Kacie Zehring
Middletown,PA
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
14
14
years of professional experience
Work History
Senior Quality Specialist
Aetna
12.2020 - Current
- Conducts comprehensive assessments of outgoing phone calls made to Medicare members by Health Advocates.
- Implemented and facilitates Quality Coaching of Health Advocates to enhance quality improvement standards.
- Collect and present metric data for reporting purposes.
- Assists with training new staff and conducting simulated or practice phone calls.
- Collaborates with management and colleagues to ensure best practices pertaining to quality improvement are achieved.
- Educate employees on specific QA standards and confirm maintenance of standards.
Health Advocate
Aetna
02.2018 - 12.2020
- Outreached Medicare members by phone to close gaps in care.
- Provided support for HEDIS quality initiatives.
- Handled multiple functions while exceeding performance standards.
- Helped members navigate preventive screenings and worked through barriers to schedule appointments.
- Collaborated with management to implement Appointment Reminder Calls for Medicare members.
Admissions Coordinator
Spring Creek Rehab and Nursing Center
10.2015 - 02.2018
- Managed placement of residents for a 404 bed rehab and nursing facility.
- Compiled and analyzed data to track admissions trends and made recommendations for improvements.
- Reviewed medical information for all referrals for admissions.
- Developed and maintained relationships with local hospitals, Social Workers and Case Managers.
- Managed Concierge team.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Training Coordinator for Admissions department.
Front Desk Receptionist
Spring Creek Rehab and Nursing Center
05.2015 - 10.2015
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled incoming and outgoing mail for all facility staff and residents.
- Assisted Admissions department with daily tasks.
- Assisted Maintenance department with administrative purchasing tasks.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Trained new team members on company procedures, customer service and issue resolution.
Clinical Assistant – West Shore Peri-Anesthesia
Pinnacle Health Systems
04.2014 - 04.2015
- Assisted in admitting patients to the Peri-Anesthesia Department.
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted nurses with care of post-op patients
- Comforted anxious patients before procedures and listened to concerns, offering support, and compassion.
Clinical Assistant – Harrisburg Hospital Cardio Thoracic Post Op Unit
Pinnacle Health Systems
06.2010 - 04.2014
- Provided directed care and supervision of patients admitted to Cardio Thoracic Post Op unit.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted patients with daily living skills and physical care.
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients.
- Followed comprehensive clinical protocols to safeguard patient safety.
- Observed and reported on patients heart rhythms.
Education
Nursing -
Harrisburg Area Community College
01.2013
Diploma -
Middletown Area High School
01.2009
Skills
- Microsoft Office Applications
- Communication
- Coaching
- Time Management
- Critical Thinking
- Organization
- Adaptability
- Documentation and Reporting
- Detail Oriented
Timeline
Senior Quality Specialist
Aetna
12.2020 - Current
Health Advocate
Aetna
02.2018 - 12.2020
Admissions Coordinator
Spring Creek Rehab and Nursing Center
10.2015 - 02.2018
Front Desk Receptionist
Spring Creek Rehab and Nursing Center
05.2015 - 10.2015
Clinical Assistant – West Shore Peri-Anesthesia
Pinnacle Health Systems
04.2014 - 04.2015
Clinical Assistant – Harrisburg Hospital Cardio Thoracic Post Op Unit
Pinnacle Health Systems
06.2010 - 04.2014
Nursing -
Harrisburg Area Community College
Diploma -
Middletown Area High School