Kayla Goodwin
Addison,IL
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Interim Manager - Access
Northwestern Medicine
02.2025 - Current
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Facilitated implementation of a new PTO process by creating shared PTO calendars for team - wide visibility
- Streamlined time - off coordination by integrating calendars into the team's Microsoft Teams channel for easy access and use
- Supported team readiness for the Endocrinology Scheduling Experience project by leading training sessions and providing key resources
- Facilitated cross-regional scheduling preparedness to ensure seamless coordination and implementation
Patient Access Operations Coordinator
Northwestern Medicine
04.2022 - Current
- Supervises, prioritizes and adjusts work assignments to ensure timely and accurate completion of all activities for the supply chain logistics teams in assigned areas.
- Acts as a liaison on behalf of the level one manager.
- Participates in interviewing, hiring, training, progressive discipline, dismissals, and performance appraisals.
- Utilizes productivity reports to measure department performance in comparison to KPIs.
- Provides mentoring and coaching to team members.
- Resolves complex or critical situations involving technology, customers, staff, and other supply chain management personnel: consults with manager for guidance as needed.
- Monitors daily activity to ensure compliance with policies and procedures.
- Assists level one manager with special projects as required.
- Works with management to develop and document standard work methodologies for Supply Chain Logistics, trains staff and ensures accountability to standard work.
- Facilitates the onboarding of new staff and manages the department orientation and training.
- Creates and conducts competency assessments for new department employees.
- Ensures support of MDI and monthly huddles.
- Acts as a quality assurance auditor for the Supply Chain Logistics team.
- Maintains the ability to respond quickly under pressure when problems arise.
- May act as a resource and point of contact in the absence of the Manager of Supply Chain Logistics.
- Completes other duties as assigned.
Patient Access Team Lead
Northwestern Medicine
01.2021 - 04.2022
- Assists Operations Coordinator with staff training and development, as well as on-boarding new staff.
- Ensures staff understanding and compliance of NM policies, procedures and expectations and assists in communicating any changes when applicable.
- Identifies potential problems and notifies the Operations Coordinator and Manager.
- Coordinates advanced troubleshooting to staff when issues or questions arise. Serves as first line of assistance to staff.
- Investigates and resolves patient, technical and workflow problems related to their area of responsibility or escalates to Operations Coordinator/Manager for assistance.
- Identifies and communicates key issues and trends to Operations Coordinators.
- Assesses and communicates staff development needs to Operations Coordinator to support periodic individual evaluations of staff.
- Ensures staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary.
Patient Access Specialist
Northwestern Medicine
01.2020 - 12.2020
- Consistently practices Patients First philosophy and adheres to high standards of customer service.
- Provides exceptional customer service to patients which establish a positive first impression of Northwestern Medicine.
- Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
- Correctly identifies and collects patient demographic information in accordance with organization standards.
- Interacts with various hospital departments and physician offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner.
- Demonstrates teamwork by helping co-workers within and across departments. Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
Operations Manager/Administrative Assistant to the COO
Alpha Outpost
12.2016 - 12.2019
- Oversee supervisory and warehouse staff, including training, directing work and conducting performance reviews.
- Assist with route planning and route monitoring.
- Pre-screen contract carriers from incoming applicant database for contract eligibility.
- Work with sales team to analyze competitive advantages and disadvantages, and to develop pricing and other initiatives that facilitate new avenues of growth.
- Receives, screens and handles telephone calls and correspondence, some of which may be of a confidential or sensitive nature.
- Interacts and establishes networking relationships with outside customers/vendors, executives, and administrative assistants in a professional manner.
- Assist in the production of reports supporting the department.
- Serve as liaison with other departments and operating units in the resolution of day-to-day administrative and operational activities and problems.
- Able to work with minimal direct supervision.
Customer Service Manager
Elite Training and Fitness
12.2010 - 11.2017
- Create and maintain a welcoming atmosphere for all members, prospective members and guests and ensure staff follows superior customer service guidelines.
- Staff Management.
- Schedule staff and ensure all shifts are covered.
- Administration and processing of all weekly/bi-weekly employee payroll.
- Involved in all front desk related activities.
- Answer phones in a friendly manner and assist callers with a variety of questions.
- Oversee cleanliness and maintenance of the facility including taking responsibility for largest section of cleaning daily.
- Determine and communicate equipment repair in a timely manner.
- Authorize expenditures and refunds.
- Daily bank deposits.
Education
Master’s - Public Administration- Health Service Management
National Louis University
06.2020
Bachelor of Science - Psychology
Elmhurst College
Elmhurst, IL01.2017
Skills
- An executive leader who possesses extremely strong motivation, work ethic, and professional discipline
- Able to effectively communicate, manage, and delegate tasks to accomplish specified office objectives
- Capable of discovering solutions to complex circumstances, to learn new skills specific to the project, and to work in diverse teams as well as in leadership roles
Timeline
Interim Manager - Access
Northwestern Medicine
02.2025 - Current
Patient Access Operations Coordinator
Northwestern Medicine
04.2022 - Current
Patient Access Team Lead
Northwestern Medicine
01.2021 - 04.2022
Patient Access Specialist
Northwestern Medicine
01.2020 - 12.2020
Operations Manager/Administrative Assistant to the COO
Alpha Outpost
12.2016 - 12.2019
Customer Service Manager
Elite Training and Fitness
12.2010 - 11.2017
Bachelor of Science - Psychology
Elmhurst College
Master’s - Public Administration- Health Service Management
National Louis University
Similar Profiles
Thais ZenonThais Zenon
Medical Assistant Student Externship at Northwestern Medicine Grayslake Outpatient Center & Northwestern Medicine Lake Forest HospitalMedical Assistant Student Externship at Northwestern Medicine Grayslake Outpatient Center & Northwestern Medicine Lake Forest Hospital
Addison KorzunAddison Korzun
Physician Assistant, Dept of Orthopedic Surgery at Northwestern MedicinePhysician Assistant, Dept of Orthopedic Surgery at Northwestern Medicine
Katy EverasticoKaty Everastico
Patient Care Technician at Northwestern MedicinePatient Care Technician at Northwestern Medicine
Typhanie RicksTyphanie Ricks
Housekeeping at Northwestern MedicineHousekeeping at Northwestern Medicine
Daniel HesterDaniel Hester
Warehouse Associate at Temperature Equipment Corporation (TEC)Warehouse Associate at Temperature Equipment Corporation (TEC)