Ken Thompson
Houston
Summary
Results-driven healthcare professional with over seven years of experience in patient intake, medical records management, staffing coordination, and healthcare operations. Adept at streamlining administrative workflows, optimizing staffing processes, and ensuring regulatory compliance in fast-paced medical environments. Strong background in human resources support, employee onboarding, and talent acquisition, with a focus on improving operational efficiency and patient satisfaction. Proficient in electronic health records (EHR) systems, payroll processing, and data tracking, leveraging technology to enhance healthcare service delivery. Passionate about fostering a collaborative and patient-centered environment while driving continuous process improvements.
Overview
14
14
years of professional experience
Work History
Site Operations Coordinator
Post Health Homecare-Common Spirit
11.2024 - Current
- Coordinated and supported third-party records requests, talent acquisition, employee engagement activities, and onboarding processes for new hires.
- Managed a wide range of operational functions critical to the success of the organization's site locational, including customer and clinical support, human resources support, and facilities management.
- Supported site leadership with administrative tasks, including consolidated billing denials, single case agreements, invoice coding, and managing third-party vendor relationships.
- Conducted New Hire Orientation sessions to introduce new employees to organizational culture, expectations, vision, and core values.
- Maintained and updated employee records by ensuring accurate digital personnel files and uploading required documents to the HR platform.
- Spearheaded the implementation of a streamlined time-off request and approval process, enhancing efficiency and transparency for employees and management.
- Successfully trained staff on the new system, reducing processing time and improving overall employee satisfaction.
- Observed interviews for prospective candidates, assessing qualifications and cultural fit, and provided detailed feedback to hiring managers to support informed decision-making and improve the recruitment process.
- Ensured accurate candidate data entry and timely communication with applicants to maintain an efficient hiring workflow.
- Managed payroll processes for employees, ensuring accurate and timely processing of compensation, deductions, and benefits.
- Collaborated with the finance team to resolve payroll discrepancies and ensure compliance with company policies and legal regulations.
Intake Coordinator
Baylor Scott & White Institute for Rehabilitation
12.2023 - 06.2024
- Coordinated patient intake processes, ensuring timely and accurate data entry, enhancing workflow efficiency
- Facilitated communication between patient's and healthcare providers, improving patient's satisfaction scores
- Managed patient documentation, ensuring compliance with healthcare regulations and reducing errors
- Streamlined intake procedures, resulting in quicker patient onboarding and reduced wait times
- Collaborated with medical staff to address patient needs, fostering a supportive care environment
Staffing Coordinator
Baylor Scott & White Institute for Rehabilitation
05.2023 - 06.2024
- Coordinated staffing schedules, ensuring optimal coverage and reducing overtime costs by 12%
- Implemented a new tracking system, improving shift accuracy and reducing scheduling conflicts
- Collaborated with department heads to forecast staffing needs, enhancing workforce planning
- Resolved staffing issues efficiently, maintaining a 95% satisfaction rate among employees
- Analyzed staffing data to identify trends, optimizing resource allocation and improving efficiency
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
HIM/Medical Records Specialist
Enhabit Home Health & Hospice
04.2022 - 05.2023
- Managed patient records, ensuring compliance with healthcare regulations, leading to improved data accuracy
- Coordinated with medical staff to streamline record-keeping processes, enhancing workflow efficiency
- Implemented electronic health record systems, reducing manual errors and increasing accessibility
- Conducted regular audits and resolved discrepancies, ensuring up to date and accurate patient information
- Facilitated staff training on new record management protocols, contributing to a more knowledgeable team
- Processed medical records requests from outside providers according to facility, state, and federal law.
Referral Specialist
AIM SPECIALITY HEALTH
03.2021 - 02.2022
- Reviewed and processed prior authorization requests, ensuring compliance with medical policies
- Reduced processing times by implementing efficient workflows, enhancing team productivity
- Collaborated with healthcare providers to resolve authorization issues, improving patient care
- Utilized analytical skills to identify trends and recommend process improvements
- Maintained detailed records, ensuring accuracy and regulatory compliance
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
Benefits Coordinator
PACIFIC DENTAL SERVICES
12.2019 - 07.2020
- Managed patient scheduling and ensured efficient flow of appointments, resulting in a decrease in wait times
- Coordinated treatment plans with dentists and specialists to provide comprehensive care for patients
- Collaborated with the billing department to resolve any insurance claim issues or discrepancies
- Implemented a streamlined system for managing patient records, reducing administrative errors
- Researched billing issues, scheduled appointments and verified insurance coverage.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Healthcare Services Rep
KELSEY-SEYBOLD CLINIC
11.2018 - 12.2019
- Achieved high performance evaluations for call handling ability and quality of services provided to 60 patients daily in a fast paced, high volume contact center
- Managed switchboard, answered all calls from patients and outside sources in a timely manner
- Corrected patient's demographic data, scheduled appointments, confirmed referrals and surgeries utilizing Epic daily
- Utilized knowledge of the healthcare field by explaining insurance coverage benefits and medical care cost to patients
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
ASURION INC.
08.2017 - 11.2018
- Assisted 80 customers per day, providing successful solutions in a polite manner using active listening skills to ensure customer retention
- Increased customer retention by 20% by maintaining a strong company product and service knowledge to better assist customers with concerns, questions and general education
- Typed memos, correspondence, reports and other documentation including follow up letters to ensure their questions were addressed effectively
- Organized customer information and account data for business planning and customer service purposes
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
Amazon Seller Support
Sutherland
03.2016 - 08.2017
- Responded to customers' complaints regarding service and product quality to solve issues.
- Consulted with businesses to supply accurate product and service information.
- Met existing customers to review current services and expand sales opportunities.
- Recorded accurate and efficient records in customer database.
- Provided customers with information on shipment amounts and cost of products through email or online support chat.
Customer Service Representative
Etech
01.2014 - 03.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Head Cashier/Retail Sales Associate
Old Navy
06.2012 - 08.2013
- Educated employees on register use, merchandising, and customer service.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Helped customers complete purchases, locate items, and join reward programs.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Maintained stock to meet expected customer demand.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Team Lead
Chic-Fil-A
03.2011 - 08.2013
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Education
Bachelor of Science in Multidisciplinary Studies -
Stephen F Austin State University
Nacogdoches, TxSkills
- Electronic Health Record Management
- Patient Management Software
- Technical Troubleshooting
- Healthcare Treatment Planning
- Typing Proficiency
- Insurance Eligibility Verification
- Healthcare Administration Experience
- Healthcare Terminology
- Microsoft Outlook
- Utilization Management
- Medical Scheduling
- Patient Records Management
- Administrative Support
- CPT Code Proficiency
- ICD-9 Coding
- Document Organization
- Documentation Review
- Analysis Skills
- HCHB
- EPIC
Timeline
Site Operations Coordinator
Post Health Homecare-Common Spirit
11.2024 - Current
Intake Coordinator
Baylor Scott & White Institute for Rehabilitation
12.2023 - 06.2024
Staffing Coordinator
Baylor Scott & White Institute for Rehabilitation
05.2023 - 06.2024
HIM/Medical Records Specialist
Enhabit Home Health & Hospice
04.2022 - 05.2023
Referral Specialist
AIM SPECIALITY HEALTH
03.2021 - 02.2022
Benefits Coordinator
PACIFIC DENTAL SERVICES
12.2019 - 07.2020
Healthcare Services Rep
KELSEY-SEYBOLD CLINIC
11.2018 - 12.2019
Customer Service Representative
ASURION INC.
08.2017 - 11.2018
Amazon Seller Support
Sutherland
03.2016 - 08.2017
Customer Service Representative
Etech
01.2014 - 03.2016
Head Cashier/Retail Sales Associate
Old Navy
06.2012 - 08.2013
Team Lead
Chic-Fil-A
03.2011 - 08.2013
Bachelor of Science in Multidisciplinary Studies -
Stephen F Austin State University
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