Summary
Overview
Work History
Education
Skills
Timeline

Ryan Ketner

Pleasant Gap,PA

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Internal Consultant/Project Manager

Geisinger Pharmacy
10.2021 - Current
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Managed projects from procurement to commission, including a current production line expansion that will double daily prescription fill capacity.
  • Sourced, vetted and managed vendors needed to accomplish project goals.
  • Spearheaded initiatives that led to a consistent 5% quarterly growth.
  • Developed KPIs and scorecards for department wide metrics as well as individual evaluations.

Contact Center Supervisor

Geisinger Health System
04.2019 - 10.2021
  • Supervised and tracked phone and email activity using various contact center applications and software tools.
  • Evaluated data to identify trends and determine customer service needs.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Oversaw the transition from 80%+ on-site staff to nearly 100% of staff working remotely.
  • Became department lead for COVID-19 testing and vaccine scheduling, updating 350+ staff daily regarding scheduling guidelines.

Clerical Support Team Lead

Geisinger Gray's Woods
11.2017 - 04.2019
  • Built talented team through hiring and training new patient access representatives.
  • Developed policies and procedures for effective practice management with a focus on the front desk staff.
  • Led a team that provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
  • Appointed to the PAR development committee, tasked with developing training materials for 700+ front desk staff system-wide.
  • Oversaw a team that was consistently in the top 5% on payment collection rates system-wide.

Administrative Support Coordinator

Penn State University Health Services
05.2013 - 11.2017
  • Lead a team of 15 front desk staff in a college healthcare environment.
  • Developed policies and procedures as the department transitioned from fee-for-service model to billing health insurances.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities..
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.

Education

Master of Healthcare Administration -

Colorado State University - Global Campus
05.2024
  • 3.96 GPA

Bachelor of Arts - Political Science

Pennsylvania State University, University Park, PA
12.2006

Skills

  • Staff Retention
  • Project Estimation and Bidding
  • Project Management
  • Workforce Scheduling
  • Performance Tracking and Evaluations
  • Escalation Management
  • Performance Strategies
  • Call Volume Analysis
  • KPI Tracking
  • Patient Satisfaction

Timeline

Internal Consultant/Project Manager - Geisinger Pharmacy
10.2021 - Current
Contact Center Supervisor - Geisinger Health System
04.2019 - 10.2021
Clerical Support Team Lead - Geisinger Gray's Woods
11.2017 - 04.2019
Administrative Support Coordinator - Penn State University Health Services
05.2013 - 11.2017
Colorado State University - Global Campus - Master of Healthcare Administration,
Pennsylvania State University - Bachelor of Arts, Political Science

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Ryan Ketner