Katrina Aug
Chatfield,MN
Summary
Seeking a career advancement opportunity where I can continue to demonstrate Mayo Clinic’s values. Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Coordinator Desk Operations
Mayo Clinic
Rochester, MN
11.2019 - Current
- Medication Review and Reconciliation Stakeholder and Trainer
- Scheduling Workqueue Efficiency Efforts
- Patient Self-Rooming Project Stakeholder
- Responsible for FTE (Full Time Employee) tracking
- Transitioned Mayo Northeast Clinic to a Newborn only Clinic during COVID
- Assisted in the facilitation of the drive thru Anticoagulation Clinic at the Northeast Clinic and transition to Express Care
- Assist with the implementation of the COVID testing and vaccination sites
- Involvement in Health Information Management and Outside Material project
- Stakeholder in developing the Patient and Visitor Conduct team
- Supervisor of Training Program, SEMN
- Developed Epic processes for 7 Fountain Centers Locations
- Transitioned Desk Staff to the Nurse Rooming Role to save cost and staff shortages
- Promote a positive work environment
- Safety Advocate Leader
- Drafted reports summarizing progress on various projects for upper-level management review.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Enhanced performance through collaboration with diverse teams.
- Provided leadership, insight and mentoring to new and seasoned employees.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Supervisor, Clinic Operations, Department of Ophthalmology
Mayo Clinic
Rochester, MN
08.2015 - 11.2019
- Subject Matter Expert EPIC implementation.
- Introduced Care Team concept within the department.
- Cohort Leader and Mentor for new Supervisors across various Departments.
- Roles and Responsibilities redesign throughout the department
- Decreased delays in patient care.
- Improved Employee Morale in Ophthalmology and increased percentage of staff satisfaction from 46% in 2015 to 98% in 2017.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Directed and supervised team of 32 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Organized client meetings to provide project updates.
Supervisor, Office of Access Management, Department of Ophthalmology
Mayo Clinic
Rochester, MN
08.2015 - 08.2016
- Implementation of appointment Decision Trees to decrease ongoing scheduling discrepancies
- Review of patient volume and metrics specific to patient appointments
- Improved appointment access by involving Mayo Clinic resources
- Implementation of the Injection Core Team for the Retina Specialty.
- Introduced Medical Staff Assignment Coordinator position.
Assistant Supervisor, Clinical Operations and Office of Access Management, Department of Ophthalmology
Mayo Clinic
Rochester, Minnesota
11.2014 - 08.2015
- Coordinated daily activities and supervised staff to ensure efficiency.
- Assisted in the development of operational policies, procedures and standards.
- Monitored employee performance and conducted regular reviews to identify areas for improvement.
- Trained new staff members on company policies, procedures and job expectations.
- Scheduled work hours for employees based on store traffic patterns.
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and patient satisfaction.
- Delegated daily tasks to team members to optimize group productivity.
- Coached staff members to develop long-term career goals.
Patient Appointment Coordinator and Clinical Assistant, Department of Ophthalmology
Mayo Clinic
Rochester, Minnesota
11.2013 - 11.2014
Inpatient Team Coordinator: South and Downtown Campus Locations
Children’s Mercy Hospital
Kansas City, Missouri
01.2008 - 03.2013
Education
Master’s in Organizational Leadership -
North Central University
01.2020
Bachelor’s in Management -
University of Phoenix
01.2014
Associates in Paraprofessional Education -
University of Phoneix
01.2009
Certified Research Assistant -
Kansas University Medical Center
01.2008
Travel and Hospitality Degree -
Albert Lea
01.1995
Skills
- Administrative and Operational Leadership; Professional Networking
- Project Management, including Data Metrics and Reporting
- Meeting Coordination
- Best Practices Implementation; Bold Forward; including Artificial Intelligence Innovation
- Patient Scheduling and Calendar Management (Registration, Scheduling)
- Confidentiality and Regulatory Compliance
- Customer Service, Patient and Coworker Centered: Relationship Building
- CRM Software
- Budget Planning
Affiliations
- Actively involved in volunteer work within the community: specifically Ronald McDonald House, March of Dimes, and Food Shelf.
- Mentorship for youth within our church.
- Human Trafficking Spokesperson for SEMN; network with Sisters of St. Mary's along with the Rochester Police Department.
Accomplishments
- The Needs of the Patient Come First - Medallion Received 2022 for Medication Reconciliation Project Primary Care
- Above and Beyond Award - 2022
- National Society of Leadership and Success - Inductee: 2020
- Jay Alix College of Science and Medicine Reward Recipient - 2018
Certification
Certified Research Assistant; University of Kansas Medical Center
Languages
English
Professional
References
References available upon request.
Timeline
Coordinator Desk Operations
Mayo Clinic
11.2019 - Current
Supervisor, Clinic Operations, Department of Ophthalmology
Mayo Clinic
08.2015 - 11.2019
Supervisor, Office of Access Management, Department of Ophthalmology
Mayo Clinic
08.2015 - 08.2016
Assistant Supervisor, Clinical Operations and Office of Access Management, Department of Ophthalmology
Mayo Clinic
11.2014 - 08.2015
Patient Appointment Coordinator and Clinical Assistant, Department of Ophthalmology
Mayo Clinic
11.2013 - 11.2014
Inpatient Team Coordinator: South and Downtown Campus Locations
Children’s Mercy Hospital
01.2008 - 03.2013
Master’s in Organizational Leadership -
North Central University
Bachelor’s in Management -
University of Phoenix
Associates in Paraprofessional Education -
University of Phoneix
Certified Research Assistant -
Kansas University Medical Center
Travel and Hospitality Degree -
Albert Lea
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