Catherine Duplessis
Houston,TX
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in leadership, and problem-solving skills. Consistently delivers high levels of results, dynamic interpersonal skills, problem solving and analytical skills. Lean Six Sigma Yellow and Green Belt Trained
Overview
22
22
years of professional experience
Work History
Department Support Specialist
Kelsey-Seybold Clinic
Houston, TX
11.2021 - Current
- Effectively managed a high volume of communication between providers and patients
- Acted as a liaison between insurance providers, patients, and other internal members
- Coordinated projects such as data planning, scheduling, budget tracking and bill payment
- Maintained professional communication with individuals across the healthcare field
- Perform various clerical and typing duties in several capacities
- Analyze eligibility
- Process billing and coding for surgeries
- Schedule surgeries for doctors in several specialties
Ambulatory Service Representative II
Kelsey-Seybold Clinic
Houston, TX
06.2021 - 11.2021
- Served as a friendly and helpful first point of contact for all those entering and departing the clinic
- Maintained knowledge of many procedures and services offered
- Confirm appointments prior to arrival while scrubbing the DAR
- Perform all tasks and functions assigned to me to ensure optimal support.
Door Screener
Kelsey-Seybold Clinic
Houston, TX
03.2021 - 06.2021
- Served as a friendly, hardworking, and punctual employee
- Monitor, organized and keep work area sanitized and clean
- Worked well independently and on a team to solve problems
- Worked well in a fast-paced and rapidly changing environment
Administrator in Training
Care Center
Houston, TX
2019.01 - 2020.02
- Assisted in on boarding and training
- Participated in training program and instructor workshops
- Assist in the recruitment, hiring and orientation/ training for a sufficient number of people
- Schedule regular meeting with direct reports staff to provide supervision, ensure communication and to monitor facility operations
- Assist Administrator with establishing financial and programmatic goals for the facility and conduct an annual evaluation of goal achievement
- Assist in the interpretation and implementation of governing board policies and procedures
- Work closely with sales/marketing staff to set strategies for promotion and expansion of the facility’s programs/services within the community
- Provide input into the annual operating budget
- Demonstrate a passion for caring as evidenced by interactions with co-workers, residents, families, and visitors
Emission Technician
Brand
Freeport, TX
06.2017 - 01.2019
- Maintained quality assurance and customer satisfaction objectives.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
Staff Analyst
City Of Houston Library
Houston, TX
06.2007 - 02.2016
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Circulation Manager
City Of Houston-Library
Houston, TX
01.2005 - 07.2007
- Captured and distributed video of company events and workshops for publication on company website and social media pages.
- Classified and coded different types of materials according to library policies and organizational standards.
- Kept catalog orderly and updated with latest material additions and removals.
- Educated library patrons about policies for checking out materials and using resources.
- Taught children about library practices via individual and group instruction.
- Maintained continuous knowledge of current and newly developed industry technology, making proactive suggestions to improve AV offerings and strategies.
- Joined forces with teachers and administrators to support curriculum content, learning outcomes and student information needs.
- Collaborated with team members to provide timely resolution of AV issues or obstacles and achieve smooth presentations.
- Greeted patrons warmly and offered to assist with issues or needs.
- Worked with teachers to provide students with lifelong learning and research skills.
- Collected and analyzed statistics on program data and usage using Excel.
- Organized library catalog, supplies, equipment and records.
- Kept up-to-date records of materials, maintained inventory and corrected cataloging errors.
- Maintained equipment in good working order for school-wide use.
- Improved library operations by hiring staff, leading training and motivating strong performance.
Assistant Circulation Manager
City Of Houston-Library
Houston, TX
03.2004 - 01.2005
- Managed collections of print and electronic data for public and private access via reference and borrowing.
- Captured and distributed video of company events and workshops for publication on company website and social media pages.
- Collaborated with team members to provide timely resolution of AV issues or obstacles and achieve smooth presentations.
- Restored order in face of conflicts between patrons and staff regarding policies, services and resource use.
- Kept catalog orderly and updated with latest material additions and removals.
- Collected and analyzed statistics on program data and usage using Excel.
- Taught children about library practices via individual and group instruction.
- Joined forces with teachers and administrators to support curriculum content, learning outcomes and student information needs.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
- Resolved patrons� complaints tactfully and professionally.
- Greeted patrons warmly and offered to assist with issues or needs.
Technical Hardware Analyst I
City Of Houston-Library
Houston, TX
02.2001 - 03.2004
- Installed system updates to address vulnerabilities and reduce security issues.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Researched and adopted new technologies to add value to existing offerings.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Enhanced interfaces to promote better functionality for users.
- Improved systems with addition of new features and infrastructure.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Developed diagrams to describe and lay out logical operational steps.
- Participated in internal audits regarding quality management system.
- Investigated system issues and implemented resolutions to reduce downtime.
- Enhanced and reconstructed computer systems to increase efficiency.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Collaborated with upper management to drive strategy and implement new processes.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
Education
Doctorial - Healthcare Administration and Leadership
Capella University, Minneapolis
Masters Library - Information Science
University of Pittsburgh
Bachelor of Science - Psychology
University of Houston-Downtown
Associates - Computer Science
Houston Community College
Skills
COMPUTER SKILLSEPIC ICD10/CPT/HCPCSCoding Insurance BillingMicrosoft WordMicrosoft ExcelManagement/RetentionFileMedisoftTyping 40-55 wpmPeopleSoft
Call management
Customer service expert
Software diagnosis
Application support
Desktop support
Staff education and training
Technical issues analysis
TCP/IP
Technical documents comprehension
Data compiling
Technical assistance
Application installations
Trend Analysis
Data recovery
Multitasking Abilities
Critical Thinking
Flexible and Adaptable
Accomplishments
- Ability to effectively manage and supervise a diverse employee work group
- Maintains a working knowledge of applicable Federal, State, and local laws and regulations, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior
- Assures that the company image as an ethical and high-quality provider of health services is developed and maintained
- Ensures an effective participative management climate within the operations with a special emphasis on the selection and development of committed, culturally diverse leaders in management that includes ongoing mentoring for direct reports
- Ensures that all resident services are provided in a manner that supports quality of life and service excellence
- Management of all business-related activity to achieve the corporate vision
Timeline
Department Support Specialist
Kelsey-Seybold Clinic
11.2021 - Current
Ambulatory Service Representative II
Kelsey-Seybold Clinic
06.2021 - 11.2021
Door Screener
Kelsey-Seybold Clinic
03.2021 - 06.2021
Administrator in Training
Care Center
2019.01 - 2020.02
Emission Technician
Brand
06.2017 - 01.2019
Staff Analyst
City Of Houston Library
06.2007 - 02.2016
Circulation Manager
City Of Houston-Library
01.2005 - 07.2007
Assistant Circulation Manager
City Of Houston-Library
03.2004 - 01.2005
Technical Hardware Analyst I
City Of Houston-Library
02.2001 - 03.2004
Doctorial - Healthcare Administration and Leadership
Capella University, Minneapolis
Masters Library - Information Science
University of Pittsburgh
Bachelor of Science - Psychology
University of Houston-Downtown
Associates - Computer Science
Houston Community College