Grace Sim
Silverdale
Overview
6
6
years of professional experience
Work History
Training and Development Specialist FDA
UW Medicine Contact Center
05.2025 - Current
- Trained new trainees on contact center protocols as well as policies, ensuring consistent and high-quality service with available resources.
- Collaborated with department team members to identify training needs aligned with organizational goals.
- Performed training effectiveness through feedback and assessments.
- Managed time effectively with minimal guidance by deliberately finding open tasks to be done.
Contact Center Representative 1
UW Medicine Contact Center
04.2023 - 05.2025
- Provided exceptional customer service by actively listening to inquiries and offering solutions.
- Participated in regular team meetings, sharing opinions on common issues faced by callers and being receptive to valuable feedback.
- Meeting personal metrics and focusing on accuracy on each call which resulted in an opportunity with working as a preceptor at the Training and Development department.
Patient Access Representative
St Michael Medical Center
02.2022 - 03.2023
- Collected patient's information and insurance to register in Epic in a fast paced environment.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Demonstrated flexibility in breaks and shift times to ensure quality patient care and adapted quickly to changing demands within the healthcare environment.
Receptionist
St Michael Medical Center
10.2021 - 02.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Navigated lost patients or visitors to the right location efficiently and introduced and maintained strict hospital policies due to Covid-19.
- Answered phone promptly and directed incoming calls to correct offices.
Receptionist / Billing Specialist
OK Chiropractic Clinic
07.2019 - 09.2020
- Checked mail box daily to collect and process checks received from insurances and documented payments on Excel as well as patient's files.
- Called insurance companies to verify patient's coverage and billing status. Mostly dealt with 3rd party liability insurances.
- Received phone calls to schedule patients and greeted scheduled or walk-in patients for their appointments.
Education
High School Diploma -
Dongducheon Foreign Language High School
South Korea03-2018
Skills
- Experienced with high-level phone calls while demonstrating clear communication skills
- Thrive and adapt quickly to fast paced environments
- Ability to multi-task and complete given work in a timely manner
- Teamwork and receptive to feedback
- Pay attention to detail and focus on accuracy to ensure quality work
- Computer Skills: Excel, Powerpoint, Word, Access, One Note, Google Spreadsheet etc
Timeline
Training and Development Specialist FDA
UW Medicine Contact Center
05.2025 - Current
Contact Center Representative 1
UW Medicine Contact Center
04.2023 - 05.2025
Patient Access Representative
St Michael Medical Center
02.2022 - 03.2023
Receptionist
St Michael Medical Center
10.2021 - 02.2022
Receptionist / Billing Specialist
OK Chiropractic Clinic
07.2019 - 09.2020
High School Diploma -
Dongducheon Foreign Language High School
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