• Exceeded annual gift shop revenue goal by 33% in FY2023 at both locations managed; returned $45K+ in profits to the company in FY2023 • Successfully execute multiple special store events throughout the year to increase revenue for the stores and strengthen customer base outside of traditional patients to the hospital • Hire experienced staff to support increasing business • Manage day-to-day operations in the gift shops at two SSM hospitals • Oversee engagement training of all new regional gift shop employees • Create weekly schedules and approve store employee time • Maintain, control, and audit store inventory • Reconcile all vendor invoicing and provide reporting to partnering departments • Provide exemplary customer service to guests of the gift shop • Ensure stores are clean, neat, and tidy at all times

• Knowledge of front and back-end workflows, centralized operations, and standard processes • Monitored work queue volumes that impact patient access (i.e., break/fix) for all SSM hospital sites • Actively participated in cross-functional integration projects across the entire SSM organization • Trained Clinical and Centralized departments on operating standard processes • Supported Key Stakeholders with production and auditing workflow results to ensure resolution and process improvement • Reviewed and resolved Dynamic Service Ticket requests • Represented the department in cross functional collaboration meetings

• Knowledge of front and back-end workflows, centralized operations, and standard processes • Monitor work queue volumes that impact patient access (i.e., break/fix) and collaborated with SSM IHT on resolutions and new builds • Created a policy/procedure for referral/authorization from both a management and user perspective • Trained Clinical and Centralized departments on operating standard processes • Supported Key Stakeholders with production and auditing workflow results to ensure resolution and process improvement • Reviewed and resolved Dynamic Service Ticket requests • Documented ROI tracking • Represented the department in cross functional collaboration meetings

• Monitored centralized work queue volumes that negatively impacted patient access. Identified, resolved, and assigned corrective process with internal and external departments. • Communicated productivity for IDX, Epic and Shortel systems to employees. • Trained staff on operational standardized processes • Educated employees on changes to insurance to ensure quality patient care outcomes • Monitored calls to maintain high quality patient interactions • Identified workflow issues and their causes and collaborated with stakeholders to ensure resolution and process improvement • Hired and developed employees in the department • Represented the department in cross functional collaboration meetings

• Identified negative financial impact trends and trained the correction process to department staff • Created baseline employee assessments to determine overall knowledge and build training and educational documents based on problem areas with input from clinical staff • Trained clinical staff and central employees on operational procedures to maintain standardization across the enterprise • Educated employees on changes to insurance to ensure quality patient care • Formed a strong interdepartmental network and regularly received feedback from important stakeholders to improve the training process • Attended university seminars for additional knowledge to improve the training program • Monitored calls to help maintain high quality patient interactions • Sustained a deep working knowledge of key programs, including but not limited to IDX Epic Shortel

• Provided exceptional customer service to external patients and internal partners • Proactively managed complex scheduling and work to avoid scheduling errors • Approached daily work using the 5C Mission • Assisted in training new employees and shadow them to continue development • Collaborated with various groups via electronic, telephonic, and face-to-face interactions in order to ensure high quality patient care • Listened carefully to patient needs and appropriately route as needed • Maintained working knowledge of SLUCare’s billing system and integrate changes • Completed pre-visit work daily and ensure scheduling continuity

• Managed office staff and coordinated between the office and the field nursing staff • Collaborated with Director of Nursing to appropriately onboard and train new employees • Prepared materials for management team meetings • Worked with administrative team to create efficiencies in paperwork processing • Coordinated the launch of an electronic records management system • Performed annual reviews and other HR related tasks

• Accepted patient billing phone calls and provided billing support to patients • Provided exceptional customer service to patients • Processed all payments including self-pay and commercial payments