1. Kimberly Williams-Anderson
3900 Delaware Ave. (Apt. B) Cell: (504)333-5573
Kenner, LA 70065
Kimmiwilliams70@aol.com
Summary of Qualifications: I am a highly motivated professional with twenty-eight
years of supervisory and team leader skills including report
processing, agent monitoring, direct supervision of over 84
employees, throughout four Ochsner Health System
locations. I have created various customer service training
manuals, as well as many team building activities. I possess
strong customer service skills and extensive front line
service skills for system-wide physician practices spreading
over 600 clinical areas, including answering multi-line
telephones, physician/employee/patient relations issues,
direct patient care, create monthly meeting agendas/reports,
registration processing, appointment booking, employee
training and patient relation/triage issues.
Professional Experience: October 1989 – August 2016 Ochsner Health System,
1514 Jefferson Hwy, New Orleans, La, 70121
Supervisor,
Central Appointment Center, Special Project Team,
Patient Access, Orthopedics and Pediatrics Phone
HUBS 2011 – 2016
• Actively participate in the hiring and
performance management of the receptionist in
all areas
• Train, coordinate, and implement all clerical
aspects of healthcare delivery to our patients
and the community
• Coach and Train receptionists on the
Outstanding Customer Service and EPIC, IM,
Kronos protocols
• Coach and mentor direct reports for quality and
productivity providing side by side and one on
one feedback
• Create weekly/monthly reports and
presentations
• Plan and set up departmental and leadership
meetings

2. • Maintain all Patient Relations files, reports and
databases
• Train and implement refresher courses
pertaining to insurance authorization, data
collection/entry, customer service skills to all
clinical areas, as well as call center agents
• Work closely with Patient Relations
coordinators, assisting with all
scheduling/billing issues/concerns
• Assist Patient Relations department with Perso
Non Grata (Patient dismissal data entry) and
patient/family grievances
• Completion and delivery of all initial and
annual evaluations and monthly rounding
• Lead morning and evening huddles
• Practice the Red Carpet Experience for new on
boarding employees by welcoming each to
Ochsner family
• Maintain and develop efficient operations
through open communication with executive
leadership and staff
• Implementation of all policies and procedures
according to Ochsner’s core values and
expectations
• Monitor agents/receptionists, via Knoahsoft and
Aceyus software, ensuring they are providing
the highest quality of personalized care
• Maintain a positive work environment and
relationship with the team
• Troubleshooting (Computers, phones, copiers,
fax machines, etc.)
• Responsible for daily, weekly, and monthly
reports to Ochsner On-Call, Doctor Master File,
and Appointment Schedules
• Supervise, evaluate, round and monitor the
Special Project Team, whom schedules all
Ochsner’s community outreach programs, such
as Hello Health, Golden Opportunity, Rouse’s
grocery tours, and Pace of Greater New Orleans
seminars.
• Supervise the front desk receptionist for
Ochsner’s Flu Fair, Growing Up For Girls, and
Pediatrics Skills fair

3. Clinical Services Supervisor,
Muscle Bone and Joint Center 2003 -2011
(Rheumatology, Orthopedics, Sports Medicine, Spine,
Podiatry, Physical Medicine and Rehab)
• Plan, organize, and motivate clerical staff to
perform top level customer service skills for
our practices. (Departments of Orthopedics,
Sports Medicine, Pain Management,
Rheumatology, Physical Medicine, Spine, and
Podiatry)
• Develops scheduling plan to include continuous
educational sessions for staff.
• Provides excellent customer service skills.
• Responsible for reports, physician practice
schedule changes, charge entry and patient
relations issues.
• Coordinated all aspects of telephone staff duties
into a Muscle, Bone and Joint Training Manual
for clerical staff.
• Coach/train each receptionist to deliver
exceptional patient care via face to face
interaction and/or telephone.
• Streamlined the physician “book-out” practice
for 11 providers.
• Completes daily charge entry logs for hospital
based services.
• Monitor daily intake of telephone calls.
Patient Service Associate (PSA) Supervisor,
Orthopedics HUB 2000 – 2003
• Supervised multi-level clerical staff.
• Created a positive work experience and team
development.
• Provided personalized and service oriented
assistance for customers.
• Implemented all aspects of the clerical side of
health care delivery to customers.
• Maintained positive work relationships with all
staff members for the good of the customer and
the institution.
• Monitored daily intake of incoming calls and
window walk-up service levels, providing

4. feedback to staff, as needed.
Patient Service Associate (PSA) Team Leader
Kidney & Liver Transplant 1998 – 2000
• Coordinated clerical functions of the Transplant
office.
• Maintained referral updates on patients and
distributed to the appropriate team /coordinator.
• Set-up teaching books for transplant patients.
• Set-up Pre-transplant patient packets.
• Prepared packets for Transplant Selection
Committee.
• Requested outside Medical Records for
transplant patients.
• Performed Pre and Post Transplant workups
(included: sending appropriate paperwork,
calls, notifying patients, mail-out appointments,
scheduling of labs).
• Scheduled and coordinated meeting rooms,
times, and dates for departmental and/or
doctor/patient meetings for pre and post
transplant.
Clinical Coordinator, Registration Receptionist –
Team Leader
OB/GYN & Cardiology 1989 – 1998
• Train HUB to coordinate appointments for
patients.
• Utilized internal marketing flags for Physician
Referral Network.
• Patient check in, as well as follow-up on patient
No-Shows
• Organized appropriate follow up logs for future
return appointments.
• Maintained pleasant communication between
patients and other personnel.
• Efficiently completed physician schedule
changes as to not hinder patient access.
• Distributed daily hospital consults to
physicians.
• Accurately documented patient refill requests.
• Documented complete, concise, and accurate
telephone messages to relay health information
between the patient and physician.

5. • Performed as a communication liaison between
the physician and patient to promote quality
health care,
Education: Destrehan High School
Graduated: 2008
Additional Information:
Nominated: Ochsner’s Supervisor of the Year
Award (x2)
Computer knowledge of EPIC, Excel, Word, Kronos,
Microsoft office, Power Point, Sharepoint, Knoahsoft,
Aceyus, Mainframe, Doctor Master, as well as many
other systems
Recipient of multiple “Spirit of Caring” Awards
Recipient of various Ochsner Health System customer
service, safety, and many other certifications
Recipient of multiple patient/staff compliments
Supervise “Team A”: Ochsner’s Emergency
Weather/Disaster and essential personnel registration,
requiring overnight stay during disaster periods
Assist in many LEAN projects throughout Ochsner
Health System in various locations
EPIC/OSHA/HIPPA readiness

6. • Performed as a communication liaison between
the physician and patient to promote quality
health care,
Education: Destrehan High School
Graduated: 2008
Additional Information:
Nominated: Ochsner’s Supervisor of the Year
Award (x2)
Computer knowledge of EPIC, Excel, Word, Kronos,
Microsoft office, Power Point, Sharepoint, Knoahsoft,
Aceyus, Mainframe, Doctor Master, as well as many
other systems
Recipient of multiple “Spirit of Caring” Awards
Recipient of various Ochsner Health System customer
service, safety, and many other certifications
Recipient of multiple patient/staff compliments
Supervise “Team A”: Ochsner’s Emergency
Weather/Disaster and essential personnel registration,
requiring overnight stay during disaster periods
Assist in many LEAN projects throughout Ochsner
Health System in various locations
EPIC/OSHA/HIPPA readiness