Kristine Johannesen
Bryceville,FL
Summary
Dynamic operations supervisor with a proven track record at Ventra Health, excelling in team development and workflow management. Skilled in training and mentoring, I drive service excellence while implementing innovative solutions. Adept in database management and effective communication, I foster a high-performance culture that enhances productivity and employee engagement.
Overview
15
15
years of professional experience
Work History
Supervisor, Credits EMHM
Ventra Health
Dallas, TX
07.2022 - 01.2026
- Responsible for the daily operations of the Credit Balance department.
- Responsible for ensuring Credit Balance standards are met for each client, communicating standards, and driving performance with colleagues.
- Comply with applicable laws regarding credit balances and refunds.
- Motivate my team to strive for providing superior service to emergency medicine and hospitalist providers nationwide.
- Supervised and trained US-based and global staff.
- Conducted performance appraisals, made employment and discipline recommendations, and coordinated work assignments.
- Managed credit balance inventory to ensure credit balances and refund requests are resolved within expected turnaround times for both patient and insurance refund inventory.
- Tracked trends to monitor opportunities for enhancements, innovative solutions, and continuous process improvements.
- Tracked and monitored employee metrics and ensured quality audits were completed in a timely and consistent manner.
- Interacted with other departments by answering inquiries, providing credit balance reports, project updates, etc.
- Participated in the development and delivery of employee training courses and materials.
- Creating SOPs for colleagues, both internal and global, to follow, including editing and updating.
- Resolved escalations from colleagues.
- Provided colleagues with real-time feedback during a1:1 session.
- Approved PTO and time sheets.
- Performed special projects and other duties as assigned.
- Experience in processing electronic and manual payer EOBs, including the posting of insurance allowable, patient portions, denials, adjustments, and contractual allowances.
- Strong working knowledge of department roles and responsibilities.
- Strong supervisory/management skills.
- Strong oral, written, and interpersonal communication skills.
- Strong word processing, spreadsheet, database, and presentation software skills.
- Strong mathematical skills in addition, subtraction, multiplication, and division of whole numbers and fractions; computing percentages; and working with decimals.
- Strong Excel experience using pivot tables and analyzing large datasets.
- Strong interpersonal skills, time management skills, critical thinking skills, and organizational skills.
- Able to read, understand, and apply state/ federal laws, regulations and policies
- Ability to remain flexible and work within a collaborative and fast-paced environment.
- Ability to communicate with diverse personalities in a tactful, mature, and professional manner.
Supervisor Correspondence/Healthcare Customer Service Representative
Ventra Health
Dallas, TX
02.2011 - 07.2022
- Directed daily operational activities to uphold efficiency and streamline workflow processes within the correspondence and contact center for both US and global teams for over 100 employees.
- Facilitated training and mentorship for US-based and global team members on best practices and safety protocols.
- Executed process improvements to elevate team productivity and performance, with the team averaging 75- 80 research-based calls per day.
- Managed scheduling and resource allocation to optimize operational efficiency.
- Facilitated performance evaluations to identify strengths and areas for improvement, fostering professional growth.
- Monitored and analyzed output quality through established reporting mechanisms to maintain superior standards.
- Oversaw staff performance evaluations and guided employment and disciplinary actions. Cultivated a high-performance culture through effective staff supervision.
- Managed coordination of work assignments while analyzing employee metrics to ensure optimal performance and accountability.
- Facilitated prompt resolution of escalated customer service and contact department issues, improving overall service quality.
- Track trends to identify opportunities for process improvements and innovative solutions.
- Facilitated conflict resolution and managed employee concerns to enhance team morale.
- Ensured compliance with healthcare and security regulations while overseeing staff adherence to established protocols.
- Promoted interdepartmental synergy and collaboration with global teams to support the attainment of organizational targets.
- Facilitated skill development among staff through targeted training programs.
- Analyzed existing workflows and introduced scheduling systems that significantly improved team productivity.
- Led the adoption of cutting-edge technologies aimed at streamlining workflows and enhancing overall team performance.
- Facilitated a collaborative team atmosphere by significantly decreasing conflict incidents through targeted resolution strategies.
- Managed special projects and various tasks to support organizational objectives.
Bartender- Sportservice Everbank Field
Dellaware North
Jacksonville Fl
08.2011 - 01.2026
- Managed high-volume drink preparation in a sports venue, ensuring rapid service. Upwards of 500 + customers within a 2-4 hour period.
- Serve-Safe licensed.
- Trained and mentored junior bartenders on cocktail recipes, POS, and customer service standards.
- Traveled to other Delaware North facilities to help resolve staffing issues.
- Streamlined inventory management processes, reducing waste and optimizing supply orders.
- Developed relationships with regular patrons, fostering a welcoming atmosphere and loyalty, while managing the flow of patrons coming through.
- Analyzed customer feedback to improve service delivery and address areas of concern with the management.
- Streamlined drink preparation processes for faster service.
- Adhered to strict sanitation guidelines when handling food items such as fruit garnishes or straws.
- Assisted in inventory management, monitoring stock levels, and placing orders when necessary.
- Increased customer satisfaction by providing efficient and friendly service in a high-volume (sports venue) environment.
- Collaborated with team members to ensure smooth operations and excellent customer experiences.
- Maintained clean and organized workspaces, contributing to a safe and inviting atmosphere for patrons.
- Balanced multiple tasks simultaneously without compromising quality or customer satisfaction in a fast-paced setting.
- Handled difficult situations calmly and professionally, resolving customer complaints while maintaining a positive atmosphere.
- Trained new bartenders on drink recipes, pouring techniques, and customer service best practices.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration, and storage areas.
- Verified the drinking age requirements of customers by carefully reviewing photo identification.
- Kept the bar stocked with liquors, juices, and garnishes for drinks.
- Upheld strict regulations for safe alcohol service and food safety.
- Managed bar inventory, restocked supplies, and placed orders for spirits, beer, wines, and mixers.
Education
Bachelor of Arts - Criminal Justice
University of North Florida
Jacksonville, Florida, FL12.2004
Skills
- Training and mentoring
- Recruitment and hiring
- Workflow management
- Global and US- based team development/ management
- Effective conflict resolution
- Operations management
- Effective communication
- Service excellence
- Attention to detail
- Inventory control
- Adaptability and flexibility
- Skilled in database management and software applications
Timeline
Supervisor, Credits EMHM
Ventra Health
07.2022 - 01.2026
Bartender- Sportservice Everbank Field
Dellaware North
08.2011 - 01.2026
Supervisor Correspondence/Healthcare Customer Service Representative
Ventra Health
02.2011 - 07.2022
Bachelor of Arts - Criminal Justice
University of North Florida