Stacey Cardona
Tarzana,CA
Summary
Proactive Department Supervisor with a commitment to improving department operations and ensuring satisfaction in employees and members. Motivational with excellent communication and reasoning skills. Manage various personalities and provide continuous support to coworkers.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Pediatrics Department Supervisor
Kaiser Permanente
01.2022 - Current
- Coordinate day to day staffing and workflows
- Supervise daily operations and ensures staff provide highest quality of care
- Handle customer service complaints and act as patient advocate to resolve patient care issues
- Conduct appropriate audits of front and back office work activities
- Assist in development of policies and procedures and monitor adherence
- Instruct staff on current and new workflows
- Implement and maintain patient care and quality service standards to meet members' and internal clients' expectations
- Recommend and evaluate processes to improve systems and patient care services across continuum of care
- Determine appropriate staff mix for clinic operations
- Assist in providing ongoing staff development
- Implement and monitor departmental policies and procedures which support the organization's goals and business objectives and ensure they are met
- Collaborate with physicians, department chief, and department manager in developing appropriate level of patient care services and day-to-day operations of the department
- Assist in managing and resolving human resource, labor relations, employee and department safety, and risk management issues.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Managed team of 50+ employees, delegated tasks and held each employee accountable for completing assignments.
- Assigned tasks and established work schedules to staff to cover operational needs.
Team Manager
Kaiser Permanente
01.2019 - 01.2022
- Uphold Kaiser Permanente’s Policies and Procedures, Principles of Responsibilities
- Operate in a high volume, highly structured call center environment
- Assist with member registration, verification, and determine the type of appointment requested or needed, reviews scheduling mix of various physicians/ providers, and then make appointment utilizing appropriate guidelines
- Perform clerical duties that include managing a clinic cancel team to assist with rescheduling same day and future appointments
- Determine if calls are urgent or emergent
- Assist with training new employees
- Interact with medical staff, nursing and other departments to provide proper care
- Assist with escalated member calls
- Lead supervisor in charge of department remote deployment project
Appointment Clerk
Kaiser Permanente
09.2014 - 12.2018
- Provided high level member assistance by scheduling routine and specialty services appointments
- Transferred calls appropriately
- Composed messages to medical offices and provided general information to members.
Education
Bachelor of Science - Business Management
California State University of Northridge
Skills
- Excellent Communication
- Strong Leadership
- Time Management
- Project Supervision
- Teamwork
- Coaching
- Microsoft Office
- Epic/ Health Connect
- Daily Task Assistance
- Directing Team Members
- Performance Improvement
- Motivational Leadership
- Staff Development
Languages
Spanish
Native or Bilingual
Certification
Care Experience Leadership Academy
Activate Leadership Academy
Timeline
Pediatrics Department Supervisor
Kaiser Permanente
01.2022 - Current
Team Manager
Kaiser Permanente
01.2019 - 01.2022
Appointment Clerk
Kaiser Permanente
09.2014 - 12.2018
Bachelor of Science - Business Management
California State University of Northridge
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