Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katherine Adames

Danbury

Summary

Adept at surgical scheduling and customer service, I significantly enhanced OR efficiency and patient satisfaction at Nuvance Health. My expertise in schedule coordination, coupled with strong problem-solving abilities, led to notable improvements in operational workflows. Recognized for exceptional teamwork and communication, I consistently exceeded performance metrics, fostering a collaborative and results-driven work environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Operating Room Scheduler

Nuvance Health
03.2022 - Current
  • Managed daily OR schedules, ensuring optimal utilization of operating rooms and staff.
  • Facilitated smooth transitions between cases through effective coordination of room turnovers and equipment setups.
  • Improved communication among surgical teams by implementing an efficient scheduling system.
  • Provided training for new schedulers on department protocols, ensuring they were well-prepared for their roles.
  • Contributed to a positive work environment by maintaining open lines of communication with colleagues across various departments involved in patient care delivery.
  • Assisted team members during high-volume periods, providing support in managing daily operations efficiently.
  • Reduced cancellations and delays by closely monitoring and adjusting the schedule as needed.
  • Worked closely with department leadership to identify opportunities for process improvements in OR scheduling procedures.
  • Coordinated with surgeons, anesthesiologists, and nursing staff to ensure timely case start times.
  • Handled emergency add-on cases promptly, minimizing disruptions to scheduled surgeries.

Customer Service Representative

Working Solutions
09.2019 - 02.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.

Unit Coordinator

Nuvance Health
01.2016 - 09.2019
  • Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
  • Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
  • Achieved appropriate patient flow by admitting, transferring and discharging patients in computer system and notifying appropriate personnel of patient status verbally and through signage.
  • Managed medical emergencies calmly and effectively while activating appropriate codes according to hospital policy; ensuring prompt response from specialized personnel.
  • Collected and analyzed data related to customer service, patient charges and supply utilization.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.

CNA

Nuvance Health
01.2014 - 01.2016
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.


CNA

Maplewood Senior Living
11.2012 - 01.2014
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.

Education

No Degree - Preprerequisit

Western Connecticut State University
Danbury, CT

High School Diploma -

Danbury High School
Danbury, CT
05.2011

Skills

  • Surgical Scheduling Experience
  • Schedule Coordination
  • Multitasking Abilities
  • Collaboration and Teamwork
  • Reliability
  • Critical Thinking
  • Organizational Skills
  • Effective Communication
  • Staff Leadership
  • Customer Service
  • Problem-solving abilities
  • Call center experience
  • Money handling abilities
  • Scheduling
  • Staff Training
  • Live chat support

Timeline

Operating Room Scheduler

Nuvance Health
03.2022 - Current

Customer Service Representative

Working Solutions
09.2019 - 02.2022

Unit Coordinator

Nuvance Health
01.2016 - 09.2019

CNA

Nuvance Health
01.2014 - 01.2016

CNA

Maplewood Senior Living
11.2012 - 01.2014

No Degree - Preprerequisit

Western Connecticut State University

High School Diploma -

Danbury High School

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Katherine Adames