Kim Willow
Cedar Falls,IA
Summary
Compassionate admissions leader, dedicated to delivering exceptional client experiences. Skilled in complex problem solving and cross-functional teamwork. Known for driving process improvement and positive team culture, while achieving key performance indicators.
Overview
2027
2027
years of professional experience
Work History
Admissions Manager
The Emily Program
Saint Paul, MN
2021 - Current
- Oversee day-to-day pre-admission operations for 18 eating disorder treatment sites across the country. These sites offer higher levels of care (IOP, PHP, Residential, and Inpatient).
- Directly supervise a team of 17 Admissions Coordinators and one Admissions Coordinator Team Lead.
- Lead the team in fostering a client-centered, compassionate, and high-quality pre-admission experience in a fast-paced environment.
- Manage team performance through call monitoring, case review, weekly individual supervision, and ongoing performance feedback discussions. Monitor achievement of primary KPI targets of conversion, admissions, and live answer rate.
- Monitor average daily census across 850+ program beds and seats nationally, by reviewing program capacity, waitlists, referral trends, and admission placement strategies. Identify opportunities for census improvement and propose solutions.
- Identify operational gaps and implement process improvement to streamline client experience and staff workflow.
- Assist staff with complex case escalations by partnering with medical, site, outreach, utilization review, contracting, and RCM leaders for unique problem solving.
- Conduct weekly team meetings and weekly objection handling meetings targeting current sales initiatives and barrier removal techniques.
- Promote a positive and mission-centered team culture in an entirely remote environment.
- Ensure team compliance of all documentation, regulatory, and confidentiality requirements within multiple electronic systems (CRM, EHR, Microsoft 365, and census management tools).
- Track vendor invoices and reconcile corporate card transactions using Concur.
Admissions Coordinator
The Emily Program
Saint Paul, MN
2020 - 2021
- Served as the first dedicated Admissions Coordinator. Created process documents, email templates, and reference materials used to onboard future team members and establish team workflow.
- Provided client or family with a full quote of insurance benefits. Discussed client financial responsibility in detail, including prior authorizations and single case agreements.
- Coordinated pre-admission appointments and secured timely admission dates, supporting average daily census.
- Collaborated with site leadership to address concerns and resolve admission delays.
Assistant Office Manager and Lodging Coordinator
The Emily Program
Saint Paul, MN
2018 - 2020
- Managed client lodging facility by monitoring census, capacity, and waitlists. Facilitated client background checks, intake paperwork, tours, and admissions.
- Partnered with internal and third-party vendors to maintain supplies, coordinate housekeeping, and arrange maintenance appointments.
- Partnered with regional lodging coordinators to network, problem solve, and arrange after-hours regional coverage.
- Co-managed a team of administrative assistants and supported greater office operations including provider availability and credentialing.
Administrative Assistant
The Emily Program
Saint Paul, MN
2017 - 2018
- Supported IOP/PHP treatment programs onsite by managing daily scheduling and appointment coordination for clinical staff and clients.
Office Manager and Billing Supervisor
Moore Chiropractic
Edina, MN
2016 - 2017
- Managed all administrative needs of a busy chiropractic office and supervised all patient billing, including timely claims filing and patient account reconciliation.
Professional Theatre
Independent Contractor
Various
2012 - 2016
- Acting credits include 4 national tours and over 15 professional productions for various employers.
Education
Bachelor of Science - Musical Theatre
Minnesota State University, Mankato
Mankato, MN2012
Skills
- Operational decision-making
- Performance management
- Cross-functional teamwork
- Process improvement
- Complex problem-solving
- Sales strategy
- Team culture development
- Excellent communication
- Relationship building
- KPI tracking
- Hiring and training
- Salesforce, Microsoft 365, Concur
Accomplishments
- Achieved 96.5% average completion of quarterly incentive targets for registration to admission conversion over the last 10 quarters.
- Increased, by 9%, registration to admission conversion rate from last year by strategic sales coaching and implementing objection handling techniques.
- Earned an average score of 4.4/5 in ‘Direct Management’ and 'Team Engagement' on the annual company survey, averaged over 4 years.
- Facilitated the consolidation of two admissions teams, during a brand merger between The Emily Program and Veritas Collaborative, creating a shared and more efficient workflow.
- Created and implemented all AC team training and AC team workflow optimizations for a company-wide EHR migration.
Timeline
Admissions Manager
The Emily Program
2021 - Current
Admissions Coordinator
The Emily Program
2020 - 2021
Assistant Office Manager and Lodging Coordinator
The Emily Program
2018 - 2020
Administrative Assistant
The Emily Program
2017 - 2018
Office Manager and Billing Supervisor
Moore Chiropractic
2016 - 2017
Professional Theatre
Independent Contractor
2012 - 2016
Bachelor of Science - Musical Theatre
Minnesota State University, Mankato