DAVID WHALLEY
Chicago,IL
Summary
Dynamic, performance-driven professional with a strong business and strategic acumen, who demonstrates an inspirational presence leading progressive operations and training activities. Perceptive ability to respond to shifting needs and priorities in a systematic and effective fashion. Excels at implementing change, taking ownership to drive results and exceed expectations. A forward-thinking leader seeking to leverage experience to expand scope into a management role.
Overview
17
17
years of professional experience
Work History
Operations Coordinator
Northwestern Medicine
05.2023 - Current
- Provided direction and guidance to internal teams in order to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Reviewed operations reports to understand numbers and trends
Access Team Lead
Northwestern Medicine
06.2018 - 05.2023
- Recognized by superiors and peers for excellence in dedication, detail-orientation, and diligence, consistently rising through ranks in Northwestern family of medical facilities
- Mission-minded throughout pandemic, demonstrating agile presence in oversight of COVID-19 hotline, developing and initiating continuous change and process evolution, adapting to significant call volume increases
- Foster and build cooperative relationships with leadership and patient service staff, providing in-depth training and individualized support on call management, escalation, and performance measures
- Design, develop, and deliver training programs, process guides and job aids, assuring team member's success
- Effective leader to teams of 4-8 Physician Referral Specialists, focused on outbound calls concerning physician to physician referrals and inpatient discharge follow-up
- Plan, develop, and manage schedules, effectively covering short shifts, consistently monitoring employee's daily activities
- Administer employee evaluation responsibilities in active office environment, providing consistent status reports to internal management
- Modernize and improve processes, efficiently managing resources and pro-active in providing resolution to operations challenges
- Always willing to accept additional responsibilities, assuming work queue maintenance and patient call duties during unforeseen backlogs, sustaining superior levels of unit performance.
Referral Coordinator
Northwestern Medicine
05.2011 - 06.2018
- Orchestrated in-depth new-hire and continuous training programs, enhancing team member customer service skills, optimizing customer and patient satisfaction
- Influential preceptor, providing team member guidance in emergency room follow-up and general support service procedures
- Streamlined emergency room follow-up tracking processes, assuring team member education and proficiency
- Selected by superiors for expertise in use of Epic software, actively participating in introduction and roll-out of Epic QNR for diverse range of medical specialties
- Established a patient-centric culture of communication, engaging with new and existing patients, guiding to appropriate physicians, classes and services provided by Northwestern Medicine
- Instrumental to success of Northwestern Physician Referral Services, averaging thirty-eight inbound calls per day, twenty-eight appointments via phone, and fifty-two via web request
Billing Coordinator
Northwestern Medical Faculty Foundation
01.2007 - 04.2011
- Initiative-taking management of discrepancy resolution processes, addressing delayed payment challenges, developing and implementing process improvements
- Enthusiastic member of employee engagement committee, conducting improvisational-based body language and active listening workshops, enhancing employee performance
- Selected to conduct pre-certification, prior notification, and benefits verification for Endocrinology and Bone Health clinics
- Executed effective customer service while consulting with patient and third-party payers throughout entire service delivery, driving client retention
- Directed departmental and coding/reimbursement meeting presentations, instructing employees in effective authoring of appeal letters and advance beneficiary notices (ABN's).
Education
Bachelor of Art - Theatre Arts, Speech and Film
Keene State College
KeeneSkills
- Team Leadership Problem-Solving Professionalism Prioritization Performance Enhancement Adaptability
- Collaborative Communication Quality Assurance Critical Thinking Multitasking Customer Service Expertise
- VALUE DRIVERS
- Proactive and flexible collaborator and leader with a natural talent to engage interpersonal and collaborative communication skills, solving complex business challenges and realizing customer and company goals
- Capacity to exercise independent judgement and employ advanced reasoning problem-solving skills
- Accomplished multitasker, utilizing premier prioritization and organizational skills with the capacity to manage numerous responsibilities simultaneously in fast-paced, deadline-oriented environments
- Choreograph creative training and inspiration methods, achieving superior levels of performance
- Confident in dealing with difficult situations, demonstrating a calm demeanor, effectively creating favorable solutions
- TECHNICAL SKILLS
- Microsoft Office Applications- Excel, Outlook, PowerPoint and Word Epic MyChart FirstNet
- Process Implementation
- Administrative Management Abilities
Timeline
Operations Coordinator
Northwestern Medicine
05.2023 - Current
Access Team Lead
Northwestern Medicine
06.2018 - 05.2023
Referral Coordinator
Northwestern Medicine
05.2011 - 06.2018
Billing Coordinator
Northwestern Medical Faculty Foundation
01.2007 - 04.2011
Bachelor of Art - Theatre Arts, Speech and Film
Keene State College