Summary
Overview
Work History
Education
Skills
Timeline
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Cortney Ruggles

Waterloo,IA

Summary

Proven leader ready to foster diversity, equity and inclusion. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about Customer Experience, and proven success working with diverse customers. Extensive knowledge of EPIC training, new hire training, and observations. Direct and clear communicator with an enthusiastic style, and insightful approach. Utilizing efficient team skills, while maintaining strong management and organizational skills.


Overview

6
6
years of professional experience

Work History

Customer Experience Trainer

UnityPoint Health - Corporate
08.2021 - Current
  • Improved employee performance by designing and implementing effective training programs.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
  • Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
  • Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
  • Facilitated team-building exercises that fostered collaboration and communication among department members.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Led cross-functional teams in the development of innovative solutions for pressing business challenges.
  • Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Implemented diverse instructional methods, optimizing trainee engagement.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Established and maintained quality control standards.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 15%.

Patient Access Representative

Allen Hospital
07.2017 - 07.2021
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
  • Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Addressed bad debts in line with set protocols.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Recommended service improvements to minimize recurring patient issues and complaints.

Education

Associate of Arts - Hospitality Administration And Management

Hawkeye Community College
Waterloo, IA
10.2024

Skills

  • Epic Credentialed Trainer
  • DEI Committee
  • Cultural Ambassador Committee
  • Leadership Development
  • Attention to Detail
  • Adaptability
  • Conflict Resolution
  • Goal Setting
  • Public Speaking
  • Effective Communication
  • Interpersonal Skills
  • Team Building
  • Active Listening
  • Creative Problem-Solving
  • Cross-Cultural Competence
  • Group and Individual Instruction
  • Budget Administration
  • Group Discussion Facilitation

Timeline

Customer Experience Trainer

UnityPoint Health - Corporate
08.2021 - Current

Patient Access Representative

Allen Hospital
07.2017 - 07.2021

Associate of Arts - Hospitality Administration And Management

Hawkeye Community College

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Cortney Ruggles