VICTORIA NGUYEN
Kent
Summary
Detail-oriented healthcare administrative professional with 10+ years of progressive experience across staffing coordination, revenue cycle operations, behavioral health support, and patient access services within integrated healthcare systems. Proven ability to manage complex workflows, resolve escalated customer concerns, and drive outcomes through strong analytical thinking and cross-functional collaboration. Skilled in complaint resolution, regulatory communication, and developing clear, professional written responses while balancing compliance and customer experience. Advanced expertise in data analysis, reporting, insurance processes, and Epic systems, with hands-on experience in payroll support, clinical review coordination, and high-volume patient-facing environments. Recognized for applying Lean and A3 methodologies to improve efficiency, accuracy, and team performance.
Overview
24
24
years of professional experience
Work History
Administrative Coordinator III
Kaiser Permanente of Washington – Staffing Office
12.2002 - Current
- Build strong cross-functional relationships and collaborate with internal teams to resolve operational issues and improve service delivery
- Independently manage complex administrative workflows, ensuring accuracy, timeliness, and compliance with organizational standards
- Research, document, and resolve escalated issues, maintaining detailed records, communications, and case documentation
- Prepare reports, presentations, and written correspondence for leadership, translating data into actionable insights
- Draft clear, professional communications for stakeholders, ensuring clarity and alignment with organizational guidelines
- Manage multiple complex schedules within EZ Call to ensure appropriate staffing coverage and operational efficiency
- Maintain staffing guidelines, processes, and documentation through SharePoint and Smartsheet
- Exercise sound judgment in decision-making, escalating issues to leadership when appropriate
- Identify process improvement opportunities and recommend solutions to enhance efficiency and customer experience
- Support departmental workflow including requests, communications, timecards, onboarding, and inventory management
Administrative Specialist C / Clinical Review Coordinator
Kaiser Permanente of Washington – Behavioral Health Access
11.2017 - 12.2020
- Coordinated and tracked clinical reviews, appeals, and escalated cases, ensuring timely resolution and compliance with guidelines
- Managed detailed documentation, case tracking, and reporting for audits and operational visibility
- Collaborated with leadership to address complex or sensitive issues and support resolution strategies
- Maintained Kronos timecards, payroll updates, and staff scheduling support
- Managed leadership calendars and coordinated meetings, interviews, and onboarding logistics
- Produced reports, meeting minutes, and maintained SharePoint documentation and workflows
- Served as a liaison for interdepartmental communication regarding claims and process-related inquiries
Patient Financial Specialist
Kaiser Permanente of Washington
06.2012 - 11.2017
- Resolved complex billing issues and claim discrepancies, ensuring accuracy and compliance with healthcare regulations
- Managed Epic Resolute work queues, including billing edits, follow-up, and account resolution
- Communicated with patients to resolve account concerns, demonstrating strong problem-solving and conflict resolution skills
- Verified insurance eligibility and maintained accurate patient account information
- Applied Lean and A3 methodologies to improve processes and reduce errors
Patient Access Representative Lead
Group Health Cooperative
12.2008 - 06.2012
- Led a team of 20+ staff in a high-volume call center environment, supporting escalated customer concerns
- Coached staff on service delivery, problem resolution, and performance improvement
- Managed scheduling operations using Epic Cadence and ensured appointment accuracy
- Facilitated team huddles and supported continuous improvement initiatives
- Collaborated with leadership to enhance workflows and improve customer experience
Education
Diploma -
Kentridge High School
Kent, WASkills
- Healthcare Revenue Cycle Management
- Complaint Resolution & Escalation Management
- Administrative & Operational Support
- Data Analysis, Reporting & Presentations
- A3 Problem Solving & Lean Methodology
- Scheduling & Calendar Management
- Insurance Verification & Claims Processing
- Timecard & Payroll Support (Kronos & HR Connect)
- Microsoft Office Suite (Advanced)
- JIVA, Lotus Notes, Epic (Resolute, Prelude, Cadence)
- EZC Schedule Management
- Communication & Stakeholder Collaboration
- Process Improvement & Documentation
- Regulatory & Customer Response Writing
- Time Management & Multitasking
- SharePoint Document Management & Smartsheet Workflow Tracking
- Typing Speed: 50–55 WPM
Timeline
Administrative Specialist C / Clinical Review Coordinator
Kaiser Permanente of Washington – Behavioral Health Access
11.2017 - 12.2020
Patient Financial Specialist
Kaiser Permanente of Washington
06.2012 - 11.2017
Patient Access Representative Lead
Group Health Cooperative
12.2008 - 06.2012
Administrative Coordinator III
Kaiser Permanente of Washington – Staffing Office
12.2002 - Current
Diploma -
Kentridge High School