Nicole Foulk
Columbus,OH
Overview
23
23
years of professional experience
Work History
Business Analyst
OSU Wexner Medical Center
Columbus, OH
12.2022 - Current
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Developed reports or created dashboards, providing financial-related information to make informed business decisions.
- Surfaced insights and findings to support business and technical decisions.
- Developed innovative, fact-based and achievable strategies and operating models based on evaluations.
- Identified needs of customers promptly and efficiently.
- Provided technical support for existing reports, dashboards or other tools.
- Maintained or updated business intelligence tools, databases or dashboards.
- Managed diverse projects for data capture, storage and forecast analysis.
- Conducted regular reviews of staff workloads in order to maximize efficiency levels.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Developed forecasting models to ensure optimal staffing levels in call center operations.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Drafted presentations outlining changes in workforce management systems or protocols.
- Monitored system performance, identified bottlenecks and optimized the same.
- Assisted in deploying new systems and services into production environment.
- Collaborated with team members to deliver projects within scheduled deadlines.
- Analyzed project requirements and created test plans accordingly.
- Provided training to end-users on how to use newly deployed systems effectively.
- Identified areas of improvement in existing systems and proposed changes accordingly.
- Developed and managed project plans while providing status updates to management.
- Assisted staff and users with computer malfunctions and program problems.
- Used computer in analysis and solution of business problems.
- Managed multiple ongoing projects simultaneously while meeting deadlines effectively.
- Monitored performance metrics of existing systems and developed solutions to optimize performance.
- Resolved technical problems reported by customers via phone calls or emails quickly and accurately.
- Reviewed program plans to develop and coordinate activities.
Patient Access Supervisor
OSU Wexner Medical Center
Columbus, OH
01.2018 - 12.2022
- Complied with company policies, objectives and communication goals.
- Established and enforced clear goals to keep employees working collaboratively.
- Realigned workflows with changing business demands by evaluating processes and employee strengths.
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
- Established and maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Conducted evaluations and reviews for 72 employees.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Coached and mentored 72 staff members through constructive feedback to develop long-term career goals.
- Initiated training and education programs for supporting healthcare staff.
- Developed actionable roadmaps for improving workflows and processes.
- Utilized formulas to extract data from queries into Excel spreadsheets.
- Reported on common sources of technical issues or questions and made recommendations to product team.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
- Performed quality assurance to assess data and validate results.
- Managed workflow within the department to ensure timely completion of tasks.
- Prepared monthly summary reports highlighting key metrics within the department.
- Identified opportunities for streamlining processes within the department while maintaining quality standards.
- Monitored employee performance and provided feedback on areas of improvement.
- Ensured accurate data entry of employee timecards and payroll information into the workforce management system.
- Created detailed documentation regarding all aspects of workforce planning activities.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Analyzed training needs based on current trends in patient service requirements.
- Conducted audits of team performance against established goals for accuracy and compliance.
- Conducted exit interviews and completed employment termination paperwork.
- Scheduled or conducted new employee orientations.
- Established metrics for measuring productivity levels of individual employees or departments.
- Maintained accurate records of all workforce analytics activities for easy reference when needed.
- Developed new-hire training materials regarding all attendance and schedule matters.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Implemented quality assurance measures to ensure accurate data entry into the system.
- Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Managed communication between managers, employees, payroll administrators, and third-party vendors.
Patient Access Manager
OSU Wexner Medical Center
Columbus, OH
06.2016 - 01.2018
- Oversee 29 direct reports.
- Implement standards and methods to measure the effectiveness of scheduling teams.
- Provided detailed monthly departmental reports and updates to director. Provided thorough supervision for day-to-day operations of scheduling teams in accordance with set policies and guidelines.
- Regularly evaluate employee performance, provided feedback and assisted, coached and disciplined staff as needed.
- Diligently monitored the QA (Quality Assurance) program to improve performance and maintain high standards of care.
- Establish and maintain positive relationships with physicians and clinic leadership.
- Review and approve time cards for processing by payroll department. Conduct performance reviews for all are team members.
- Develop and arrange continuing education opportunities for all staff to increase knowledge and skills.
- Forecast needs and adjust future plans.
- Coordinate and direct department meetings.
- Ensure that team member responsibilities are defined and understood. Interviewed, hired and trained new patient scheduling representatives.
Capacity Management Anaylist
OSU Wexner Medical Center
Columbus, Ohio
01.2014 - 06.2016
- Measured and evaluated customer and employee satisfaction to identify areas in need of improvement.
- Performed in-depth analysis to help solve diverse problems with program implementation and operations.
- Trained end-users in best practices to minimize errors and protect key data.
- Observed staff to study daily tasks regarding information processing and performance to better understand business system needs.
- Integrated new technologies to meet area requirements.
- Developed streamlined task system to provide more effective workflows for both peers and management staff.
- Created reports detailing findings and recommendations.
- Identified opportunities to improve operational efficiency by optimizing existing resources.
- Created reports on utilization trends, capacity forecasts, resource allocation and projections.
- Developed and implemented capacity management policies, processes and procedures.
- Coordinated with other departments to ensure optimal use of available resources.
- Analyzed performance metrics to ensure system availability and service levels were met.
Patient Services Associate - Supervisor
OSU Medical Services at Stoneridge
Dublin, OH
09.2008 - 01.2014
- Coordinated all department functions for a team of 19 employees.
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
- Supervised and trained staff.
- Updated patient accounts and information on a daily basis.
- Managed incoming and outgoing calls for busy medical office.
- Improved communication efficiency as primary liaison between departments, patients and employees.
- Evaluated patient care procedural changes for effectiveness.
- Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
- Reviewed and approved time cards for processing by payroll department.
- Answered incoming calls, responded to inquiries and routed messages appropriately.
- Worked cooperatively with other departments within the organization as necessary.
- Created reports summarizing various types of data associated with Patient Services operations.
- Reviewed daily reports to ensure that all tasks were completed accurately and on time.
- Participated in monthly meetings related to Patient Services performance goals and objectives.
General Manager
Tavern on the Lawn
Columbus, OH
05.2007 - 07.2008
- Ensured compliance with safety guidelines by regularly inspecting work areas.
- Maintained up-to-date knowledge of relevant laws and regulations related to operations management.
- Recruited, hired, and trained new staff members according to organizational standards.
- Monitored inventory levels, placing orders as necessary to maintain adequate supplies.
- Oversaw daily operations of multiple departments, ensuring compliance with established protocols.
- Implemented strategies for improving customer experience through enhanced product offerings or improved service delivery.
- Resolved escalated customer service issues in a timely manner.
- Established quality assurance processes to ensure customer satisfaction.
- Provided strategic direction to staff members in order to maximize productivity.
- Reviewed reports on operational performance metrics and identified areas of improvement.
- Negotiated contracts with suppliers for purchasing food ingredients at the most competitive rates.
- Established effective communication between kitchen staff and wait staff to provide seamless service experience for guests.
- Scheduled staffing levels according to expected business volume on a daily basis.
- Managed inventory levels ensuring that adequate supplies are available at all times while minimizing waste.
- Performed administrative tasks including payroll processing, budgeting activities.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Adhered to company food, safety, quality and sanitation policies.
Manager
Drexel Theater Group
Columbus, OH
05.2001 - 05.2007
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Ensured compliance with local health and safety regulations at the residence.
- Established standards for cleanliness, hygiene, and orderliness throughout the house.
- Organized and maintained household inventory records, including supplies and equipment.
- Scheduled and supervised vendors for maintenance, repair, and cleaning tasks.
- Implemented policies to ensure proper use of resources in a cost-effective manner.
- Developed systems for efficient management of daily operations in the house.
- Managed staff payrolls, benefits, and other administrative duties related to personnel needs.
- Collaborated with multiple departments to maximize workflow and efficiency.
- Assessed daily workloads, scheduled, and planned daily assignments and oversaw numerous projects.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Coached staff on strategies to enhance performance and improve customer relations.
- Kept accurate records of ticket sales and concession stand purchases using POS systems.
- Handled customer complaints in a professional manner and referred difficult issues to the manager.
- Restocked concession stands with food, drinks, napkins, and utensils throughout each shift.
- Maintained inventory of concession items such as popcorn, candy, and beverages.
- Organized lines, lobbies, and promotional material for major movie releases.
- Managed cash and credit transactions and balanced registers after shifts.
- Participated in inventory management, conducting counts and ordering supplies as needed.
- Handled emergency situations calmly, following protocols to ensure guest safety.
- Communicated building deficiencies, security concerns or safety issues to supervisor.
- Operated movie projection equipment, ensuring films started on time and quality standards were met.
- Assisted in the development and implementation of food safety policies and procedures.
- Analyzed financial statements related to food sales and expenses each month.
- Created weekly schedules for kitchen staff to ensure adequate coverage during peak hours.
- Ensured compliance with all local health department regulations, including sanitation standards, labeling requirements, and pest control activities.
- Conducted regular inspections of equipment and facilities to ensure cleanliness and safety standards were met.
- Maintained records of purchase orders, receipts, inventories, production sheets.
- Interviewed potential candidates for open positions within the kitchen staff.
- Handled customer complaints regarding food quality or service promptly and professionally.
- Trained new employees on company policies, procedures, and safety regulations.
- Provided training on safe food handling practices for new employees.
Education
Gahanna Lincoln High School
2000
Skills
- Problem resolution ability
- Patient care advocacy
- Employee training and development
- Excellent interpersonal and coaching skills
- Detail-oriented
- Staff Motivation
- Schedule management
- Problem resolution
- Self-starter
- Microsoft Office
- Report analyst
- Staff Supervision
- Operations Oversight
- Schedule Management
- Quality Management
- Problem Resolution
- Performance Improvement
- Performance Analysis
- Organizational Restructure and Change
- Performance Evaluations
- Data Analysis
- Workforce Management
- Business Forecasting
- Business Intelligence
References
- Kristin Geiger
Patient Access Associate Director
Office: (614) 293-6503
Email: Kristin.Geiger@osumc.edu
(Former Manager)
- Danielle Hooper
Patient Access Manager
Office: (614) 293-2196
Email: Danielle.Hooper@osumc.edu
(Former Manager)
Timeline
Business Analyst
OSU Wexner Medical Center
12.2022 - Current
Patient Access Supervisor
OSU Wexner Medical Center
01.2018 - 12.2022
Patient Access Manager
OSU Wexner Medical Center
06.2016 - 01.2018
Capacity Management Anaylist
OSU Wexner Medical Center
01.2014 - 06.2016
Patient Services Associate - Supervisor
OSU Medical Services at Stoneridge
09.2008 - 01.2014
General Manager
Tavern on the Lawn
05.2007 - 07.2008
Manager
Drexel Theater Group
05.2001 - 05.2007
Gahanna Lincoln High School
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