Kelsey Ingold
Carbondale,IL
Overview
2
2
years of post-secondary education
18
18
years of professional experience
Work History
Patient Relations Senior Administrative Coordinator
Deaconess Illinois
05.2024 - 11.2025
- Coordinated complaint and grievance process across multiple hospitals and clinics within Deaconess Illinois system, ensuring timely resolution and adherence to policies.
- Ensured appropriate departments and leaders were notified and investigated the concerns in a timely manner.
- Interviewed providers directly.
- Ensured investigations were completed and follow-up occurred in accordance with policy and regulations.
- Collaborated with leadership to ensure measures were taken to resolve patient concerns and that all actions were thoroughly documented in the event reporting system.
- Facilitated committee discussions to drive effective resolution of patient issues, enhancing collaborative problem-solving.
- Presented identified trends to Quality Department, senior leadership, and board of directors, informing strategic improvements in patient care.
- Developed and managed an employee recognition initiative.
- Maintained effective communication with clinicians, senior leadership, and patients.
Pharmacy Operations Manager
Walgreens
05.2021 - 05.2024
- Managed daily pharmacy operations to ensure efficient workflow.
- Oversaw staff scheduling and training for optimal performance.
- Resolved customer complaints promptly while maintaining a high level of professionalism.
- Ensured compliance with safety and regulatory standards in pharmacy practices.
Pharmacy Technician
Walgreens
01.2008 - 05.2021
- Assisted pharmacists in preparing and dispensing medication
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
Education
Bachelor of Science - Healthcare Management
Southern Illinois University
Carbondale, IL 08.2020 - 01.2023
Associate of Applied Science - Paralegal Studies
Robert Morris University
Springfield, ILSkills
- Grievance management
- Performance management
- Event reporting
- Leadership
- Teamwork and collaboration
- Communication
- Conflict resolution
- Customer engagement
Timeline
Patient Relations Senior Administrative Coordinator
Deaconess Illinois
05.2024 - 11.2025
Pharmacy Operations Manager
Walgreens
05.2021 - 05.2024
Bachelor of Science - Healthcare Management
Southern Illinois University
08.2020 - 01.2023
Pharmacy Technician
Walgreens
01.2008 - 05.2021
Associate of Applied Science - Paralegal Studies
Robert Morris University