Kendra Rouse
Frisco,USA
Summary
Professional with 8 years of experience in healthcare, 5 years in administrative roles, prepared for this role. Expertise in managing clinic operations, ensuring compliance, and optimizing patient care. Focused on team collaboration and achieving results, adaptable to changing needs. Known for leadership, problem-solving, and effective communication skills.
Overview
16
16
years of professional experience
Work History
Clinic Administrator
Akumin
Plano, TX, US
05.2021 - Current
- Clinic liaison for the partnership between Akumin and Children's Health, maintaining positive relationships with both companies.
- Epic Credentialed Trainer
- Oversaw daily clinic operations, ensuring compliance with healthcare regulations and standards.
- Implemented process improvements to enhance patient flow and reduce wait times.
- Coordinated communication between medical staff and patients, enhancing information exchange.
- Enhanced patient satisfaction with timely communication and proactive problem-solving strategies.
- Managed daily operations efficiently while maintaining strict adherence to quality control measures for exceptional patient care delivery.
- Processed office payments by contacting patient insurance and establishing payment arrangements with patients.
- Managed financial counseling, appointment scheduling and in-office payments.
- Reduced patient wait times by optimizing appointment scheduling and effectively managing staff workload.
- Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.
- Ensured compliance with healthcare regulations through diligent monitoring of policies and procedures, maintaining up-to-date knowledge on industry standards.
- Hired, trained and supervised employees to maintain team of high performers.
- Trained and mentored administrative staff on clinic policies and software systems.
- Managed scheduling for staff and patient appointments, optimizing resource allocation.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Led employee engagement initiatives to boost morale, resulting in increased job satisfaction rates among clinic staff members.
- Attended regular meetings with hospital administrators and the Medical Director to discuss clinic operations and policies.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Patient Care Coordinator
Akumin
Plano, TX, US
08.2018 - 05.2021
- Scheduled new and established patients for multiple modality radiology services via phone and in person.
- Verified insurance coverage and obtained authorization for radiology services.
- Collected insurance copayments and patient responsibility payments and accurately reporting payments collected on the daily management report.
- Entered orders from referring physicians and obtained any information needed from those offices.
- Interacted with parents and patients to provide a positive experience from start to finish.
- Improved practice efficiencies through workflow improvements; detail-oriented process changes and increased focus on customer satisfaction.
- Oversaw front desk operations and storage of all patient related information.
- Coordinated patient schedules and appointments to optimize clinic workflow.
- Managed patient communication, addressing inquiries and ensuring satisfaction.
- Trained new staff on policies, procedures, and patient care protocols.
- Created a training guide specific to the pediatric radiology clinic.
- Trained new staff on filing, phone etiquette and other office duties.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Delivered excellent patient experiences.
- Fostered strong relationships with referral sources, benefiting both the clinic and its patients through expanded resources.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
Server Trainer/Server
Chili's
Carrollton, TX, US
04.2016 - 05.2019
- General serving duties - taking and making drink orders, taking food orders, delivering food orders, ensuring great customer service and satisfaction, processing cash and credit card transactions, light cleaning
- Trained new servers on menu knowledge and customer service best practices.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Monitored new server performance and offered continuous support throughout training period.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Initiated role-play scenarios to better prepare servers for real-life situations, improving customer service scores.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Resolved customer complaints promptly, ensuring satisfaction and repeat business.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
Bank Teller
First National Bank & Trust Company
Ardmore, OK, US
09.2015 - 03.2016
- Processed customer transactions efficiently, ensuring accuracy and compliance with bank policies.
- Assisted customers with account inquiries, providing exceptional service and fostering client relationships.
- Maintained cash drawer integrity by balancing daily transactions and resolving discrepancies promptly.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Maintained accurate records of customer transactions in line with bank procedures.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
Restaurant Manager, Bartender, Server
Budro's Rib Joint
Ardmore, OK, US
01.2015 - 10.2015
- Kept bar inventory, ordered liquor and bar supplies, checked supplies from vendors and wrote checks after assuring all ordered items were delivered, bank deposits, checked servers in and out of work uniform check, making sure sections were cleaned and prepped for the next service, collected tip share and money from sales, made sure food was coming out of the kitchen correctly and in a timely manner, cleaned as needed, bartending duties.
- Accomplishments: I helped keep the restaurant running smoothly at various times of the day. I helped upper management make decisions on termination and hiring.
- Skills Used: Leadership, reliability, responsibility, problem-solving, setting a good example for employees, professionalism
Server
Jalapeno Inferno Market Street
Scottsdale, AZ, US
10.2014 - 12.2014
- General serving duties - taking and making drink orders, taking food orders, delivering food orders, ensuring great customer service and satisfaction, processing cash and credit card transactions, light cleaning
Teller
Commerce Bank
Hays, KS, US
06.2014 - 08.2014
- Recorded and processed deposits, withdrawals, check cashing, credit card advances, other miscellaneous bank transactions.
- Counted cash drawer and vault daily.
- Used a variety of computer programs and office equipment.
Server/Bartender
Gutch's Bar & Grill
Hays, KS, US
08.2013 - 06.2014
- General serving duties - taking and making drink orders, taking food orders, delivering food orders, ensuring great customer service and satisfaction, processing cash and credit card transactions, light cleaning
- General bartending duties - taking and making drink orders, bar inventory
Internship
Progressive Physical Therapy
Hays, KS, US
07.2013 - 07.2013
- Observed physical therapy sessions and helped when needed. Took notes on different therapies used.
- Learned to communicate with clients in a clinical setting.
- Learned a variety of stretching, manual manipulation, and therapy techniques from a traditional approach and a holistic approach.
Server/Bartender
Gutierrez Cocina Mexicana
Hays, KS, US
12.2012 - 06.2013
- General serving duties - taking and making drink orders, taking food orders, delivering food orders, ensuring great customer service and satisfaction, processing cash and credit card transactions, light cleaning
- General bartending duties - taking and making drink orders, bar inventory
Internship
Hays Recreation Commission
Hays, KS, US
08.2012 - 12.2012
- Assisted with basic office duties such as: filing, using a copier, and drafting documents.
- Answered phones, redirected calls, and took messages.
- Greeted clients and visitors as a front desk position.
- Assisted with classes and programs, officiated various sports, assisted in the wellness center.
- Organized, scheduled, and coordinated a volleyball tournament for breast cancer awareness and donated the money to the Susan G. Komen Foundation.
Student Wellness Assistant
Fort Hays State University
Hays, KS, US
08.2012 - 12.2012
- Assisted clients with various therapeutic exercises.
- Instructed and encouraged clients through a variety of strength, balance, coordination, and cardiovascular activities.
- Took blood pressure, oxygen saturation stats, and heart rate.
- Recorded vitals and results of activities.
Server
Thirsty's Brew Pub & Grill
Hays, KS, US
01.2012 - 08.2012
- General serving duties - taking and making drink orders, taking food orders, delivering food orders, ensuring great customer service and satisfaction, processing cash and credit card transactions, light cleaning
Bartender
The Brass Rail
Hays, KS, US
01.2010 - 01.2012
- Recorded daily sales summary, counted money, organized receipts.
- Took inventory regularly, as well as restocking inventory.
- General serving and bartending duties.
Bartender
Sip 'n' Spin Bar & Grill
Hays, KS, US
01.2010 - 01.2012
- Recorded daily sales summary, counted money, organized receipts.
- Took inventory regularly, as well as restocking inventory.
- General serving and bartending duties.
Education
Bachelor of Science - Health and Human Performance
Fort Hays State University
Hays, KS01-2013
Skills
- Epic
- Medical Terminology
- Physiology Knowledge
- Anatomy Knowledge
- ICD-10
- Medical Billing
- CPT Coding
- Data entry
- Proficient in Microsoft Office Suite
- Insurance Verification
- Office administration
- Clinical management
- Operations management
- Process implementation
- Performance monitoring
- Employee training
- Teamwork and collaboration
- Team building
- Appointment scheduling
- Patient relations
- Customer service
- HIPAA compliance
- Technical troubleshooting
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
Awards
Dean's Honor Roll 8 semesters
Timeline
Clinic Administrator
Akumin
05.2021 - Current
Patient Care Coordinator
Akumin
08.2018 - 05.2021
Server Trainer/Server
Chili's
04.2016 - 05.2019
Bank Teller
First National Bank & Trust Company
09.2015 - 03.2016
Restaurant Manager, Bartender, Server
Budro's Rib Joint
01.2015 - 10.2015
Server
Jalapeno Inferno Market Street
10.2014 - 12.2014
Teller
Commerce Bank
06.2014 - 08.2014
Server/Bartender
Gutch's Bar & Grill
08.2013 - 06.2014
Internship
Progressive Physical Therapy
07.2013 - 07.2013
Server/Bartender
Gutierrez Cocina Mexicana
12.2012 - 06.2013
Internship
Hays Recreation Commission
08.2012 - 12.2012
Student Wellness Assistant
Fort Hays State University
08.2012 - 12.2012
Server
Thirsty's Brew Pub & Grill
01.2012 - 08.2012
Bartender
The Brass Rail
01.2010 - 01.2012
Bartender
Sip 'n' Spin Bar & Grill
01.2010 - 01.2012
Bachelor of Science - Health and Human Performance
Fort Hays State University