Kimi Simpson-Cooper
Hyde Park
Summary
Results-oriented Operations Manager with more than 8 years of experience in day-to-day business operations management. Effective liaison to key client accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for the company. Streamlines processes for efficiency and productivity. Well-versed in applying a multi-faceted approach to managing safety, operations, and productivity across multiple business lines.
Experienced with patient care support and effective communication. Utilizes organizational skills and attention to detail to ensure smooth healthcare operations. Knowledge of healthcare procedures and patient relationship management.
Experienced healthcare professional prepared to excel in patient care coordination. Skilled in managing patient interactions, addressing concerns, and facilitating seamless communication between healthcare teams. Strong focus on collaboration and adaptability, ensuring reliability and responsiveness to changing needs. Proficient in medical software, patient scheduling, and empathetic support.
Healthcare professional with proven background in patient care support and administrative duties. Known for effectively managing patient interactions and ensuring smooth operational workflow. Focused on team collaboration and achieving optimal patient satisfaction. Reliable and adaptable to changing needs, with strong communication and problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Patient Care Representative
Beth Isreal Deaconess Medical Center
01.2024 - Current
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Assisted medical professionals with various tasks to ensure smooth operation of the clinic and provide optimal patient care.
- Maintained accurate patient records to support effective diagnoses and proper treatments for each individual case.
- Built strong relationships with patients and their families, fostering trust and confidence in the care provided by the facility.
- Scheduled approximately 100 patients per day and made reminder calls.
- Created team rotations to man center effectively during peak hours.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
- Coordinated with IT department to ensure seamless operation of call center technologies, minimizing downtime.
PBX Operator
Boston Marriott Quincy
01.2022 - 01.2024
- Manage incoming calls from switchboard and delivery of accurate messages to appropriate individuals in timely manner
- Process all guest reservations including guest follow up obtaining all necessary information and accurately entering it into computer system
- Utilize the features of the PBX consoles, headsets, telephones and other related equipment
- Direct call to guest rooms, staff, or departments through the switchboard or PBX system
- Deliver patient messages, upholding HIPAA standards, and perform special projects assigned by multiple departments
- Operate a multi-line telephone console system, alerting system and TDD system for the deaf and hearing-impaired
- Handle a large volume of incoming emergency calls while dispatching emergency personnel, to include area police, fire and EMS
- Maintain a high degree of accuracy and alertness in dispatching police vehicles to disorders and complaints in accordance with prescribed routines
- Maintain and protect HIPAA confidentiality and information
- Maintain alumni address databases, while soliciting donations to the university's alumni program
Operations Manager
Courtyard by Marriott
12.2020 - 01.2022
- Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance
- Prepared annual budgets with controls to prevent overages
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow
- Formulated processes to reduce downtime and financial loss
- Hire, train, and supervise front end and kitchen staff
- Directed initiatives to improve the work environment, company culture, or overall business strategy
- Create schedules for staff to ensure proper coverage throughout the hotel
Transit Ambassador Supervisor
MBTA
08.2014 - 11.2020
- Cultivated performance-based and collaborative culture by recognizing achievements and promoting from within
- Conferred with human resources to recruit, onboard and mentor new team members
- Assisted upper management with daily operations to meet standards of service and quality
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas
- Created schedules and assigned jobs based on employee strengths and anticipated customer demand
- Created training manual for all employees to use as reference guide
- Resolved customer complaints and reported issues to senior management
- Collaborated with team members to improve performance and implement training updates
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback
Customer Service Call Center Supervisor
MBTA
08.2014 - 04.2017
- Conducted employee evaluations to provide feedback and set expectations for future job performance
- Developed training, task, and process guidelines and communicated clear and concise directions to employees
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality
Call Center Supervisor
MassHealth Enrollment Center
01.2011 - 07.2015
- Conducted employee evaluations to provide feedback and set expectations for future job performance
- Developed training, task, and process guidelines and communicated clear and concise directions to employees
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality
Education
Associate - Science
Johnson & Wales University
Providence, RI05.2011
Skills
- Operations Manager
- Switchboard Management
- Office Meetings
- Professional Communication
- Strong Telephone Etiquette
- Electronic Filing System
- Managing Phone Systems
- Clerical Support
- Greeting Visitors
- Call Transfers
- Emergency Call Support
- Customer Retention
- Credit Card Transaction Processing
- Telephone Operation
- Personnel Management
- Client Satisfaction
- Front Desk Management
- Customer Inquiries
- Typing Skills
- Telephone Reception
- Administrative Duties
- Setting Reservations
- Call Follow-Up
- Answering Questions
- Customer Support Needs Assessment
- Call Connections
- Excellent Verbal Communication Skills
- Office Cleaning
- Verbal and written communication
- Patient confidentiality
- Patient chart maintenance
- Patient scheduling
- Patient registration
- Scheduling appointments
- Insurance verification
- Medical terminology
- Care planning
- Goal setting
- Documentation
- Appointment scheduling
Timeline
Patient Care Representative
Beth Isreal Deaconess Medical Center
01.2024 - Current
PBX Operator
Boston Marriott Quincy
01.2022 - 01.2024
Operations Manager
Courtyard by Marriott
12.2020 - 01.2022
Transit Ambassador Supervisor
MBTA
08.2014 - 11.2020
Customer Service Call Center Supervisor
MBTA
08.2014 - 04.2017
Call Center Supervisor
MassHealth Enrollment Center
01.2011 - 07.2015
Associate - Science
Johnson & Wales University
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