Karen Howell
Rochester,NY
Summary
Driven professional with extensive experience in staffing coordination and customer service, notably at Wesley Gardens. Excelled in optimizing workflow efficiency and enhancing employee retention through effective onboarding and scheduling. Demonstrated proficiency in Microsoft Office and a commendable ability to manage customer relations, achieving positive outcomes in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Customer Service Associate
At Home Store
Henrietta, NY
08.2017 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to help customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Staffing Coordinator
Wesley Gardens
Rochester, NY
03.2016 - 01.2017
- Utilized software to provide daily and monthly schedules for staff that took into account the needs of both the staff and the nursing home.
- Recruited staff to fill vacant shifts.
- Kept agencies up-to-date on our staffing needs.
- Verified payroll, vacation and sick time hours to support accounting processes.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Worked closely with other departments within the organization to address workforce planning needs.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Developed and implemented onboarding and orientation programs for new employees.
- Tracked and verified all employee hours, overtime, and call outs daily.
- Rearranged staff schedules as needed.
Staffing Coordinator
Aaron Manor Rehabilitation and Nursing Center
Fairport, NY
11.2014 - 08.2015
- Provided daily and monthly schedules that took into account the needs of the nursing home and the staff.
- Recruited staff to fill available shifts.
- Verified payroll, vacation and sick time hours to support accounting processes.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Developed and facilitated new-hire orientations.
- Conducted comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
- Assisted with personnel records management to support recordkeeping accuracy.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Tracked and verified all employee hours, overtime, and call outs daily.
- Rearranged staff schedules as needed.
Nursing Scheduler
The Hurlbut Nursing Home
Rochester, NY
03.2013 - 11.2014
- Provided daily and monthly schedules for staff that took into account the needs of both the nursing home and the nursing staff.
- Recruited staff to fill open shifts.
- Maintained accurate attendance records and scheduled make-up shifts in cases of weekend absences.
- Reviewed and adjudicated requests for PTO, vacation, maternity leave and both paid and unpaid leaves of absences.
- Developed efficient processes for handling last-minute call-outs or sick days, minimizing disruptions to patient care.
- Provided support during emergency situations by quickly adjusting schedules as needed for increased staffing requirements or unexpected absences.
Patient Account Representative
Unity Health System
Rochester, NY
03.2005 - 03.2013
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Also worked in the Cashiers Office at Unity Hospital, accepting co-pays, posting hospital payments, and preparing deposits for the bank.
Education
Bachelor Of Science - Elementary Education
SUNY College At Geneseo
Geneseo, NYSkills
- Account updating
- Computer Skills
- Data Entry
- Customer Relations
- Payment Posting
- Microsoft Office
- Sales Transactions
- Administrative and Office Support
- Document and Records Management
- Billing Adjustments and Refunds
- Professional telephone demeanor
Timeline
Customer Service Associate
At Home Store
08.2017 - 08.2023
Staffing Coordinator
Wesley Gardens
03.2016 - 01.2017
Staffing Coordinator
Aaron Manor Rehabilitation and Nursing Center
11.2014 - 08.2015
Nursing Scheduler
The Hurlbut Nursing Home
03.2013 - 11.2014
Patient Account Representative
Unity Health System
03.2005 - 03.2013
Bachelor Of Science - Elementary Education
SUNY College At Geneseo