Kiera A Williams

• PROFESSIONAL SUMMARY

Detailed orientated and compassionate Unit Secretary with extensive experience supporting multidisciplinary healthcare teams in a high-acuity Pediatric Cardiac Care Unit. Skilled in coordinating patient admissions, transfers, discharges, managing electronic medical records, communicating with families and clinical staff, and maintaining efficient unit operations. Recognized for exceptional organizational skills, professionalism, and the ability to thrive in fast-paced hospital environments while delivering exceptional customer service.

• CORE Qualifications
• Electronic Medical Records (EPIC)
• Medical Terminology
• Pediatric & Cardiac Care Support
• Patient Registration & Admissions
• Telephone & Front Desk Operations
• Appointment & Procedure Coordination
• Physician Order Processing
• HIPAA Compliance
• Multitasking & Time Management
• Family & Patient Communication
• Interdisciplinary Team Collaboration
• Microsoft Office Suite

PROFESSIONAL EXEPERENCE

UNIT SECRETARY

Ann & Robert H. Lurie Children's Hospital of Chicago- Cardiac Care Unit March 2025- Current

• Provide administrative support for a high volume Pediatric Cardiac Care Unit servicing critically ill infants, children, and adolescents.
• Coordinate patient admissions, transfers, discharges, bed assignments, while maintaining accurate documentation.
• Process physicians order promptly and accurately using the medical records system.
• Answer and prioritize multiple phone lines, relay urgent messages and coordinate between physicians, nurses, ancillary departments and patient families.
• Prepare patient charts, and maintain complete, organized medical records in accordance with hospital policies and HIPPA regulations.
• Monitor unit supplies and coordinate orders to insure uninterrupted patient care.
• Assisted nursing staff with documentations, patient tracking, and coordination of of daily unit activities.
• Supported collaborative, patient-centered environment focused on safety and quality care.
• Supported emergency situations by facilitating communication and coordinating necessary resources.

TECHINCAL SKILLS

• EPIC
• Microsoft Office
• Outlook
• SAFE
• Electronic Health Systems (EHR)
• Multi-Line Telephone Systems
• AED Training

PROFESSIONAL STRENGTHS

• Excellent Verbal and Written Skills
• Strong Organizational Skills
• Compassionate Patient and Family Interaction
• Extremely Calm Under Pressure
• Attention to Detail
• Dependable and Adaptable
• Strong Problem Solving Abilities
• Collaborative Team Member

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• Trusted partner and valued resource for all support needs and business activities within assigned territory. Examples include: quote generation, price exception management, lead management, post-sale support requests: (ERA initiation, 4808, Plan X, order status, expedites, shipping/delivery issues, billing & invoicing, change orders, PSE requests, quality issues, repair, product set-up, MR commission, customer set-up request, order configuration issues, etc.), partner contract & program administration, service contract management & administration and sales log credit changes/assignment
• Establish trust and build strong business relationships within assigned territory. Be viewed as strategic partner and extended team member
• Serve as liaison and single point of contact for navigating internal operational resources to resolve customer and field escalated issues
• Actively work to reduce our go to market teams administrative time spend and convert to increased selling time. Proactively market the support capabilities of the team and identify next generation sales support opportunities that will further enable them to sell more, save time and spend more time in front of customers
• Support local sales teams by driving adoption of new tools and processes that drive improved productivity/effectiveness through best practices identification and standardization. Work across territory hubs
• Lead Management: Tactfully and courteously interface with go to market teams to drive lead status updates. Appropriately disposition and progress through funnel (as appropriate)
• Provide daily field coaching and consultation and utilize proactive territory management skills to drive order prioritization and execution while simultaneously ensuring the successful recognition of revenue
• Proactively provide orders detail, reporting and tracking out to the Field
• Utilize strong problem solving skills to deliver customer focused solutions
• Design and implement corrective action plans to drive inbound quote/order quality and process adherence
• Lead Management: Tactfully and courteously interface with go to market teams to drive lead status updates. Appropriately disposition and progress through funnel (as appropriate)
• Serve as 'voice of the field' and funnel this data to management to drive internal process improvement and operational efficiency opportunities while simultaneously identifying territory/region specific trends requiring attention and support
• Extended team member responsible for attending territory specific calls and meetings (both remote and/or in field)

• Focused on business to business customers who included state and local entities, federal government agencies and authorized channel partners.
• Call Center Operations managed a supportive role to our System Support Center (SSC) The SSC provided technical support for the Two-Way Infrastructure communication systems.
• Managed dispatch request for field service technicians to customer sites and infrastructure repair replacement. Our customers have very specific service contract requirements
• Responsible for ensuring that we are managing customer expectations toward contractual compliance.
• Responsible for supporting in-bound customer service calls which involve resolving a wide variety of complex customer issues.
• Navy Trained Agent with Department of Defense Clearance for the US Navy.

• Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
• Accomplished information systems and organization mission by completing related results as needed
• Managed Over 50 Cashier, Customer Service, Money Center, Courtesy Associates, and People Greeters.
• Large Cash Handling Experience. Distributed Change Orders throughout the entire store.
• Skills/Qualifications: Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence

• Assisted CEO with annual tax preparation and facilitated payroll for vendors.
• Input time and data sensitive tax information into our internal system in order to organize local, state and federal taxes according to strict guidelines.
• Scheduled appointments for tax clients' tax preparation services and ensured tax documentation was delivered properly.

• Required to document and organize confidential medical records
• Relayed messages from doctor's office, nurses, pharmacies, patients' medicine and laboratory test.
• Prepped patients' chart daily to meet the needs of the appointments.
• Seasonal