Kendra R. Cameron
Mechanicsburg,PA
Summary
Management professional versed in all aspects of operations management, from scheduling and finance to production and marketing. Possesses good communication, organizational and presentation capabilities.
Overview
1
1
Language
1
1
Certification
19
19
years of professional experience
Work History
EHR Training Manager
Hamilton Health Center
Harrisburg, PA
04.2016 - 04.2017
- Promoted to Manager to provide oversight for EHR training, Help Desk operations, Informatics support & guidance in the design of information systems & technologies that will help optimize system performance & workflow efficiency.
- Responsible for redesigning the provider training program.
- Assisted with merging duplicate patients.
- Worked directly with Senior Leadership, Directors, Managers, Supervisors, clinical and non-clinical departments to achieve EHR system efficiency, training, and support.
- Responsible for creative design for progress notes and forms added into the EHR.
- Supported Chief Operating Officer and Director of Operations with daily operational functions as needed.
- Produced recurring and adhoc reports and documents for Senior Leadership as well as various departments.
- Developed new processes for employee EHR training.
- Verified data integrity and accuracy.
- Responded to customer requests via telephone and email.
Customer Service Supervisor
Hamilton Health Center
Harrisburg, PA
01.2013 - 04.2016
- Promoted to Supervisor to oversee customer service representatives in the completion of the patient scheduling and registration process and call center queue production to assure customer service excellence.
- Responsible for redesigning the provider training programExpedited problem resolution and worked with department personnel to ensure an efficient patient flow.
- While in this role, continued as the EHR Specialist.
- Managed total department call volume of 500-600 per day.
- Researched complex problems and resolved issues in a timely manner.
- Capitalized on upsell opportunities with new and potential customers.
- Oversaw team of 10 customer service professionals.
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Completed documentation and logs each day and generated weekly reports detailing activities.
- Coordinated department schedules to maximize coverage during peak hours.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Shared best practices for success and customer service with other team members to help improve the organization's efficiency.
- Directed calls to appropriate individuals and departments.
- Processed cash and credit payments rapidly and accurately.
- Communicated clear expectations and goals to each team member.
- Politely assisted customers in person and via telephone.
- Strategically scheduled team members to maintain optimal staffing levels at all times.
- Actively pursued personal learning and development opportunities.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Referred unresolved customer grievances to designated departments for further investigation.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Preserved a perfect attendance record.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Asked open-ended questions to assess customer needs.
- Entered data promptly and efficiently with a 90% accuracy rate.
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
- Processed customer returns.
- Trained new customer service representatives on procedures, customer service and business techniques.
- Reported security and service incidents to management.
- Monitored areas for security issues and safety hazards.
- Completed all daily tasks and special assignments with an efficient and quality-driven approach.
- Engaged with customers in a sincere and friendly manner.
- Assigned work to team members based on company needs, personal strengths and job knowledge.
- Prioritized helping customers over completing other routine tasks.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
Customer Service Representative
Hamilton Health Center
Harrisburg, PA
05.2006 - 12.2012
- Worked part-time answering telephones, scheduling appointments, made patient reminder calls, confirmed insurance eligibility by verifying with PA Department of Public Welfare PROMISeTM System and various websites, determined sliding-fee eligibility, and collected and posted payments.
- Directed calls to appropriate individuals and departments.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Learned, referenced and applied job knowledge information.
- Provided an elevated customer experience to generate a loyal clientèle.
- Asked open-ended questions to assess customer needs.
- Routinely answered customer questions regarding services and pricing.
- Politely assisted customers in person and via telephone.
- Earned management trust by serving as key holder, responsibly opening and closing the building.
- Described services to customers and accurately explained details and pricing of services.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Referred unresolved customer grievances to designated departments for further investigation.
- Entered data promptly and efficiently with a 90% accuracy rate.
- Used time efficiently when not serving customers, including insurance verification and contacting customers the day of to ensure attendance.
- Coordinated between billing department and customers to resolve problems.
- Verified that all customers received receipts for their payments.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Operated a cash register for cash, check and credit card transactions with 95% accuracy.
- Preserved a perfect attendance record.
- Actively pursued personal learning and development opportunities.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Processed cash and credit payments rapidly and accurately.
- Utilized the Spanish I learned in school in order to better assist customers due to limited availability of interpreters.
Summer Intern
Pennsylvania Department of Health
Harrisburg, PA
05.2010 - 08.2010
- Selected for this internship based on demonstrated written communication skills.
- Collected, compiled, and analyzed public health data on various programs managed by the PA Department of Health.
- Wrote, drafted, edited and assembled professional-level narrative descriptions of those programs for inclusion in the Primary Health Care Practitioner Program Annual Report.
- Organized materials and completed various clerical tasks to support the Bureau of Health Planning operations.
HIV Prevention Counselor
Hamilton Health Center
Harrisburg, PA
10.2007 - 06.2009
- Worked part-time and volunteered as an HIV Prevention Counselor while completing undergraduate degree.
- Conducted street and community outreach.
- Obtained certificates and approvals from state agency.
- Responded to customer requests via telephone and email.
- Maintained customer confidentiality.
EHR Specialist
Hamilton Health Center
Harrisburg, PA
06.2009 - 09.2012
- Worked part-time while completing undergraduate and graduate degrees providing staff support as organization transitioned from paper to electronic medical record. Upon completion of graduate degree in 2012, hired full-time as EMR and EDR Specialist. In this capacity, assisted in EDR implementation and provided technical support to medical and dental departments.
- Copied, logged and scanned supporting documentation.
Operations Manager
Hamilton Health Center
Harrisburg, PA
04.2017 - Current
- Assist the Director of Operations in reconciliation of deposits.
- Performed audit reviews of appointments to ensure compliance with approved protocols.
- Provided support for completion of internal household assessment audits for Finance Department.
- Designed, developed and tested embedded software applications for use within the various departments.
- Copied, logged and scanned supporting documentation for aide in successful household assessment audits conducted annually by HRSA.
- Implemented MediQuire, population health module, based testing features to use on final product.
- Produced ad hoc reports and documents for Senior Leadership members.
- Developed new processes for non-provider EHR training.
- Verified data integrity and accuracy.
- Responded to customer requests via telephone and email.
- Responsible for overseeing inventory for departments reporting to Director of Operations.
- Managed several projects at once with varying deadlines.
- Established and maintained vendor partnerships.
- Delivered customized and effective solutions to departments that met unique demands.
Accounts Receivable & Retail Pharmacy
Care Capital Management (dba Medicine Shoppe Pharmacy)
Mechanicsburg, PA
05.2007 - 08.2007
- Reconciled customer accounts.
- Compiled daily deposits for the 14 Medicine Shoppe locations throughout the country.
- Utilized several pharmacy retail computer systems to perform daily tasks.
- Assisted the pharmacist in filling prescriptions, answered phones, assisted customers with pharmacy transactions.
Education
Master of Science - Health Administration
Saint Joseph's University
Philadelphia, PAJanuary 2013
Master of Science - Health Administration
Saint Joseph's University
Bloomsburg, PAJanuary 2013
Skills
- MS Office (Word, Excel, Publisher, PowerPoint, Outlook, and some Access)
- Practice Management & EHR (SuccessEHS and MediaDent)
- Practice Analytics (Business Objects & Business Intelligence)
- CISCO Unified Communications Systems - CISCO Unified Attendant Console, CISCO Supervisor Desktop Console, & CISCO Unified CCX Historical Reports
- Dependable
- Detail-oriented
- Organized
- Management information systems
- Project management
Certification
- Completion of SkillPath's Excelling as Manager or Supervisor Course, 2015
- Completion of Health Center Practice Operations Management Course, 2013
- Completion of Fred Pryor's Basic Supervision Course, 2013
- Certified HIV Tester, Counselor, and Educator, 2007
Affiliations
- Healthcare Information and Management Systems Society (HIMSS)
- Alpha Kappa Alpha Sorority, Incorporated
- National Pan-Hellenic Council
- American College of Healthcare Executives
- United Way (UW) of the Capital Region
- UW Women's Leadership Network
- UW Bridges to Society
- Bloomsburg Alumni Association
Accomplishments
- NPHC Greater Hbg Executive Board Member, 2016 and 2018
- Received Employee Service Award, 2014 and 2018
- Completion of SkillPath's Excelling a Manager or Supervisor Course, 2015
- Completion of Health Center Practice Operations Management Course, 2013
- Completion of Fred Pryor's Basic Supervision Course, 2013
- Certified HIV Tester, Counselor, and Educator, 2007
Activites
- Youth Leader for children ages 5-18
- National Pan-Hellenic Council
Timeline
Operations Manager
Hamilton Health Center
04.2017 - Current
EHR Training Manager
Hamilton Health Center
04.2016 - 04.2017
Customer Service Supervisor
Hamilton Health Center
01.2013 - 04.2016
Summer Intern
Pennsylvania Department of Health
05.2010 - 08.2010
EHR Specialist
Hamilton Health Center
06.2009 - 09.2012
HIV Prevention Counselor
Hamilton Health Center
10.2007 - 06.2009
Accounts Receivable & Retail Pharmacy
Care Capital Management (dba Medicine Shoppe Pharmacy)
05.2007 - 08.2007
Customer Service Representative
Hamilton Health Center
05.2006 - 12.2012
Master of Science - Health Administration
Saint Joseph's University
Master of Science - Health Administration
Saint Joseph's University