Lisa Henningsen
Puyallup
Summary
Proven leader and dependable team player, demonstrated through successful clinic management. Skilled in money handling and fostering positive customer relationships, I excel in organized environments and prioritize efficiency. Achieved significant improvements in operational outcomes by implementing effective training programs. Lead by example.
Overview
25
25
years of professional experience
Work History
Toll Collector
Manpower Employment Agency
04.2024 - Current
- Operated toll collection equipment and processed toll payments accurately.
- Promoted safety awareness among motorists through clear signage displays and timely updates on road conditions when necessary.
- Addressed customer concerns and inquiries, providing information on toll rates, policies, and available payment options.
- Upheld company standards for professional demeanor, consistently delivering courteous service under all circumstances.
- Contributed to revenue generation with accurate cash handling and prompt depositing of collected tolls.
- Expedited traffic flow by swiftly processing transactions, reducing wait times for motorists.
Certified Nursing Assistant
Gig Harbor Health and Rehabilitation
03.2020 - 03.2024
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Built rapport with patients and families, providing emotional support during difficult times.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Enhanced team productivity by participating in training sessions and sharing knowledge with colleagues.
- Implemented infection control protocols, minimizing spread of illnesses among patients and staff.
Collections Agent
Transworld Systems Inc.
09.2019 - 03.2020
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
Clinic Manager
MultiCare Health
08.2014 - 03.2019
- Hired, trained and supervised employees to maintain team of high performers.
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals.
- Developed strong relationships with patients, fostering trust and loyalty to the clinic.
- Enhanced team performance by providing regular training and professional development opportunities.
- Streamlined clinic operations by implementing efficient scheduling and appointment systems.
- Improved patient satisfaction through effective communication and compassionate care.
- Successfully managed clinic budgets, optimizing resource allocation for maximum efficiency.
- Demonstrated excellent leadership skills in managing a diverse team of medical professionals and support staff.
- Developed and implemented team building activities to foster collaboration and improve employee morale.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
- Enhanced patient satisfaction scores by implementing new customer service training for front desk staff.
- Fostered culture of continuous improvement, encouraging staff feedback and implementing suggestions for operational enhancements.
- Conducted regular performance evaluations, identifying areas for improvement and providing constructive feedback to staff.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Clinical Operations Trainer
US Healthworks
08.2011 - 08.2014
- Improved team performance with customized coaching strategies.
- Trained new hires, ensuring smooth onboarding and integration.
- Designed training programs to meet industry standards and company needs.
- Collaborated with department heads to align training objectives with organizational goals.
- Adapted training content to accommodate diverse learning styles and needs.
- Encouraged feedback from trainees to refine and improve training programs.
- Identified areas for improvement to enhance overall training effectiveness.
- Coached employees on effective communication techniques, leading to improved collaboration between departments.
- Streamlined onboarding processes for new hires, resulting in reduced time to productivity for each employee.
- Served as a mentor and resource for employees seeking professional development opportunities within the organization.
- Provided coaching and mentoring to employees.
- Developed evaluation metrics to assess training effectiveness and adapt programs as needed.
- Delivered impactful training sessions, resulting in improved operational outcomes.
Clinic Manager
US Healthworks
10.1999 - 08.2011
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Hired, trained and supervised employees to maintain team of high performers.
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Successfully managed clinic budgets, optimizing resource allocation for maximum efficiency.
- Demonstrated excellent leadership skills in managing a diverse team of medical professionals and support staff.
- Developed and implemented team building activities to foster collaboration and improve employee morale.
- Prioritized patient confidentiality, adhering to HIPAA guidelines and safeguarding sensitive information at all times.
- Developed and executed training programs for new staff, ensuring high level of competency and professionalism.
- Streamlined clinic operations, leading to more efficient appointment scheduling system.
Education
None - Nursing
Pierce College
Puyallup, WANone - General Studies
SUNY Buffalo State
Buffalo, NYNone - Biological Sciences
Erie Community College
Buffalo, NYSkills
- Organized and detail
- Excellent communication
- Customer service excellence
- Team leadership
- Active listening
- Adaptability and flexibility
- Decision-making
- Detail-oriented
- Training and mentoring
- Microsoft office
- Flexible schedule
- Employee training
- Professionalism
- Staff supervision
- Continuous improvement
- Multitasking proficiency
Timeline
Toll Collector
Manpower Employment Agency
04.2024 - Current
Certified Nursing Assistant
Gig Harbor Health and Rehabilitation
03.2020 - 03.2024
Collections Agent
Transworld Systems Inc.
09.2019 - 03.2020
Clinic Manager
MultiCare Health
08.2014 - 03.2019
Clinical Operations Trainer
US Healthworks
08.2011 - 08.2014
Clinic Manager
US Healthworks
10.1999 - 08.2011
None - Nursing
Pierce College
None - General Studies
SUNY Buffalo State
None - Biological Sciences
Erie Community College
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