Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kandace Rathbun

Kandace Rathbun

Spring Valley,MN

Summary

Experienced and self-motivated Operations Coordinator with a proven track record of overseeing and improving multiple departments. With over 16 years at Mayo Clinic, expertise in project work, communication, and data has allowed effective assistance to various departments. Continually seeking opportunities to enhance skills and advance career, eager to take on new initiatives and stretch assignments.

Overview

19
19
years of professional experience

Work History

Access Operations Coordinator

Mayo Clinic
04.2023 - Current
  • Collaborate with area managers to evaluate needs and optimize operational plans. This included department observations, mapping out process flows and identifying gaps in communications and training.
  • Led successful projects from conception to completion, achieving objectives on time and within budget constraints. Knowledge Management was a key successful project, to ensure all departments in OAM had workable sites, Standard Operating Procedures, department guidelines and scheduling tools at their fingertips.
  • Developed strong relationships with Physicians, Administrators and Operations Managers, maintaining open lines of communication to promote trust, understanding and improved process flows.
  • Boosted productivity by establishing effective communication channels between departments and their Access Operations Teams.
  • Reported issues to higher management with great detail for quick resolution.
  • Reduced operational risks while organizing data to forecast performance trends. This was especially important with our Federal Medical Center (FMC) patient population.
  • Trained and guided team members to maintain high productivity and performance metrics using our metric and reporting dashboards.
  • Optimized operational efficiency, coordinating cross-functional teams to achieve project goals. This includes an extensive Supervisor and Assistant On-boarding checklist for Quality, AGILE, Emerging Leaders, Glow and other MyLearning courses pertinent to development.

Supervisor

Office of Access Management
03.2021 - Current
  • Supervise 3 Assistant Supervisors, 2 Leads and 37 Patient Appointment Service Specialists
  • Previously supervised 4 MSAS
  • Oversee the day-to-day function of multiple sub-specialties, in partnership with the department Operations Managers and Administrator, including but not limited to the following; Template concerns or redesigns, daily process flows, staff concerns, orders issues or panel redesigns, and data collection from reporting metrics
  • In charge of interviewing, hiring and onboarding new staff, mentoring, potential improvement plans or correctives actions and terminations for retirees or other staff.
  • Led and Assisted with the following projects, but not limited to: SPM Template Redesign, SPM Decision Tree Redesign, Visit Type Duration Updates for Standardization of ORS/SPM, ORS/SPM Orders merge, USGI redesign, Creation of OneNote, Ortho Drive Clean up, Ortho EZ Panel update (took 9 months), Ortho Pre-Scheduling Questionnaire updates (took almost a year), WQ Optimization, WQ University, Region-to-Region Workflow, OP Project, Centralized OSM, Digital Front Door (on-going), Self-Scheduling initiatives (on-going), and Embassy Epic Triage InBaskets
  • 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.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Evaluated customer needs and feedback to drive product and service improvements.

Supervisor

Clinic Operations
12.2017 - 03.2021
  • Supervise 1 Assistant Supervisor, and 25-30 Desk Operations Specialists
  • 1 to 4 geographical locations, depending on department
  • Mentor assistant supervisor in tasks and career development
  • Oversee call-ins and daily staffing
  • Act as a resource for desk issues and problem solve
  • Mediate staff issues and resolve behavior problems
  • Control Absence Occurrences
  • Was actively involved in projects: OASIS, HERO, Patient Satisfaction, Cast Improvement, and Brace Fitter implementation within Orthopedics
  • Pull counts for schedules and timecard edits in Assistants absence
  • Epic Transition: Provided coverage and learning opportunities ATE for SE MN Mayo
  • Trained desk staff on Epic, what we learned, and the upcoming transition
  • Standardized rooming for Ortho to allow more floating and cross coverage of desk staff
  • Piloted/implemented the new HIMS scanners on Gonda 14
  • Implemented Kiosks
  • Created a new DOS position on MB1 for the cast procedure area
  • Co-Created a monthly productivity report to track employees work and coach them if needed
  • From reports gathered in Epic Reports Library
  • Trained Endo staff in Video Visits for decentralization and help cover as needed

Assistant Supervisor Rotations (2)

Otorhinolaryngology (ENT) & Pulmonary
12.2014 - 12.2017
  • Supervise 14-16 clinical assistants at 5 different desks
  • Pull counts to establish staffing schedules at 6-8 weeks out
  • Over-see daily staffing to workload
  • Assist Physicians, Fellows, Residents and DOS in last minute needs for patients or calendar maintenance
  • Weekly ordering for unit supplies
  • Complete bi-weekly timecards to ensure employee payment
  • Part of several committees for process improvement

Clinical Assistant

Sleep Medicine/Pulmonary Float
02.2009 - 12.2014
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Ensured accurate documentation of vital signs, symptoms, and medical histories for informed decision-making by healthcare providers.
  • Scheduled ordered appointments for return visits, tests, procedural clinics and surgery.
  • Improved patient satisfaction by handling queries and concerns with empathy and professionalism.

Certified Nursing Assistant

Spring Valley Senior Living
02.2006 - 06.2010
  • Assist in daily living including but not limited to: bathing, personal hygiene, dressing, eating, toileting, and mobility
  • Assisted in patient physical therapy
  • Acted as back-up with Rehab ill calls

OOST Float

Mayo Clinic
09.2008 - 02.2009
  • Training and coverage in ENT
  • Coverage in Radiology

Education

Business Administration - Business Transfer Pathway - Winona

Rochester Community And Technical College
01.2023

Highschool Diploma - General Education

Kingsland High School
01.2007

Certified Nursing Assistant (C.N.A) -

Riverland
01.2006

Skills

  • Operational Efficiency
  • Adaptability
  • Policy Development
  • Communication
  • Multitasking
  • Project Management & Process Flows
  • Problem-solving

Accomplishments

  • Enrolled in Rochester Community and Technical College, Business Administration, 2023
  • Bronze Certified in AGILE, Mayo Clinic, Rochester, 2022
  • Bronze Certified in Quality Essentials, Mayo Clinic, Rochester, 2011
  • Mayo Clinic, 2008
  • Medical Terminology/Pharmacology, Rochester Community and Technical College, 2008
  • General Education – Highschool Diploma, Kingsland High School, 2007
  • Certified Nursing Assistant (C.N.A), Riverland, 2006

Timeline

Access Operations Coordinator

Mayo Clinic
04.2023 - Current

Supervisor

Office of Access Management
03.2021 - Current

Supervisor

Clinic Operations
12.2017 - 03.2021

Assistant Supervisor Rotations (2)

Otorhinolaryngology (ENT) & Pulmonary
12.2014 - 12.2017

Clinical Assistant

Sleep Medicine/Pulmonary Float
02.2009 - 12.2014

OOST Float

Mayo Clinic
09.2008 - 02.2009

Certified Nursing Assistant

Spring Valley Senior Living
02.2006 - 06.2010

Highschool Diploma - General Education

Kingsland High School

Certified Nursing Assistant (C.N.A) -

Riverland

Business Administration - Business Transfer Pathway - Winona

Rochester Community And Technical College

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Kandace Rathbun