Cassie Terlosky
Fairview
Summary
Results-driven supervisor with a focus on optimizing operational workflows and fostering a collaborative environment. Successfully trained and mentored teams, improving compliance and patient satisfaction while implementing effective communication strategies across departments.
Overview
26
26
years of professional experience
Work History
Enterprise System Authorization Supervisor
WVU Medicine
Morgantown
02.2022 - 12.2025
- Supervised daily operations to ensure patient care standards were met.
- Coordinated staff schedules to optimize workflow and coverage.
- Trained new employees on hospital protocols and procedures.
- Monitored compliance with health regulations and safety standards.
- Facilitated communication between departments to enhance patient services.
- Conducted performance evaluations to assess team efficiency and development needs.
- Implemented process improvements to streamline operational efficiency.
- Resolved conflicts among staff to maintain a collaborative work environment.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised a team of 29 employees in daily operations.
- Resolved patient complaints in a timely manner while ensuring patient satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Trained new employees on company policies, job duties, and performance expectations.
- Implemented quality control measures, significantly reducing error rates.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Developed strategies to improve team performance and productivity.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Managed team of 29 employees, ensuring high productivity and quality standards were met.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
Team Lead
WVU Medicine
Morgantown
01.2016 - 02.2022
- Led team to ensure compliance with healthcare regulations and standards.
- Trained staff on best practices for patient interaction and service delivery.
- Facilitated team meetings to share updates and address operational challenges.
- Implemented feedback mechanisms to improve team performance and morale.
- Supported recruitment efforts by participating in interviews and onboarding processes.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
- Motivated staff through positive reinforcement techniques.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Provided support to junior staff during peak periods of workloads.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Call Center Representative
WVU Medicine
Morgantown
03.2015 - 02.2016
- Assisted customers with inquiries and resolved issues efficiently.
- Provided product information to enhance customer understanding and satisfaction.
- Managed high call volumes while maintaining professionalism and patience.
- Escalated complex issues to supervisors for further resolution guidance.
- Trained new employees on call handling procedures and company policies.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Front Desk Agent
WVU Medicine
Morgantown
02.2014 - 03.2015
- Greeted patients and visitors with professionalism and warmth.
- Managed appointment scheduling using electronic health record systems.
- Handled patient inquiries and resolved issues promptly.
- Processed patient check-ins and check-outs efficiently.
- Collaborated with healthcare teams to ensure smooth operations.
- Maintained cleanliness and organization of front desk area.
- Assisted in verifying insurance information for patients.
- Provided information about services offered at the facility.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Resolved customer complaints promptly and courteously.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Maintained cleanliness of lobby area at all times.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
Call Center Representative
TeleTech Holdings
Morgantown
01.2007 - 02.2014
- Assisted customers with inquiries and resolved issues efficiently.
- Documented and tracked customer interactions using CRM software.
- Provided product information to enhance customer understanding and satisfaction.
- Managed high call volumes while maintaining professionalism and patience.
- Escalated complex issues to supervisors for further resolution guidance.
- Trained new employees on call handling procedures and company policies.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Maintained accurate records of customer interactions for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Excelled in exceeding daily credit card application goals.
- Contacted customers about potential service upgrades, new services and account changes.
- Mentored junior team members and managed employee relationships.
Wait Staff Member
Home Town Hotdogs Star City
Morgantown
05.2000 - 01.2007
- Provided excellent customer service while taking and delivering food orders.
- Maintained cleanliness and organization of dining areas and service stations.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Managed cash register operations and processed customer payments accurately.
- Resolved customer complaints promptly to enhance dining experience satisfaction.
- Set up tables according to restaurant standards for optimal guest experience.
- Monitored inventory levels of supplies, reporting shortages to management promptly.
- Provided excellent customer service to guests, ensuring they had an enjoyable experience.
- Managed multiple tasks simultaneously while remaining organized under pressure.
- Delivered food items to customers at their tables in a friendly, courteous manner.
- Performed opening and closing duties such as restocking supplies, cleaning floors.
- Ensured that all orders were taken correctly and in a timely manner.
- Cleared dishes between courses and after guests finished dining.
- Greeted and welcomed customers, providing them with menus.
- Resolved customer complaints in a professional manner in order to maintain a positive atmosphere.
- Processed payments accurately using cash registers or point-of-sale systems.
- Checked back with customers during meals to ensure satisfaction with food and service.
- Followed all safety procedures when handling hot plates or sharp objects.
- Implemented sanitary food handling, holding and service protocols.
- Answered questions about menu selections and made recommendations when requested.
- Replenished condiments, utensils, napkins, straws as necessary throughout shift.
- Discussed dining menu information to aid in decision process for senior residents.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Trained new employees on restaurant procedures and plating techniques.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Implemented feedback from customers to improve service quality and menu offerings.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
Education
High School Diploma -
Clay Battelle High School
Blacksville, WV05-2000
Some College (No Degree) - General Studies
Fairmont State University
Fairmont, WVSkills
- Staff training
- Compliance monitoring
- Operational efficiency
- Performance evaluation
- Workflow optimization
- Customer relationship management
- Conflict resolution
- Team leadership
- Employee recruitment
- Problem solving
- Effective communication
- Time management
- Process improvement
- Team motivation
- Policy and procedure development
- Staff discipline
- Payroll processing
- Coaching and mentoring
- Relationship building
- Safety protocols
- Policy enforcement
- Customer service
- Staff development
- Attention to detail
- Training and mentoring
- Verbal and written communication
- Complex Problem-solving
- Goal oriented
- Adaptability
- Hiring and training
- Teamwork and collaboration
References
References available upon request.
Timeline
Enterprise System Authorization Supervisor
WVU Medicine
02.2022 - 12.2025
Team Lead
WVU Medicine
01.2016 - 02.2022
Call Center Representative
WVU Medicine
03.2015 - 02.2016
Front Desk Agent
WVU Medicine
02.2014 - 03.2015
Call Center Representative
TeleTech Holdings
01.2007 - 02.2014
Wait Staff Member
Home Town Hotdogs Star City
05.2000 - 01.2007
High School Diploma -
Clay Battelle High School
Some College (No Degree) - General Studies
Fairmont State University