Charity Kelsey
Albuquerque,New Mexico
Summary
Accomplished healthcare IT professional with extensive supervisory experience in clinical, technical, and call center environments. Proven track record of effective team leadership, prioritizing patient safety, and delivering exceptional support. Bilingual in English and Spanish, proficient in ASL for seamless communication and problem-solving. Skilled in healthcare operations management, comprehensive employee training, and implementing robust quality assurance measures.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Clinical, Technical, and MyChart Support
HCI
03.2024 - Current
- Team Lead: Lead team to address clinical and technical support, ensuring patient safety incidents were resolved promptly
- Assisted team members with call and chat requests, providing guidance and technical support
- Managed unassigned queues and collaborated with supervisors to ensure timely care for caregivers
- Demonstrated leadership by acting as the primary point of contact for escalations and complex issues 6
- Maintained a high level of professionalism while managing sensitive and confidential information while training and collaborating with supervisor for new hires and current team members training needs.
- Reduced call escalation rates through effective active listening and problem-solving techniques.
Site Supervisor/Lab Tech/Medical Assistant
Curative
10.2021 - 11.2023
- Managed northwest region of 15 sites and teams across Northern New Mexico
- Supervised on-site teams to ensure smooth operations across various locations
- Trained new employees, managed appointment scheduling, and participated in marketing efforts
- Conducted patient triage, obtained vitals, and performed COVID-19 testing with phlebotomy expertise
- Managed the team effectively, ensuring adherence to protocols and high standards of care
Field Ops Safety Supervisor HSS/MLT (PRN)
Reel Health
04.2021 - 11.2023
- Led COVID-19 testing operations for movie productions, ensuring compliance with safety guidelines
- Supervised testing for production crew and ensured seamless operations without disruptions
Technical / Clinical Analyst Tier II / Call Center Team Manager
UnityBPO
09.2017 - 07.2021
- Managed a call center team of 20, providing Tier II technical support to Service desk technicians and callers
- Facilitated major incident resolutions, offered technical training, and coached team members
- Supported EMR systems, including Epic and Cerner, ensuring the timely resolution of technical issues
- Oversaw process development, knowledge base maintenance, and documentation consistency
Phlebotomist II / Health and Wellness Consultant
Exam One
01.2016 - 12.2020
- Supervised and trained over 100 new technicians to perform biometric screenings, ensuring adherence to quality standards
- Implemented safety protocols, conducted quality control, and maintained compliance with federal and state regulations
Education
Associate - Healthcare Information Management
UNM
Albuquerque, NM03.2022
Certification - Medical Assistant & Phlebotomy
CNM
Albuquerque, NM08.2023
Bachelor's - Counseling with an emphasis on addiction, Business Management
Grand Canyon University
09.2024
Bachelor's - Management
National American University
09.2024
Skills
- Supervisory & Management
- Technical Support & EMR Systems
- Quality Assurance & Safety Compliance
- Bilingual Communication
- Clinical Skills
- Project Management
Problem Management
Service Level Management
Incident Management
Active Directory Management
Windows administration
Certification
- CPR Certified
- BLS Certification
- Life and Health Insurance
- Certified Phlebotomy Technician (MedCa)
- Certified Medical Assistant
- Epic Certification
- CCMA Certification
Timeline
Clinical, Technical, and MyChart Support
HCI
03.2024 - Current
Site Supervisor/Lab Tech/Medical Assistant
Curative
10.2021 - 11.2023
Field Ops Safety Supervisor HSS/MLT (PRN)
Reel Health
04.2021 - 11.2023
Technical / Clinical Analyst Tier II / Call Center Team Manager
UnityBPO
09.2017 - 07.2021
Phlebotomist II / Health and Wellness Consultant
Exam One
01.2016 - 12.2020
Bachelor's - Management
National American University
Associate - Healthcare Information Management
UNM
Certification - Medical Assistant & Phlebotomy
CNM
Bachelor's - Counseling with an emphasis on addiction, Business Management
Grand Canyon University
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