Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Louise Q Shaw-Davis

Evergreen Park,IL

Summary

Dynamic leader with a proven track record at Advocate Healthcare, adept in team building and leading high-performance teams towards achieving excellence in patient care and operational efficiency. Expert in training and mentoring, with a strong foundation in EPIC software, ensuring top-notch quality assurance and adaptability in fast-paced environments.

Overview

35
35
years of professional experience

Work History

Pre-Service Supervisor

Advocate Healthcare
07.2002 - Current
  • Supervises daily activities of unlicensed team members to ensure quality, productivity, service, and patients safety expectations are met
  • Coordinates resources in real-time as necessary
  • Collaborates with quality and training departments to develop and implement audit criteria, resources, and training necessary to support team member success in delivering high quality service and safe patient care
  • Provide 1:1 and group coaching as necessary based on individual team member performance and outcome trends
  • Identifies and executes on processes improvements and/or activities necessary for compliance with organizational policies and state/federal regulatory requirements
  • Functions as a liaison with various internal and external business partners to identify opportunities for optimization, service gap closure, increased consumer experience, and increased patient safety.
  • Resolves patients, customer, and business partner concerns in collaboration with manager when appropriate
  • Identifies opportunities for operational improvement in alignment with strategic planning and executes on plan deployment to support departmental and organizational goals
  • Develops and implements change management, communication, and sustainment plans in collaboration with manager
  • Collaborates with team members, leadership, and business partners to continually assess and optimize workflows as well as develop and implement new workflows and/or lines of service
  • Performs human resource responsibilities for team members including coaching, performance reviews, hiring, compensation changes, promotions, career ladder progression, professional development, performance improvement planning and separations
  • Responsible for team member engagement activities and outcomes
  • Ensures appropriate staffing requirements are met in collaboration with the workforce team
  • Responsible for understanding and adhering to the organization’s Code of Ethical Conduct, and for ensuring that personal actions and the actions of team members supervised comply with the policies, regulations, and laws applicable to the organization’s business.
  • EPIC Trained, Microsoft systems

Clinical Office Assistant

Advocate Healthcare
07.2002 - Current
  • Greets and assist patients and family members
  • Answer phones, monitor flow of patients through waiting area, clerical duties, scheduler and reschedule patients as needed, assist therapist/doctors and perform registration duties
  • Complete third-party billing
  • Trained on EPIC

CWS Supervisor

Tele Check
12.1997 - 07.2001
  • Supervised 10 to 30 full-time representatives performing inbound calls
  • Perform various supervisory duties: provide daily work guidance training and motivating staff, ensuring adherence to internal performance standards and compliance with guidelines, policies and procedures and quality service while performing command center duties
  • Helping out the Research Department by sending mail correspondence to customers
  • Authorized all time off request for night shift personnel

Office of the President

Tele Check
07.1997 - 12.1997
  • Handled most escalated customers addressed to the President of TeleCheck communications via telephone calls, written correspondence and face-to-face
  • In effort to 'Achieve Customer Excellence', always working to defuse situation and have complete customer satisfaction

Check Writer Services Representatives Level II

Tele Check
03.1996 - 07.1997
  • Customer service, assist in training new employees, service checkwriters with the use of specified Tele Check procedures and guidelines
  • Handle supervisory calls, as well as aid to other customer service representatives with questions

Clerical Coordinator

Rush Presbyterian St. Luke Medical Center
01.1990 - 01.1995
  • Customer Service internally and externally, marketed for students, arranged and negotiated student housing, maintained all students’ files, monitored records, handled student written and verbal correspondences, coordinated accounts receivable, handled registration while fulfilling clerical duties
  • Also, marketed and open the first Houston location of Arc Ventures Medical Education Services

Education

High School Diploma -

William Rainey Harper
Chicago, IL
06-1990

Skills

  • Training and mentoring
  • Multitasking
  • Adaptability
  • Team building
  • Team Leadership
  • Problem-solving abilities
  • Time management abilities
  • Performance Metrics
  • Quality Assurance
  • Professionalism
  • Microsoft, EPIC, Allegra, NDAS experience

References

Available upon request

Timeline

Pre-Service Supervisor

Advocate Healthcare
07.2002 - Current

Clinical Office Assistant

Advocate Healthcare
07.2002 - Current

CWS Supervisor

Tele Check
12.1997 - 07.2001

Office of the President

Tele Check
07.1997 - 12.1997

Check Writer Services Representatives Level II

Tele Check
03.1996 - 07.1997

Clerical Coordinator

Rush Presbyterian St. Luke Medical Center
01.1990 - 01.1995

High School Diploma -

William Rainey Harper

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Louise Q Shaw-Davis