Kim Carter

Streamlining operations for increased efficiency through regular process reviews and implementing necessary changes.

• Weekly Huddles to keep staff up to date on changes, metrics. Sharing Huddle PowerPoint.
• Encouraging staff advancement
• Implementing changes in day to day operational methods. Monitoring effectiveness of changes using metrics and sharing metrics with staff.
• Effectively Improving customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Monitoring productivity metrics. Creating Metric charts via Excel, PowerPoint, Word and Outlook to share with staff.
• Increased staff productivity shifting work load by delegating AMSA's to specific duties.
• Distributing Return to Clinic Request amongst staff daily, via Excel Spreadsheet.
• Recognize while quickly resolving obstacles and dilemmas at lowest level.
• Ensuring Veterans receive Courtesy/Reminder calls for appointments. In addition to improving Cisco Wallboard from 64% of calls answered to 97% daily.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.

• Building coalitions by engaging with various services such as BioMed, Engineering, Police, and Interior design on projects regarding facility improvement.
• Supporting Leadership in development, organization, and planning.
• Provide assessment and recommendations to Management regarding complex improvements, processes, improvement of programs and systems.
• Responding to emergencies, in addition to determining priorities and nature of action to be taken.
• Conducts analytical studies on operational processes, issue topics, or related special projects as assigned.
• Reviews data and information for trends, problem areas, and makes recommendations to management to resolve issues.
• Creating Standard Operating Procedures, submitting to QSV department, making corrections, enforcing finalized SOP.
• Reviewing facility policy to prepare for audits, inspections, surveys by VISN, JACHO, Inspector Gen. and other Gov bodies
• Assists with computer, phone, and other technical issues during non-business hours.
• MSS hiring process>Creating position, Recruitment, Resume Review, Conducting Interview, Employee selection, Onboarding, Orientation, Retention.
• Research policies, laws, regulations, rules to ensure accuracy and improvement with fiscal management and budget.
• Maintains professional public and media relations within the guidelines of Public Affairs Officer. Greeting visitors, guiding until the designated employee arrives
• Evaluating new procedures and processes to enhance customer service throughout facility
• Addressing Veteran Complaints/Issues at lowest level. Preventing Patient Advocate, Congressional and White House hotline complaints.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
• Drastically reducing staff overtime usage by 90% improving deficit in service budget.

• Organizing and creating schedules for average of 19 employees
• Ensuring staff have all supplies needed to carry out their duties
• Provide training and guidance to all new and current staff members
• Monitor daily reports for accuracy
• Contacting VA police to report suspicious or criminal activity, including filing reports
• Directing visitors and patients throughout facility
• Ensuring timecards complete and validated
• Manage floor operations and adjust as needed to ensure sufficient workflow
• Ability to organize work, set priorities, and delegate tasks/responsibilities
• Communicate directly with staff to help improve self-development
• Capable of managing staff in absence of supervisor
• Provides supervisor with suggestions to improve efficient flow of department
• Providing Support to Supervisor and Service Chief
• Capable of resolving veterans complaints at first level without supervisor and patient advocacy involvement
• Set on interview panels
• Enhanced team productivity by proficiently delegating tasks and coordinating daily operations.
• Ensured accurate record-keeping of patient information, maintaining strict confidentiality in compliance with HIPAA regulations.
• Improved patient satisfaction by providing efficient and timely support to medical professionals.
• Streamlined appointment scheduling process for better patient experience and reduced wait times.

• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow for a 50 bed unit of the facility.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
• Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
• Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
• Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
• Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
• Delivered excellent patient experiences and direct care.
• Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
• Greeted and assisted patients with check-in procedures.
• Resolved customer complaints using established follow-up procedures.
• Engaged with patients to provide critical information.

• Working in various medical assistant roles within; Front desk clerk duties: Greeting veterans, family members and visitors
• Registration/checking in approximately 80 patients daily for exams, printing wristbands, coordinating appointments between different modalities
• Facilitating incoming calls for Radiologists
• Scheduling multiple modalities in Radiology
• Printing appointment letters and mailing them to patients
• Giving proper instructions for radiology exams including fasting and drinking barium
• Calling patients to schedule exams, and coordinating exams according to patients convenience
• Streamlining operational tasks with check in process which improved time between check in and patient being called back by 30%.
• Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
• Streamlined front desk operations for improved workflow and reduced wait times.

• Clerk duties were answering multi-line phones, faxing, paging residents, attendings, and social workers, telephoning, greeting customers and family members, discharging and admitting patients to units, ordering wheelchairs and stretchers for patients to go for testing or upon discharge
• Scheduling clinical and return appointments for patients upon discharge
• Patient registration, change of information, switching beds, and medical specialties
• Interacting with staff members and ensuring all necessary tasks are completed
• Maintaining privacy of patient information by department standards
• SAD=Logging all information and quality checking.
• Ensuring 100% of scanning documents were entered correctly

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Streamlined call flow processes for more efficient response times and increased productivity for 40 staff members.
• Processes administrative matters regarding beneficiary death, seriously ill cases, elopements, suicides, assaults, deaths on arrival (DOAs), homicides, code blue, cost recovery matters, and facility or community disasters, etc.
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations answering an average of 100 calls a day.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Ensuring achievement of management objectives and supporting the decision of management in carrying out duties.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Providing technical guidance and coverage to meet procedural, legal, and administrative requirements in relation to the care and treatment of patients to achieve optimum use of available resources.
• Keeping accurate records to ensure continuity of functions and provides full medical administrative support during other than normal tours of duty to clinical and administrative medical center staff.
• Delivered prompt service to prioritize customer needs.