adapted to evolving regulations and procedures, maintaining high-quality, compliant case handling in a high-volume, fast-paced environment.
- Upheld organizational standards, policies, and confidentiality requirements while delivering accurate, timely, and employee-centered HR support.
Medical Biller/Coder & Administrative Assistant
UCSF Medical Center
01.2009 - 11.2009
- Supported radiology patients, including individuals undergoing complex and high-cost medical treatments, by coordinating insurance verification, authorizations, and billing processes.
- Reviewed and validated patient insurance coverage, demographics, and clinical documentation to ensure timely authorization for radiology exams.
- Assigned appropriate ICD-9 and CPT codes for radiology procedures to support compliant reimbursement and revenue integrity.
- Coordinated prior authorizations and Medi-Cal Treatment Authorization Requests (TARs), partnering with provider offices and insurance carriers.
- Served as a point of contact for patients experiencing financial hardship, providing guidance on authorization status, billing processes, and available financial assistance resources related to medical care.
- Communicated with patients and families with professionalism, empathy, and clarity, particularly when navigating complex or time-sensitive care needs.
- Processed and submitted electronic medical claims, ensuring accuracy and timely reimbursement.
- Provided supporting documentation to billing departments to resolve claims and authorization inquiries.
- Maintained accurate records and documentation in compliance with HIPAA and healthcare billing regulations.
Medical Administrative / Program Coordinating Assistant
Pain & Rehabilitative Consultants Medical Group
01.2007 - 01.2008
- Supported patients experiencing chronic pain and work-related injuries within rehabilitative and functional restoration programs, coordinating care across clinical and administrative teams.
- Assisted in medication management and rehabilitation care coordination, collaborating closely with physicians, nurses, therapists, and support staff to support treatment plans and continuity of care.
- Created and managed patient accounts and workers’ compensation cases, coordinating authorizations for medical procedures, medications, and physician referrals.
- Triaged patients based on acuity and care needs, ensuring timely coordination with appropriate medical staff.
- Served as a key point of contact for patients, providers, claim adjusters, and physician offices, facilitating communication related to care plans, work status, and authorizations.
- Coordinated patient scheduling and appointment logistics, optimizing clinic workflow and supporting timely access to care.
- Supported patient check-in and check-out processes, balancing service quality with accurate documentation and operational efficiency.
- Compiled visit notes, face sheets, dictated documentation, and correspondence for distribution to providers, employers, and insurance partners.
- Managed patient medical records in both electronic and paper formats, ensuring accuracy, completeness, and compliance with privacy regulations.
- Retrieved, researched, filed, and prepared documents for scanning to maintain accurate electronic health records (EHR).
- Assisted with billing verification and documentation, supporting accurate reimbursement and claims processing.
- Balanced daily cash drawers and prepared accurate end-of-day financial reports.
- Trained and supported new administrative staff on office procedures, care coordination workflows, and software applications to promote consistency and efficiency.
Receptionist I CMAA CBCS
Sutter East Bay Medical Foundation
01.2007 - 11.2007
- Served as a frontline point of contact for patients and visitors, delivering professional, compassionate service while supporting efficient clinic operations.
- Coordinated patient check-in and check-out processes, ensuring accurate registration, documentation, and smooth patient flow.
- Scheduled appointments using electronic health record (EHR) systems, optimizing provider availability and minimizing patient wait times.
- Triaged patients to appropriate nursing and clinical staff based on acuity, supporting timely and safe care delivery.
- Created and maintained patient accounts, including Workers’ Compensation cases, and coordinated authorizations for medical procedures, physician referrals, and medications.
- Managed patient medical records, including filing, retrieval, chart maintenance, and documentation compliance in both electronic and paper formats.
- Maintained and reported departmental and physician statistics, supporting operational tracking and performance visibility.
- Balanced daily cash drawers and prepared accurate end-of-day financial and activity reports.
- Operated a high-volume, multi-line telephone system, managing incoming calls, routing inquiries appropriately, and ensuring timely communication.
- Coordinated communication between patients, medical staff, and administrative teams to support seamless clinic operations.
- Developed and maintained training materials, job aids, and handouts to support onboarding and ongoing staff efficiency.
- Assisted internal staff with clerical and administrative support, contributing to overall team productivity and workflow continuity.
- Implemented and followed office procedures to enhance reception-area efficiency and consistency.
- Managed office supply inventory, ensuring adequate resources to support daily operations without disruption.
- Routed incoming mail and messages promptly to relevant personnel to maintain operational responsiveness.
Medical Office Administration Intern
Saint Paul Towers
01.2006 - 03.2006
- ompleted a hands-on medical administrative externship within a skilled nursing facility, applying foundational healthcare administration principles in a clinical environment.
- Assisted with patient intake, medical history documentation, and appointment scheduling, supporting accurate records and efficient care coordination.
- Supported front desk and administrative operations, enhancing patient and family experience through clear communication and responsive service.
- Managed and maintained patient records in compliance with healthcare documentation and privacy standards.
- Collaborated with clinical staff to prepare examination and care areas, ensuring readiness for patient services.
- Provided administrative and operational support to healthcare professionals, contributing to smooth daily clinic operations.
- Applied critical thinking and problem-solving skills to support staff and address patient and workflow needs in a fast-paced care environment.
Executive Administrative Assistant
OBDC Small Business Finance
01.2004 - 01.2007
- Provided executive-level administrative and operational support to the CFO, Director, loan officers, board members, and senior staff within a nonprofit small business finance organization.
- Supported small business owners and entrepreneurs through the loan application process, assisting with business plans, financial documentation, and organizational readiness required to secure financing.
- Worked closely with the Small Business Administration (SBA) and internal loan teams to support compliance, documentation accuracy, and funding requirements.
- Coordinated and supported loan screening, research, and reporting activities for loan and accounting departments.
- Delivered high-quality customer service to loan clients, community partners, elected officials, and affiliates, serving as a professional point of contact for inquiries and scheduling.
- Managed executive calendars, prioritizing meetings and optimizing leadership time.
- Scheduled appointments, recorded and transcribed meeting minutes, and prepared documentation for board and stakeholder meetings.
- Assisted in the screening, interviewing, onboarding, and training of temporary and support staff.
- Conducted research and compiled reports and briefing materials to support financial analysis, loan reviews, and leadership decision-making.
- Edited and formatted business documents, reports, and correspondence, ensuring accuracy, clarity, and professional presentation.
- Coordinated travel arrangements for executives and staff, including flights, accommodations, and itineraries.
- Maintained organized financial, administrative, and governance records, supporting audits, reporting, and operational transparency.
- Supported the preparation of presentations and reports for board meetings, funders, and external stakeholders.
Education
Associate of Science - Medical Office Administration
San Joaquin Valley College
Visalia, CABachelor of Science - Business Management
Colorado State University - Global Campus
Denver, CO10-2020
Skills
- Healthcare Administration
- HR Operations
- Physician Onboarding & Scheduling
- PeopleSoft
- ServiceNow
- TPX PROD
- Kronos
- Timekeeper
- Project Management
- Vendor & Expense Management
- Data & Operational Reporting
- HIPAA Compliance
Awards
- San Joaquin Valley College WASC Accreditation Committee (Standard IV)
- Listed in the National Dean's List in the 29th Annual Publication
- Alta Bates Summit Collegiate Volunteer Program
- National Health Career Association: Certified Medical Administrative Assistant / Certified Billing & Coding Specialist.
- Applied Strategic Management
- Applied Strategic Organizational Leadership
- Foundations of Organizational Leadership
Timeline
Sr. Operations Specialist /Administrative Support Specialist
Kaiser Permanente
01.2017 - Current
HR Specialist II
Kaiser Permanente
01.2011 - 01.2017
Medical Biller/Coder & Administrative Assistant
UCSF Medical Center
01.2009 - 11.2009
Medical Administrative / Program Coordinating Assistant
Pain & Rehabilitative Consultants Medical Group
01.2007 - 01.2008
Receptionist I CMAA CBCS
Sutter East Bay Medical Foundation
01.2007 - 11.2007
Medical Office Administration Intern
Saint Paul Towers
01.2006 - 03.2006
Executive Administrative Assistant
OBDC Small Business Finance
01.2004 - 01.2007
Associate of Science - Medical Office Administration
San Joaquin Valley College
Bachelor of Science - Business Management
Colorado State University - Global Campus