Kourtney McKay
Augusta
Summary
Highly motivated and determined individual looking for a challenging, fast-paced environment in which appropriate skills can be utilized to my maximum potential. I work well with others, as a leader or independently, extremely organized, attentive to detail and completes tasks within or before time limits. I am a self-starter with confidence and ability in making decisions while giving outstanding customer service.
Overview
5
5
years of professional experience
Work History
Patient Service Educator Maine
ConvenientMD Urgent Care
Augusta
03.2026 - Current
- Curriculum Development & Delivery: Determine the training needs of the front desk team through collaboration with managers, needs assessments, observations, and direct working knowledge.
- Design and develop engaging and effective training materials for various learning styles and modalities.
- Deliver training programs using a variety of methods, including instructor-led training, online learning, and on-the-job training.
- Maintain updated and accurate training materials, ensuring alignment with company policies, procedures, and regulatory requirements.
- Regularly review and update training content based on feedback, performance data, and changes in regulations or company practices.
- Operational Support & Collaboration: Collaborate with management and other departments to develop and implement training programs aligned with organizational goals and priorities.
- Facilitate the integration of new hires into the front desk team, conducting orientation and complete onboarding education and socialization.
- Assist with special projects and conduct workshops as needed.
- Communicate effectively with various stakeholders.
- Maintain strict confidentiality of sensitive information.
- Regularly communicate with regional leadership regarding training progress and needs.
- Conduct assessments and maintain complete training documentation for new hires.
- Make recommendations on education needs for new hires.
Patient Service Supervisor of Maine
ConvenientMD Urgent Care
Augusta
01.2026 - 03.2026
- Team Leadership & Management: Oversee daily activities of the front desk team, ensuring accuracy and efficiency in all tasks.
- Provide guidance, support, and training to team members, enhancing their skills and performance.
- Conduct regular team meetings to facilitate communication, share updates, provide feedback, and address concerns.
- Monitor team performance and productivity, implementing improvements as needed. Track, analyze, and maintain key performance indicators (KPIs).
- Handle escalated issues and complex patient inquiries promptly and effectively.
- Work in conjunction with the Director of Intake and Patient Service Education team to develop and implement a comprehensive onboarding program for new hires, ensuring they are well-prepared for their roles. Monitor and evaluate their progress, providing additional training as necessary.
- Work collaboratively with Practice Managers to prepare performance reviews and provide constructive feedback to front desk team members.
- Work with PMs to address employee concerns and promote a positive and supportive team environment.
- Operational Oversight: Ensure front desk team members adhere to established protocols and procedures, maintaining service delivery consistency.
- Maintain and update intake procedures and policies to reflect best practices and regulatory changes.
- Monitor patient flow and wait times, implementing strategies to optimize efficiency.
- Manage and maintain patient records and data, ensuring accuracy and confidentiality in accordance with HIPAA regulations.
- Work in conjunction with Director of Intake to collaborate with other departments to ensure seamless patient flow and a cohesive patient care experience.
- Ensure quality assurance and oversee improvement initiatives, ensuring compliance with standards.
- Training & Development: Collaborate with Patient Service Educators to develop and maintain comprehensive training materials and programs for front desk staff, including onboarding, ongoing education, and specialized training.
- Work with Patient Service Educators to deliver training programs effectively, assessing staff knowledge and addressing any competency gaps.
- Ensure front desk team members have training resources, ensuring accessibility through various channels (e.g., online platforms, in-person sessions).
- Periodic review of education resources to ensure accuracy and relevance.
- Provide ongoing support and mentorship to team members, addressing their questions and concerns.
- Contribute to the development of new training programs and initiatives to improve staff competency.
Assistant Practice Administrator
Portland Foot and Ankle
Portland
07.2025 - 12.2025
- Responsible for supporting the day-to-day operations of the practice, ensuring efficient workflows, and patient care.
- Oversees the scheduling and flow of patients to ensure efficient patient care.
- Collaborating with the medical providers to ensure smooth operations and effective patient care.
- Ensuring compliance with regulations, adhering to health care laws and regulations.
- Overseeing the practice’s budget, billing, and financial operations.
- Involving hiring, training, and evaluating staff to ensure a skilled workforce.
- Creating and implementing marketing strategies to attract more patients.
- Addressing and resolving any patient complaints or issues that arise.
GS-9- Program Specialist- Anesthesiology
Department of Veterans Affairs
Augusta
03.2022 - 05.2025
- Conducts orientation for new Anesthesia staff, including arranging for appropriate computer menus, keys, equipment, supplies and/or other items needed. Service level orientation consists of many items including review and education on VA Policies, and Procedures.
- Completes requests for turn-ins of all equipment and assists staff in preparing Report of Surveys when needed.
- Revision/renewal of program-related policies, charters, and standard operating procedures.
- Maintenance of comprehensive procedures manuals.
- DSS Labor Mapping.
- Maintaining and completing inventory for the service line Equipment Inventory Lists (EIL).
- Serving as Personal Identification Verification Sponsor.
- Preparing and processing proficiencies.
- Serving as an Information Technology Liaison (ITL) and training any other ITLs in the Anesthesiology Service.
- Planning, developing, and monitoring the New Employee Orientation program, including following up on completion of orientation and assessing ongoing training needs.
- Completes reports assigned to Chief of Anesthesiology's Office, ensuring submission according to established timeframes.
- Assists in the development and oversight of training programs for the Anesthesia Service Line.
- Prepares position and organizational charts.
- Represents Anesthesiology Service on various committees, task forces and other working groups.
- Expected to meet with surveyors from the Joint Commission, Office of Inspector General, etc., for or with the Chief of Anesthesiology.
- Receive projects and work assignments from staff members in the Anesthesiology Service.
- Must prioritize effectively, anticipate the needs of others, and negotiate conflicting priorities for all program elements.
- Collecting and analyzing workload data and performance improvement and assessment data.
- Conducts special audits.
- Must have a high level of initiative, be able to problem-solve, conceptualize, and carry out completed staff work, and assume the initiative to do analysis and reports.
- Proficient in the use of data retrieval systems, including VSSC, ProClarity, Innovian, and other systems as they become available.
- Develops workflow charts and graphs, and internal mechanisms for trending and reporting data, workflow efficiency, and program development.
- Develops methods to improve accuracy, adequacy or timeliness of information, and systems for disseminating information to the Chief of Anesthesiology, Chief CRNA and Anesthesia staff.
- Presents in-service education programs to staff regarding closing consults, encounters, clinical utilization, operating room data collection regarding start times, turn over times, utilization, also overall anesthesia/pain and other consultation workload capture and compliance, etc.
- Responsible for validation of information, follow-up reporting requirements for VISN and timely assistance in implementation of program changes, as it relates to the Anesthesiology Service Line.
- Responsible for support of Clinical Systems Redesign Efforts working closely with the Chief of Anesthesiology and the Administrative Officer to the Chief of Staff in this area.
- Assists the Chief of Anesthesia in Budget Development and monitoring of fund control points maintained by the Chief of Anesthesiology’s Office. Budget total is approximately $200,000.
- Serves as the purchase card holder.
- Gives assistance to new supervisors and acts as a resource for formulating station procedures and policies.
- Works closely with Human Resources to provide guidance and staff assistance management with employee relation matters.
- Establish and maintain employer-employee relationships.
- Acts as liaison between other supervisors and staff assisting with conflicting demands of a flexible schedule for areas such as the Operating Room suite, Interventional Radiology suite, Intensive Care Unit (ICU), Endoscopy suite, Cardiology, etc.
- Establish and maintain good working relationships with professional staff and other senior management level officials within the Medical Center, VISN 1 Management Staff, Veterans Administration Headquarters Staff, Medical Center Affiliations, and Congressional Office Staff.
- Works closely with the professional and technical staff and support services to develop proposals for procurement of equipment, prioritizes the services’ needs, and oversees the preparation of all required paperwork.
- Completes requests for turn-ins of all equipment and assists staff in preparing Report of Surveys when needed.
- Attends meetings.
- Assists with patient complaints and incidents.
- Conducts orientation for new Anesthesia staff, including arranging for appropriate computer menus, keys, equipment, supplies and/or other items needed.
- Assists in the development and coordination of internal review systems to ensure that both clinical and administrative activities are in compliance with all agencies accrediting and regulatory requirements.
- Responsible for the accuracy and verification of all timekeeping issues and serves as a timekeeper.
- Contract Officer Representative (COR) Level I Certified.
- Administrative support, technical assistance, special project coordination, and other duties as assigned.
- Responsible for Personnel Management advising the Chief of department on staffing and coordination with HR.
- Preparation of performance appraisals, pay for performance, and awards.
- Management of FTEE and the development/management of the Organizational Charts in the department.
- Proficient in VA Human Resource software programs such as eBos, EPerformance, and Manager Self Service.
- Providers oversight/management of contractual duties within the department including equipment purchases, equipment inventory and needs of equipment.
- Responsible to work with Credentialing and Privileging to provide oversight and management of data collection regarding Pay for Performance, Clinical Privileges- Ongoing Professional Practice Evaluations/Focused Professional Practice Evaluations (OPPE/FPEE), and Health Information Management Committee audits.
- Works closely with the Medical Cost Accounting (MCA) representative to coordinate, monitor, and independently amend allocations to accurately reflect department’s structure.
- Oversee consult management: interface with Facility Access Committee, coordinate with providers, clinical application coordinators and schedulers to set up and manage consults, and understand types of consults, process and policy variations.
GS-8- Supervisory Medical Support Assistant
Department of Veterans Affairs
Augusta
12.2020 - 03.2022
- Monitors consults, wait lists, ICB reports, open encounters and recall lists weekly and reports out to the AMSA for completion of workload.
- Run reports through VSSE to ensure work is being delegated and completed within the required timeframes.
- Alert AMSA’s with new policies and procedures regarding scheduling updates and all new regulations for the hospital and follow up to ensure they are being followed.
- Ability to manage staffing requirements, manage priorities, and coordinate work to complete duties in a timely manner.
- Possess knowledge of clinic processes and the service line to interact with various clinic staff members.
- Knowledge of national performance SAIL measures in relation to no show, appointment cancellations, new patient scheduling and consult management.
- Oversee the status of work for all AMSA working in the clinics in regard to backlog of duties.
- Resolves simple informational complaints of employees.
- Makes recommendations for reassignments and recognition for outstanding performance and other needs.
- Meets the needs of internal and external customers while supporting the VA Mission.
- Works closely with medical service staff to identify and solve any clinic issues.
- Make sure the contingency plan is up to date in all the medical clinics along with information for each clinic as a reference.
- Responsible for planning, organizing, and directing the work of lower medical support assistants. I establish work priorities, identify developmental training needs of employees, and provide or arrange for training when required.
- I work closely with the staff to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements.
- Responsible for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff.
- Assignment of work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives.
- Reviews work produced and analyzed weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data.
- Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures.
- Attends required Section meetings and other meetings throughout the facility as deemed appropriate.
- Point of contact for resolving patient issues, especially regarding appointment and scheduling concerns. I research the issue and attempt to resolve it before it escalates to the Patient Representative, Clinical Service Chief, Chief of Staff or Center Director's Office.
- Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Training materials used shall be developed by their Supervisor and conform to the most up-to-date procedures.
- I am also responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas.
- Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their supervisor and respective Service Line designees for corrective action.
- I act as an authority on current VA regulations and published hospital guidelines that affect administrative functions.
- I work closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230 - Outpatient Scheduling Processes and Procedures and VHA Directive 1231 - Outpatient Clinic Practice Management.
Education
Bachelor of Science - Justice Studies
University of Maine At Augusta
Augusta, MESkills
- Customer Relations
- Effective Communications and Organizational Skills
- Database Entry
- Medical Terminology
- Record Keeping
- Data Entry
- Business Etiquette
- Professional verbal and written communication skills
- Streamlining
- Organized
- Team Player
- Leadership
Timeline
Patient Service Educator Maine
ConvenientMD Urgent Care
03.2026 - Current
Patient Service Supervisor of Maine
ConvenientMD Urgent Care
01.2026 - 03.2026
Assistant Practice Administrator
Portland Foot and Ankle
07.2025 - 12.2025
GS-9- Program Specialist- Anesthesiology
Department of Veterans Affairs
03.2022 - 05.2025
GS-8- Supervisory Medical Support Assistant
Department of Veterans Affairs
12.2020 - 03.2022
Bachelor of Science - Justice Studies
University of Maine At Augusta