Kearstin Geist Email & Phone Number

Lebanon, Pa, Us

➢ Recruited and onboarded average of 7 new clinicians per month➢ Assisted team members with completing new hire paperwork & navigatingonline portals➢ Addressed staff performance concerns as voiced by Clinical Managers➢ Negotiated terms of employee contracts yearly to retain established team➢ Supported staff with professional development and personal growth as aclinician throughout employment➢ Collaborated with Clinical Managers to best support team and address clinicalconcerns➢ Provided training to new Career Specialists and Recruiting Coordinators

Harrisburg, Pennsylvania, United States

➢ Recruited 15 new staff members and conducted training securing necessaryknowledge and skills for successful team integration➢ Developed complete work instructions decreasing case errors by 120 permonth➢ Coached team to improve productivity based on individual metric reportreview➢ Decreased voicemail backlog from 900 to current via triaging and close staffmonitoring➢ Improved customer satisfaction by reducing average caller wait by up to 40minutes➢ Resolved 100 escalations per day through interdepartmental collaboration,effective task delegation, and refined customer de-escalation techniques

Philadelphia, Pennsylvania, United States

➢ Educated providers on payment, remittance, and claim details at a rate of 10per hour➢ Efficiently oubleshot payment devices via available reference materials➢ Reviewed 80 provider change requests per day to supply feedback or approvefor further processing with contracting department➢ Trained and advised team on effective customer service, software navigation,and case management techniques to improve first call resolution by 19instances per day➢ Effectively resolved an average of more than 60 cases per day➢ Achieved a customer satisfaction rating of 4.86 out of 5➢ Reduced case backlog by 10.28% via extensive research of escalated inquires➢ Successfully launched new live chat customer service feature by collaboratingwith software development team

Harrisburg, Pennsylvania, United States

➢ Recruited, trained, and delivered ongoing support to 55-65 team members➢ Assigned clients based on designated session times, staff skillset, andpersonality traits to generate weekly employee schedules➢ Compiled and assessed weekly reports to increase staff productivity by 40%➢ Monitored and coached staff to improve documentation practices, decreasingDauphin County’s BHRS annual payer fund recoupment by 70% from 2014 to2016➢ Addressed staff performance concerns via disciplinary action as necessary➢ Attended client team meetings for escalated cases and mediateddisagreements between employees and natural caregivers➢ Fielded all school, agency, and parent complaints to resolve concerns in atimely manner➢ Supplemented team with 25 new staff to assist 86 newly acquired programclientele➢ Implemented employee incentive programs and enforced company policies toincrease staff compliance by 60%

Lebanon, Pennsylvania, United States

➢ Implemented treatment plan interventions and Applied Behavior Analysis(ABA) techniques to decrease undesired client behaviors by 30% and increasedesired behaviors by 30-50%➢ Transferred behavior management techniques to caregivers resulting indecreased client support or successful discharge for 5 clients➢ Transferred coping and socialization skills to clients directly to increaseindependence and confidence➢ Tracked behaviors via data collection to analyze progress➢ Demonstrated an average of 98% productivity of assigned client hours

Master Of Education

Bachelor Of Arts - Ba, Psychology