RACHELL L HENRY
12807 NE 117th Cir
Vancouver, WA 98682
Phone: 503-319-9865
E-mail: rachell.henry@outlook.com
Objectives
E...
 Provided oversight of the move to the Regional Contact Center and Tanasbourne Regional
Contact Center.
 Provided oversi...
 Managed 26 SEIU employees and oversaw 13 OFNHP employees in roles of Dental Assistant,
Dental Member Assistant, Dental H...
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Rachell Henry Resume

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Rachell Henry Resume

  1. 1. RACHELL L HENRY 12807 NE 117th Cir Vancouver, WA 98682 Phone: 503-319-9865 E-mail: rachell.henry@outlook.com Objectives Experienced Manager/Supervisor working in an Ambulatory Care setting with a background of managing represented staff (SEIU and OFNHP). Demonstrates strength in performance and change management with employees and teams to deliver excellent customer service and exceptional ability to manage change management to build people’s potential for success. Highly organized in project management. Key Expertise Excellent Interpersonal Skills Outstanding Communication (written and verbal) Dental/Medical Terminology Problem-Solving Issue Resolution Change Management HIPAA/Sox Regulations CIDARS HealthConnect/Axium/CMS/MySchedule Microsoft Office (Word, Excel, PPT, Visio) Aspect Empower/eWFM/Infoview/VAD SharePoint/Bluegate/OneLink Performance Management Facilitation (Issue Resolution) Extensive Hiring Experience Highly Organized Managing Labor Employees Business System(s) Support Change Agent Coach/Trainer Project Management/Coordination Problem Solver Facilitator Experience KAISER PERMANENTE – Portland, Oregon Team Supervisor (August 2012 – current)  Responsible for Patient Care Access Management and Mental Health and Addiction Medicine call center overseeing a culturally diverse team of 32+ operating 24hrs, 7days a week.  Increased employee engagement as evidenced by People Pulse Work Unit Index from 34% in 2012 to 74% in 2013  Implemented Mental Health and Addiction Medicine Message Management in March 2013
  2. 2.  Provided oversight of the move to the Regional Contact Center and Tanasbourne Regional Contact Center.  Provided oversight of the “MySchedule” roll out for Primary Care Access Management in March 2014  Improved staff performance from 2012 to 2013. - 41% increase in Service Level (37% in 2012 to 78% in 2013) - 14.2% decrease in Call Abandonment Rate (19.8 in 2012 to 5.6 in 2013)  Reduced Absenteeism: Improved Attendance by 30% in 2013  Managed annual department budget of $4,000,000  Overseen daily operations and human resource issues  Resolved disputes between members, providers, represented staff (SEIU), health plan leaders, etc. by defusing and resolving conflicts associated with fees, treatment, and customer service in emotionally charged situations.  Responsible for onboarding, training, educating, and implementing new and current policies, procedures and scope of practice with staff  Supported in Mental Health and Addiction Medicine by sharing best practices, creating and engaging support in discoveries and corrective actions, covering vacations, ill call-in, and staying unified on delivering exceptional care to our members.  Worked directly with members, labor and health plan leaders, along with providers in disseminating complex information verbally and written. (1:1, multi-disciplinary groups, etc.)  Hiring KAISER PERMANENTE – Vancouver, Washington Dental Office Manager (January 2011 – August 2012)  Managed 47+ SEIU and OFNHP employees in roles of Dental Assistant, Dental Member Assistant, Dental Hygienist, and Dentists Credentialing, while working with Permanente Dental Associates  Coached and developed staff into successful roles. Result was an increase in patient satisfaction of 28% which created a 30% decrease in patient complaints  Decreased patient waitlist by 60%  Lead UBT’s (Unit Based Teams for represented staff) to level 4 (out of 5) performance and facilitated Unit Base Team/Staff meetings  Featured in Newswire (company newsletter) for innovated ways of celebrating and recognizing staff  Created and maintained weekly schedules for the Dentists, Hygienists, Dental Assistants, Dental Member Assistants, and Fee & Benefits Specialist  Supported Longview and Salmon Creek Dental Offices by sharing best practices  Conducted employee, patient, and provider daily and monthly rounding  Managed labor and supply budget and FTE’s  Built, ran, and balanced DIME reports  Hiring Manager for dental assistants, dental hygienists, and support staff KAISER PERMANENTE – Vancouver, Washington Dental Office Supervisor (April 2006 – December 2010)
  3. 3.  Managed 26 SEIU employees and oversaw 13 OFNHP employees in roles of Dental Assistant, Dental Member Assistant, Dental Hygienist, and Dentists Credentialing, while working with Permanente Dental Associates  In 2007-2009, aligned with the 5 strategic pillars, and became the #1 performing team in the dental program by meeting dashboard measures that lead to their highest payout.  Reduced Absenteeism by 40.6% in 2008: Received recognition from the NW Region  Overseen the implementation of Axium (dental system application)  Lead team in minimizing prophylactic cleanings with implementation of “Ghost” to reduce hygiene waitlist by 60%  Managed labor budgets and supply budgets of $3,000,000  Lead UBT’s to a level 5 performance and facilitated Unit Base Team/Staff meetings  Created and Maintained weekly schedules for the Dentists, Hygienists, Dental Assistants, Dental Member Assistants, and Fee and Benefits Specialist  Supported Longview and Salmon Creek Dental Offices by sharing best practices  Conducted employee, patient, and provider daily and monthly rounding KAISER PERMANENTE – Longview, Washington Lead Dental Member Assistant (May 2002 – April 2006) KAISER PERMANENTE – Portland, Oregon Lead Dental Member Assistant in the call center (October 1999 - May 2002) KAISER PERMANENTE – Hillsboro, Oregon Orthodontic Dental Assistant (December 1996 – October 1999) Education  University of Phoenix – Portland, Oregon, MBA (Graduation 5/2017)  University of Phoenix - Portland, Oregon, Bachelor’s in Business Management  Green Belt Six Sigma – Passed test and project in process.  College America – Portland, Oregon, Graduated 1995 - Expanded Functions Orthodontic Assistant and X-ray Certificate Other Skills and Certificates  9+yrs management experience, safety committee representative, conducted cash audits and environmental rounds, managed OSHA logs, conducted quarterly ergonomic evaluations, developed miscellaneous quantitative/qualitative reports for UBT’s and senior leadership, labor steward for Local 49  Project Management 301, Project Management 100, Facilitative Leadership, and Change Management Certificates through KP Learn, Great Leaders, Great Teams, and Great Results, Crucial Accountability, and Facilitated Leadership

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