Venus S. Brinson
Summary
Proven leader at Cleveland Clinic, adept in verbal communication and Epic software, streamlined onboarding processes and enhanced patient service recovery. Recognized for developing leadership in new recruits and improving operational efficiencies, demonstrating exceptional problem-solving and customer relationship management skills.
Overview
17
17
years of professional experience
Work History
Administrative Program Coordinator
Cleveland Clinic- Access to Care
Beachwood, OH
04.2012 - Current
- Adhered to six core values of the CCF.
- Assist with scheduling during peak times.
- Analyzed adherence to schedules regularly.
- Proactively communicated with Caregivers to ensure consistent updates and performance evaluations.
- Lead communication in weekly departmental and online huddles.
- Use critical thinking to investigate complaints and provide patient service recovery.
- Monitored real-time alerts within call center support services.
- Develop employees through coaching and motivation.
- Provided structured training sessions to familiarize new Caregivers with institutional protocols.
- Currently schedule 10+ Institutes
- Supported development of leadership skills in new recruits.
- Conducted interviews utilizing the STAR method.
- Streamlined new hire onboarding process for the Appointment Center.
- Conducted review sessions annually to evaluate the effectiveness of Caregivers.
- Develop creative solutions to operational inefficiencies and present findings to management
- Support my fellow Team Leads, Supervisors and Managers
- Assist with projects
- Orthopedics Decision Tree Training, Re-Optimizing of Pediatrics & Medicine Institutes
- MWL- Message WaitList, Akron General Migration to Epic and Developed Medicine training binders
- Develop ongoing communication with Caregivers, Keeping them informed of EPIC & questionnaire updates
Appointment Center Representative
Cleveland Clinic-Solon Appointment Center
Solon, OH
01.2011 - 04.2012
- Ensured patient concerns were resolved on the first interaction.
- Maintain schedules for various quality checks on a daily, weekly, and monthly basis.
- Contributed to team engagement efforts and project execution.
- Engaged in scheduled team meetings to enhance collaboration.
- Aided in updating departmental SOP documentation.
- Created pediatric training modules tailored to institutional requirements.
- Consistently recognized as a top-performing peer sponsor.
Patient Service Representative
Cleveland Clinic- Solon Family Health Center
Solon, OH
07.2008 - 01.2011
- Schedules and arranges departure appointments.
- Process medication refills, intranet appointment requests and MyChart appointment requests.
- Establishes privacy protocols and gathers consent.
- Handles co-pay collection along with efficient monitoring of patients and records.
- Enhanced liaison operations at the Annex Switch Board.
Education
Bachelor of Arts - Sociology and Corrections
University of Akron
Akron, OHSkills
- Skilled in Verbal and Written Communication
- Effective Problem Solving
- Customer Service Relationship Management
- Project management support
- Microsoft outlook, word, and Excel
- Epic software proficiency
Volunteer Experience
- Food Pantry, Volunteer
- GirlTrek & Girls on the Run
- MMHF- Men's Minority Health Fair, Volunteer
Affiliations
- GOAL- Group of Aspiring Leaders
Accomplishments
- Caregiver Celebration award - Teamwork and Innovation from the Transplant Institute
References
References available upon request.
Timeline
Administrative Program Coordinator
Cleveland Clinic- Access to Care
04.2012 - Current
Appointment Center Representative
Cleveland Clinic-Solon Appointment Center
01.2011 - 04.2012
Patient Service Representative
Cleveland Clinic- Solon Family Health Center
07.2008 - 01.2011
Bachelor of Arts - Sociology and Corrections
University of Akron
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