Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Jennifer Klaus

Topeka,KS

Summary

Dynamic and detail-oriented professional with extensive experience at Stormont-Vail HealthCare, excelling in patient safety and in navigating challenges. With a proven ability in documentation accuracy and problem-solving, ensuring compliance with HIPAA regulations while fostering a secure environment for patients. Recognized for exceptional communication skills and a strong commitment to patient confidentiality.

Known for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

30
30
years of professional experience

Work History

Patient Safety Monitor

Stormont-Vail HealthCare
11.2024 - Current
    • Followed sanitary and safety regulations to properly collect and dispose of medical waste.
    • Responded to emergency situations
    • Collaborated with other medical staff to achieve high level of patient safety and care.
    • Supported medical staff during patient examinations in accordance with company policy.
    • Provided physical support to patients through diverse types of mobility assistance.
    • Provided a safe and secure environment for patients.
    • Virtually monitored patients.
    • Supported patients in bed baths, dressing and grooming for promotion of health and cleanliness.

Fair Hearings Coordinator

State of Kansas
05.2019 - 11.2024
  • Gathered and organized materials to support operations.
  • Entered data, generated reports, and produced tracking documents.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Reviewing appeals cases, to make appropriate corrections.
  • Created appeals documents and uploaded them to the Office of Administrative Hearings.
  • Assisted consumers with concerns, and relayed information to their medical representatives.
  • Faxed documents to Attorneys.
  • Attended and testified at Appeals Hearings for Medicaid.
  • Used Excel spreadsheets to track hearing and upload data for other coordinators.

Senior Customer Service Advisor

Maximus
03.2018 - 05.2019
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Processed Long Term Care applications for Medicaid and as a Liaison for Nursing Care facilities.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Used multiple computer interfaces to process Medicaid.
  • Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
  • Implemented and used strategies to streamline eligibility verification processes.
  • Uploaded and submitted verification documents.
  • Processed Medicaid SSPP payments and SSPP checks.

Senior Customer Service Advisor

FedEx Express
01.2014 - 03.2018
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered prompt service to prioritize customer needs.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Processed driver fuel credit card accounts.
  • Dangerous Goods specialist
  • Assistant Manager when Manager was not on site.

Direct Support Professional

Sheltered Living
01.2012 - 01.2014
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted disabled clients to support independence and well-being.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Administered medication as directed by physician.
  • Supervised daily activities.
  • Educated clients and family members on relevant topics to support independent living.
  • Handled client transportation safely and efficiently.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Recorded status and duties completed in logbooks for management.

Class Leader and Childcare

Wanamaker Woods Church of the Nazarene
07.2005 - 01.2012
    • Created and developed lesson plans to meet students' worship needs.
    • Modified lessons and curriculum to accommodate diverse learners by using strategies such as using hands on work.
    • Helped students explore concepts with engaging, learning-focused activities.
    • Taught Kindergarten thru 2nd grade Bible Education classes.
    • Became ordained Minister.
    • Licensed to Pastoral Counseling.

Assistant Store Manager

KB Toys
04.2004 - 07.2005
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Rotated merchandise and displays to feature new products and promotions.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Created and maintained safe and secure work environments for employees.
  • Reported issues to higher management with great detail.
  • Interacted well with customers to build connections and nurture relationships.

Lead Customer Service Advisor

Teletech
01.1999 - 04.2004
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Reviewed associate performance to identify training needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.

Independent Living Manager

Sheltered Living
01.1995 - 01.1999
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maintained professional, organized, and safe environment for employees and clients.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Controlled costs to keep business operating within budget.
  • Managed and motivated employees to be productive and engaged in work.
  • Evaluated employee performance and conveyed constructive feedback.
  • Onboarded new employees.


Education

Bachelor of Science - Psychology

Washburn University
Topeka, Ks

High School Diploma -

Holcomb High School
Holcomb, KS
05-1996

Medical Assistant Program - Medical Assistant Program

Ready To Work
Online

Skills

  • Fall prevention
  • Documentation accuracy
  • HIPAA compliance
  • Behavioral management
  • De-escalation techniques
  • Mobility assistance
  • Self motivation
  • Problem-solving
  • Excellent communication
  • Professional demeanor
  • Decision-making
  • Patient confidentiality
  • Attention to detail
  • Problem-solving aptitude
  • Organizational skills
  • Analytical skills
  • Customer service
  • Problem resolution
  • Bedside manner
  • Active listening

Interests

  • Baking
  • Learning new cooking techniques and expanding my culinary skills
  • Cooking
  • I like trying new recipes and food trends
  • Enjoy experimenting with different ingredients and flavors in the kitchen
  • Adventure Travel
  • Road Trips
  • Train Travel
  • Food Tourism
  • Music
  • Acting and Theater
  • Photography
  • Drawing and Painting
  • Dance
  • Avid Reader
  • Strategy Games
  • Watching Movies and TV Shows

Timeline

Patient Safety Monitor

Stormont-Vail HealthCare
11.2024 - Current

Fair Hearings Coordinator

State of Kansas
05.2019 - 11.2024

Senior Customer Service Advisor

Maximus
03.2018 - 05.2019

Senior Customer Service Advisor

FedEx Express
01.2014 - 03.2018

Direct Support Professional

Sheltered Living
01.2012 - 01.2014

Class Leader and Childcare

Wanamaker Woods Church of the Nazarene
07.2005 - 01.2012

Assistant Store Manager

KB Toys
04.2004 - 07.2005

Lead Customer Service Advisor

Teletech
01.1999 - 04.2004

Independent Living Manager

Sheltered Living
01.1995 - 01.1999

Medical Assistant Program - Medical Assistant Program

Ready To Work

Bachelor of Science - Psychology

Washburn University

High School Diploma -

Holcomb High School

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Jennifer Klaus