Natalie Keim Email & Phone Number

- Assisted in leading the implementation of a new electronic medical record systemo Collaborated with project manager, APPs, nurses, IT, and other key players o Created workflows, processes and reports for a smooth go-live and implementation o Facilitated data migration, staff training and provided guidance in answering questions- Created and implemented the following projects:o KPIs for scheduling and front desk staffo New hire training (including scheduling, registration, insurance)o Quality scorecardo Implemented huddles with forecasting and action plans- Managed team of 15 staff across three locationso Hired, trained, and mentored staffo Provided feedback and evaluations based on performanceo Managed schedules and timekeeping- Audited charts to ensure accuracy of data entry and scheduling- Ran market analysis for compensation and made adjustments as needed with CFO- Managed provider scheduling to best utilize templates and increase productivity

• Oversaw daily operations of the appointment center.• Designed and implemented centralized scheduling to four clinics.• Created new scheduling teams. o Hired, trained, and mentored new staff o Provided feedback and evaluations based on performance• Improvement projects include:o Editing and updating department policies and procedureso Creating and implementing staff recognition program• Able to effectively organize, prioritize, and perform multiple tasks.• Able to work in a multi-disciplinary, high stress, high volume environment.• Continuously met Average Speed of Answer and Service Level goals set by management.• Maintained positive, working relationships with clinic managers and directors.• Upheld and modeled the mission and vision of Akron Children’s.

Greater Seattle Area

• Supervised 15 individuals of eight clinics at the scheduling center.• Developed and implemented new projects such as:o MyCharto New hire learning and training plano Automated clinic communication o On-site clinic scheduling• Used data to actively pursue process improvements and refine operations.• Continuously met Average Speed of Answer and Service Level goals set by management.• Worked with service line managers and directors to meet patient access goals.• Participated in the implementation of various process improvement goals.• Brought employee engagement from bottom tier to top tier in first year.• Able to effectively organize, prioritize, and perform multiple tasks.• Able to work in a multi-disciplinary, high stress, high volume environment.

• Assist patients and families checking in, scheduling, admissions for surgery.• Navigate EPIC, CIS and FirstNet to schedule appointments, check orders and clinic notes.• Managed return to clinic and appointment recall projects for Cardiology clinic.• Point person for Cardiology – provided communication, scheduling knowledge between clinic and registration.• Coordinate appointments between clinics.• Provide excellent customer service to families.• Be a key communicator between clinics and families.• Triage questions and phone calls to proper clinics, nurses. • Ensure every family has a positive encounter from the very beginning.• Monitor and train new employees.• Experience in both Urgent Care and outpatient clinic settings.

• Provided excellent customer service in person and on the phone.• Demonstrated the ability to interact with customers from diverse cultures and backgrounds.• Developed customer loyalty by leveraging strengths in premium service delivery and ability to find win-win resolutions.• Proven six-year track record in retail sales.

Master Of Arts - Ma, Organizational Leadership

Bachelor'S Degree, Medical Anthropology

Bachelor'S Degree, Global Health