Chelsee Phalen
Miles City,MT
Summary
Dynamic Clinical Relations Manager with a proven track record at Intermountain Health, enhancing patient satisfaction and streamlining operations for efficiency. Leveraged compassionate communication and strategic planning to boost service quality, achieving notable improvements in grievance resolution. Skilled in trend tracking/reporting and team building, proficient at fostering positive patient relationships and operational excellence.
Overview
13
13
years of professional experience
Work History
Clinical Relations Manager/Patient Experience Coordinator
Intermountain Health
08.2022 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Set priorities and problem-solved workflow issues to maintain rapport with patients and department managers.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Worked effectively with staff from all departments to coordinate resolutions.
- Entered details into computer systems and managed database of information.
- Collected and analyzed patient feedback to evaluate quality of care.
- Resolved customer complaints using established follow-up procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Identified areas for policy improvement through thorough analysis of recurring grievance themes, leading to proactive problem resolution.
- Enhanced client confidence in the grievance process through clear communication and empathetic handling of sensitive issues.
Centralized Intake Coordinator
One Health
11.2021 - 08.2022
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Explained eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Enhanced office productivity by handling high volume of callers per day.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
Parent Aide
Williams County Social Services
08.2018 - 05.2019
- Consulted with families to discuss activities and behaviors of each child.
- Observed children to proactively identify issues with emotional or physical development and worked with parents to address concerns.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Met with parents about daily activities, positive developments and issues.
- Helped develop effective care plans advocated for needs of each client with outside agencies and care professionals.
- Supported program leadership in handling day-to-day management needs of busy office.
- Maintained impeccable case notes and documented all activities fully.
- Coordinated referrals to community services to help clients obtain needed support.
- Transported children and families as directed by child welfare worker or visitation coordinator.
- Conducted home visits to check on patients' well-being.
- Used positive reinforcement techniques to promote patience and other good behaviors.
- Improved operations through consistent hard work and dedication.
Home Licensed Daycare Provider (Owner)
Myself
02.2015 - 09.2016
- Analyzed, constructed and calculated daily accounting records, including payroll and purchasing transactions.
- Communicated with children in developmentally appropriate way.
- Instructed children in health and personal habits, such as eating, resting and using the toilet.
- Established safe play environment for the children.
- Incorporated music and play into developmentally appropriate activities.
- Maintained accurate accounting of tuition and operating reports.
- Maintained child-friendly environment with access to outdoor activities.
- Encouraged children to be understanding of and patient with others.
Daycare Assistant
Chasity Korell's Daycare
03.2012 - 02.2013
- Identified signs of potential emotional or developmental concerns in children and brought them to parents' or guardians' attention.
- Administered medications and kept appropriate records.
- Prepared, served and cleaned up daily meals for 12+ children.
- Maintained safe play environment by emphasizing and maintaining cleanliness and organization.
Bank Teller
Community 1st Federal Credit Union
10.2011 - 03.2012
- Created member account profiles on online banking program.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Collected member loan payments.
- Sold cashier's checks, traveler's checks and money orders.
- Maintained balancing cash box.
- Organized, stocked and maintained teller window area.
- Pulled daily branch reports.
- Maintained friendly and professional customer interactions.
Education
Bachelor of Science - Health Administration
Western Governors University
Salt Lake City, UT03.2027
High School Diploma -
West Hills High School
Santee, CA2006
Skills
- Trend Tracking/Reporting
- Satisfaction Assessment and Tracking
- Forms and Spreadsheet Creation
- Investigate Complaints
- Grievance Resolution
- Patient Relationship Management
- Conflict Resolution Ability
- Best Practice Implementation
- Strategic Planning
- Operational Efficiency
- Presenting Ideas and Plans
- Compassionate communication
- Team Building
- Project Support
Timeline
Clinical Relations Manager/Patient Experience Coordinator
Intermountain Health
08.2022 - Current
Centralized Intake Coordinator
One Health
11.2021 - 08.2022
Parent Aide
Williams County Social Services
08.2018 - 05.2019
Home Licensed Daycare Provider (Owner)
Myself
02.2015 - 09.2016
Daycare Assistant
Chasity Korell's Daycare
03.2012 - 02.2013
Bank Teller
Community 1st Federal Credit Union
10.2011 - 03.2012
Bachelor of Science - Health Administration
Western Governors University
High School Diploma -
West Hills High School
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