Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Ketterling

Aberdeen,SD

Summary

With a proven track record at Avera Health, I excel in staff management and complex problem-solving, enhancing team performance and patient satisfaction. My leadership fosters a positive environment, significantly reducing turnover and driving continuous improvement, showcasing my ability to mentor effectively and achieve strategic goals.

Overview

27
27
years of professional experience

Work History

Patient Access PreArrival Supervisor (CWS)

Avera Health
05.2023 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Patient Access Manager

Avera Health
10.2020 - 05.2023
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Implemented cost-cutting measures across the region that led to significant savings without compromising service quality or employee satisfaction.

Centralized Scheduling Manager

Avera St. Luke's Hospital
04.2015 - 10.2020
  • Resolved schedule conflicts swiftly, ensuring minimal disruption to operations and client satisfaction levels.
  • Confirmed patient appointments via telephone to inform of appropriate preparations needed prior to examination.
  • Followed up with doctors' offices to verify proper scheduled exams.
  • Conducted regular reviews of scheduling processes, identifying areas for improvement and implementing necessary changes.
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.

Patient Scheduler

Avera St. Luke's Hospital
08.2011 - 04.2015
  • Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
  • Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
  • Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.

Nursing Assistant

Avera St. Luke's Hospital
02.2010 - 08.2011
  • Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
  • Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.

Team Lead Lay Up

Molded Fiberglass
09.2008 - 02.2010
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.

Customer Service Representative

Mutual Of Omaha Ins Co/Coventry HealthCare
06.2005 - 09.2008
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Supervisor

MicroVoice Applications
07.1997 - 06.2005
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Gathered, organized and input information into digital database.

Education

High School Diploma -

Dickey Central High School
Monango ND
05.1987

Skills

  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Complex Problem-Solving

Timeline

Patient Access PreArrival Supervisor (CWS)

Avera Health
05.2023 - Current

Patient Access Manager

Avera Health
10.2020 - 05.2023

Centralized Scheduling Manager

Avera St. Luke's Hospital
04.2015 - 10.2020

Patient Scheduler

Avera St. Luke's Hospital
08.2011 - 04.2015

Nursing Assistant

Avera St. Luke's Hospital
02.2010 - 08.2011

Team Lead Lay Up

Molded Fiberglass
09.2008 - 02.2010

Customer Service Representative

Mutual Of Omaha Ins Co/Coventry HealthCare
06.2005 - 09.2008

Supervisor

MicroVoice Applications
07.1997 - 06.2005

High School Diploma -

Dickey Central High School

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Elizabeth Ketterling