Open To Work
Angela M. Kirk
Indianapolis,IN
Summary
Dynamic and results-oriented management professional with over six years of experience in organizing, coordinating, and supervising office operations, consistently driving efficiency and productivity. Proven track record as a creative problem-solver, adept at implementing innovative solutions that enhance operational effectiveness. Committed to delivering exceptional leadership, both operationally and technically, while fostering collaboration across all organizational levels. Recognized for a strategic approach to leadership that inspires teams and aligns with company goals.
Overview
15
15
years of professional experience
Work History
Office Operational Manager, Pediatric Endocrinology and Diabetology
Indiana University Health
Indianapolis, IN, USA
01.2021 - Current
- Manages and oversees staff in the daily operations of a large, outpatient specialty clinic office.
- Develops and implements performance outcomes to improve efficiency of responsible service lines.
- Improved operational effectiveness by streamlining business operational processes and procedures.
- Developed a paperless office environment to increase productivity while creating a safe to speak environment.
- Trains, coaches, and counsels’ staff to improve teamwork.
- Identifies needs and skills for open positions and properly selects new team members based on needs of the organization.
- Continually assesses staffing and training needs by regularly meeting with all staff members to disseminate information needed to perform job duties
- Counsels staff members not meeting performance expectations.
- Maintains optimal communication and collaboration between practice staff, physicians and advanced practice providers, administration, and external customers to ensure service delivery exceeds expectations and service excellence benchmarks are attained.
- Collaborates with Senior Management and business partners in the planning, directing and implementation of operational changes to align with initiatives.
- Increased staffing needs though recruitment, training, hiring, and termination.
- Streamlined operational workflows to enhance efficiency and reduce downtime.
- Led cross-functional teams in the successful implementation of new systems and procedures.
Clinic Supervisor, Pediatric Endocrinology, Nephrology, Genetics, and Behavioral Health
St. Vincent Hospital
Indianapolis, IN, USA
10.2019 - 01.2021
- Managed communication channels between specialty clinic physicians and office personnel, optimizing scheduling and administrative workflows.
- Facilitated discussions with practice physicians and leadership to identify and develop effective growth and business strategies.
- Oversaw coordination of staffing resources to maintain seamless coverage for provider schedules.
- Led and executed monthly staff meetings, ensuring comprehensive information distribution and active participation from team members.
- Facilitated staff development initiatives and practice activities aimed at promoting compliance with established service efficiency policies.
- Developed and executed performance management strategies to improve staff relations and address conflicts.
- Analyzed staffing requirements and developed targeted recruitment training and hiring strategies to align with organizational compliance standards.
- Supervised daily clinic operations, ensuring compliance with healthcare regulations and standards.
- Reduced waiting times by implementing effective scheduling practices and improving communication among staff members.
- Conducted regular performance evaluations, providing constructive feedback to foster professional growth.
Operations Supervisor
RepuCare
Indianapolis, IN, USA
03.2019 - 08.2019
- Managed and coordinated all aspects of call center activities, focusing on operational effectiveness and team performance.
- Performed live call audits to monitor and improve overall call quality and customer interactions.
- Analyzed workflow patterns and modified timelines to optimize task completion.
- Designed structured project plan to facilitate progress tracking and ensure timely completion.
- Reviewed and interpreted project metrics to ensure compliance with defined short and long-term performance goals.
- Supervised and coordinated employee performance in operating unit, maintaining compliance with established policies and procedures.
- Oversaw workforce efforts to ensure compliance with productivity benchmarks and quality objectives.
- Coordinated workflow among team members to enhance efficiency and productivity.
- Supervised daily operations to ensure compliance with company policies and regulations.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Operations Supervisor/Lead
Engaging Solutions
Indianapolis, IN, USA
11.2017 - 03.2019
- Managed call center activities, ensuring effective function management and performing quality evaluations based on CMS data and live call assessments.
- Managed delivery of $900,000 in contractual commitments, achieving completion within the specified three-month period.
- Assessed operational processes and introduced targeted strategies to significantly improve agent productivity.
- Directed task management processes for team resources, delivering strategic guidance and support to achieve successful outcomes.
- Crafted and instituted coaching methodologies focused on achieving strategic team goals and fostering performance enhancement.
- Analyzed customer complaints and managed resolution processes to ensure timely and effective outcomes.
- Facilitated training and mentorship programs for customer service representatives, focusing on maximizing performance and delivering exceptional service.
- Reviewed and interpreted project metrics to gauge success in meeting strategic short and long-term goals.
- Streamlined operational workflows to enhance efficiency and reduce processing times.
- Initiated cost-saving initiative by renegotiating supply chain contracts, resulting in improved margins.
- Ensured compliance with industry regulations and standards, maintaining company's reputation and avoiding penalties.
Customer Care Advocate
Anthem Blue Cross and Blue Shield
Indianapolis, IN, USA
07.2011 - 06.2017
- Coordinated multiple projects, ensuring effective communication and resolution of over 150 inbound calls each day.
- Coordinated daily activities of agents, maintaining operational standards and workflow efficiency.
- Investigated and resolved customer product complaints, ensuring a positive service experience.
- Tracked and categorized customer inquiries and errors, ensuring appropriate escalation for effective problem-solving.
- Analyzed data trends and communicated insights to senior management for strategic decision-making.
- Reviewed and assessed claims processing pricing and coding regulations to maintain compliance and improve reimbursement outcomes in DME and home medical equipment industries.
- Streamlined escalation queue processes to enhance efficiency in resolving outstanding claims.
- Facilitated resolution of customer inquiries through effective communication and problem-solving techniques.
- Analyzed customer feedback to identify trends, implementing improvements in support strategies.
- Provided mentorship and training to new team members, fostering a culture of knowledge sharing.
- Developed and maintained comprehensive documentation for processes and procedures to ensure consistency in service.
- Utilized CRM tools to track interactions, ensuring accurate records and timely follow-ups on customer issues.
- Led initiatives to reduce response times, improving overall customer satisfaction scores across the department.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Conducted regular performance reviews, identifying opportunities for professional development within the team.
- Assisted in the development of training materials for new hires to ensure consistent quality across the team.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Kept up-to-date with industry trends, product updates, and policy changes to provide knowledgeable assistance at all times.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Conducted thorough research to provide accurate information and resolve complex issues effectively.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Collaborated with cross-functional teams to enhance customer experience and streamline service delivery processes.
Education
Masters Business Administration - Healthcare Administration
Indiana Wesleyan University
Indianapolis, IN05-2019
Bachelor of Science - Business Administration
Indiana Wesleyan University
Indianapolis, IN05-2018
Skills
- Operational leadership
- Workplace organization management
- Proficient in managing disputes
- Skilled in using Microsoft Office tools
- Kronos payroll processing
- Expertise in Cerner and Athena systems
- Effective scheduling
- Time allocation planning
- Expense tracking
- Employee training
- Proven leadership skills
- Problem-solving skills
- Strategic decision making
- Detail-oriented data management
- Service excellence
- Salesforce expertise
- Effective problem resolution
- Effective team collaborator
- Workforce optimization
- Heidi's proficiency
- Expertise in Five Nine phone systems
- Proficient in DCS regulatory standards
- Experience with third-party payer systems
Work Preference
Job Search Status
Open to workLocation Preference
RemoteOn-SiteHybridSalary Range
$70000/yr - $200000/yrTimeline
Office Operational Manager, Pediatric Endocrinology and Diabetology
Indiana University Health
01.2021 - Current
Clinic Supervisor, Pediatric Endocrinology, Nephrology, Genetics, and Behavioral Health
St. Vincent Hospital
10.2019 - 01.2021
Operations Supervisor
RepuCare
03.2019 - 08.2019
Operations Supervisor/Lead
Engaging Solutions
11.2017 - 03.2019
Customer Care Advocate
Anthem Blue Cross and Blue Shield
07.2011 - 06.2017
Masters Business Administration - Healthcare Administration
Indiana Wesleyan University
Bachelor of Science - Business Administration
Indiana Wesleyan University