Michelle Kennedy
Lone Tree,IA
Summary
Accomplished professional with operational management, project management, data analytics, clinical reporting, strong customer relation skills. I am hard-working, dedicated and driven to expand my career in the healthcare field by adding value to your team.
Overview
18
18
years of professional experience
Work History
Clinic Services Coordinator
University of Iowa Hospitals & Clinics
Iowa City, IA
12.2021 - Current
- Supervise 30 frontline staff members across nine locations responsible for check-in, scheduling, reception, and live phone triage.
- Create and manage daily staffing plan, take signoffs, adjust staffing based on clinical needs, monitor and maintain ELMS for all staff.
- Recruit, hire, onboard, train, mentor and develop staff for various rolls within the Cancer Center.
- Lead initiatives to maximize staffing productivity including maintaining a 98% checkout capture rate, 80% utilization in automated scheduling assistance for infusion, averaging 16,000 appointments scheduled, 14,000 appointments checked in per month and worked an average of 16,500 orders from appointment request workqueues.
- Developed and maintain our Provider Scorecard which documents and tracks provider patient volumes, referral lag, provider utilization, unavailable time, non-arrival rates and other key productivity matrix for each provider and Multidisciplinary Oncology Group by using Epic reports, Tableau reports and analysis.
- Oversee creation and maintenance of 175 provider, infusion and intake templates including clinic closures, changes in clinic days, and adjustments in slot duration and timing.
- Work closely with nursing, providers, unit council, project teams and other organizational leadership to improve clinic workflows, processes, and operational initiatives.
- Develop and implement workflows and policies for Cancer Center operations and frontline staff.
- Resolve patient concerns in a timely manner while upholding organization standards.
- Lead for our Centralized Intake project. Used Epic reporting and analysis to create workflows, templates, and policies by utilizing data from prior intake throughput matrixes.
- Operational lead to create and implement the Infusion Template Auto Generator with Epic developers. We were the first ever organization implement this tool and worked with developers for 15 months prior to go live in December 2023. This tool has increased our scheduling automation from 55% to over 81%, decreased time to schedule appointments by 40%, had a 41% reduction in average patient wait time.
- Presented findings for the Infusion Template Auto Generator at XGM in May 2023
- Skilled at working independently and collaboratively in a team environment.
Clinic Services Specialist
University of Iowa Hospitals & Clinics
Iowa City, Iowa
09.2019 - 12.2021
- Functional supervision of staff during periods of open Coordinator and Clinical Operations Manager positions
- Schedule overbooks for providers in the Clinical Cancer Center
- Proficient in snap-board usage for both infusion locations
- Primary trainer new front line staff members
- Certified notary for the state of Iowa
- Created and maintained One-note as primary staff resource for Front line workflows, guidelines and general clinic information.
- Worked closely with Beacon Order team to develop workflows for scheduling infusions as part of the new Beacon scheduling project.
- Scheduling PICC line placements in the Infusion Suite
- Collect patient co-pay at time of check in
- Maintain Infusion workqueue and staff messages daily
Answer incoming calls from patients and other departments to facilitate scheduling patients in the Cancer Center - Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Generated reports to monitor and report on productivity for frontline staff duties.
Clerk III
University of Iowa Hospitals & Clinics
Iowa City, Iowa
09.2018 - 09.2019
- Perform check-in and check-out duties for approximately 100-150 patients a day in the Clinical Cancer Center.
- Coordinate patient appointment and treatment schedules by fulfilling schedulable orders from a work queue.
- Cover Infusion Suite front desk, adhering to respective workflows for upwards to 120 patients a day.
- Remain flexible and adaptable to work in any of the six CCC clinics.
- Work directly with nurses, doctors, and other support staff to coordinate patient care.
- Proficient with Epic Cadence platform.
- Worked on multiple reports compiling data for different work performed within the department.
Laboratory Technician I
University of Iowa Hospitals & Clinics
Iowa City , Iowa
01.2009 - 08.2018
- Performed phlebotomy in adult, pediatric, and neonatal areas of UIHC.
- Functional Supervision of Phlebotomy staff for training and staffing.
- Scheduled lab only appointments for outpatient phlebotomy clinics.
- Worked with multiple Epic reports compiling data for different work performed within the department.
- Worked directly with patients/parents/families, nurses, medical assistants, lab staff, and phlebotomist.
- Trained current/new staff in phlebotomy and epic in all area’s phlebotomy is performed throughout the hospital.
- Awarded Phlebotomist of the Year for the State of Iowa in 2016.
- Kept laboratory supplies prepared by inventorying stock, placing orders and verifying receipt.
- Maintained documentation on tests performed in lab.
- Completed quality documents and input and saved quality data in appropriate locations.
- Documented information by maintaining daily logs and equipment record books.
- Stored, transported, and submitted urinalysis samples.
- Performed routine lab and department maintenance to keep area clean and orderly.
- Oversaw items in inventory and reordered before supplies diminished.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
Laboratory Assistant
University of Iowa Hospitals & Clinics
Iowa City, Iowa
11.2006 - 12.2008
- Transported patient specimens from inpatient units and outpatient clinics throughout the hospital to the appropriate lab for testing.
- Filed requisitions for all lab testing performed in the specimen control laboratory.
- Oversaw items in inventory and reordered before supplies diminished.
Education
Some College (No Degree) - Business Administration
Kirkwood Community College
Cedar Rapids, IASkills
- Administrative Leadership
- Database Management
- Staff Supervision
- Document Management
- Project Management
- Data Entry
- Resource Allocation
- Information Collection
- Consulting
- Presenting Ideas and Plans
- Customer Service
- Project Coordination
- Team Oversight
- Process Improvement
- Schedule Management
- Meeting Coordination
- Professional Networking
- Scheduling expertise
- Strategic Planning
- Data retrieval systems
- Staff Management
- Operations Management
- Medical Terminology
- Performance Management
- Team Collaboration
- Multitasking and Organization
- Staff Development and Training
- Interpersonal Communication
- Report Preparation
- Staff Training
- MS Office
- Administrative Oversight
- Best Practices Implementation
Timeline
Clinic Services Coordinator
University of Iowa Hospitals & Clinics
12.2021 - Current
Clinic Services Specialist
University of Iowa Hospitals & Clinics
09.2019 - 12.2021
Clerk III
University of Iowa Hospitals & Clinics
09.2018 - 09.2019
Laboratory Technician I
University of Iowa Hospitals & Clinics
01.2009 - 08.2018
Laboratory Assistant
University of Iowa Hospitals & Clinics
11.2006 - 12.2008
Some College (No Degree) - Business Administration
Kirkwood Community College