WORK
Elemy – December 2021 to July 2022
Clinical Training Lead (remote) – December 2021 to July 2022
Accomplishments
- Supervised 5 Direct Reports
- Provided support/advocacy for teammates in Ukraine
- Compiled weekly KPI results into a centralized dashboard to systemize updates and increase visibility to other stakeholders
- Implemented departmental task/project management system
- Managed weekly/monthly/quarterly departmental meetings
- Facilitated cross-functional collaboration for LMS implementation
- >20 clinical courses currently active servicing >1,000 users
- Developed auto-populating CEU certificates reducing manual labor by over 90%
- Developed internal Mandated Reporter Course saving ~$30k annually
- Facilitated payor-specific and mandated training compliance audits
Erin has blown me away in the entire time that she has worked on my team at Elemy. She consistently sets the standard for excellence on our team. Additionally this year she seamlessly moved from a trainer role to a Lead role where she has led a team 5 trainers and back office admins. All of her direct reports have glowing reviews of Erin. She balances her support with promoting independence in a way that develops her team and takes advantage of their current talents.
Erin is the beating heart of our team. She consistently ensure that team feels connected and included. She has spearheaded initiatives for our teammates in Ukraine (even previous teammates) and keeps all of us updated on their needs and safety concerns. She was recognized by our frequent collaborators and other teams with nominations on our first Elemy awards.
Clinical Trainer (remote) – November 2020 to December 2021
Accomplishments
- Facilitated COVID-19 protocol training for >200 Providers
- Streamlined tracking processes for training compliance/audits by >50%
- Developed & launched internal HIPPA training course saving ~$12k annually
- Conducted 29 RBT interviews to evaluate clinical skillset
- Collected IOA data on 14 others
- Co-led rubric training to Recruiting team
- Conducted peer interviews for multiple departments
- Facilitated the interview process and onboarding of back office associates
No matter what you throw at her, she can handle it! She is the exact definition of [a Swiss Army Knife] and without her, a lot of teams would be struggling, including ours. She honestly should receive all of these awards but this one in particular as she demonstrates these qualities on a daily basis.
Job Description
- Assist with the development, implementation, and execution of onboarding programs for clinical new hires as well as provide on-going training, continuous learning, and support/partner with clinical and training leadership to develop both onboarding and continuous learning programs
- Assist in the development of key performance metrics to measure the success of team programming
- Utilize key performance metrics to track new hire and ongoing training performance
- Continually modify training materials and programs to align with Elemy’s business and hiring needs
- Provide recommendations for training and development needs to Lead BCBAs and Clinical Supervisors per the BACB guidelines
- Deliver high quality and high impact training to set our new hires and current staff up for success
UT Southwestern Medical Center – January 2020 to September 2020
Patient Access Supervisor – August 2020 to September 2020
Accomplishments
- Provided on-site support for 12 testing sites across the DFW Metroplex in support of UTSW’s COVID-19 Prevalence Study
- Worked in high-risk sites requiring full PPE protocols
- Supervised >20 Patient Access Representatives
- Research HIPPA certified via CITI
- Human Subject Protection Course certified via CITI
- Designed step-by-step instructional guides for over 70 different lab & imaging processes
- Built custom reference guides for 12 different lab & imaging clinics
Job Description
- Provides supervision, direction, development and guidance to staffing the roles of bed control, patient admissions and patient registration, including main admissions, ER registration, L&D registration and cashier; promotes professional growth, development and accountability in staff. Effectively delegates and appropriately holds staff accountable; maintains a pro-active approach with addressing/implementing changes impacting the various processes of the Patient Access Services Department.
- Maintains an active role in selection, training, recognition, performance evaluations and disciplinary actions for department staff.
- Supervises operations effectively; effective follow-through and follow-up; takes accountability; solves problems and implements solutions; integrates financial understanding into solutions; demonstrates technical proficiency. Acts with urgency to address issues and anticipates customer needs. Articulates views clearly and directly, listens attentively to others, communicates quickly issues affecting staff. Maintains department productivity and quality standards. Supports goals and objective; establish and implement policies and procedures for department operation.
- Oversees department schedule, time and attendance issues; assuring staff coverage for all shifts.
- Responsible for generating, distributing and maintaining relevant department reports to assist management with tracking of performance indicators.
- Assures that quality assurance monitoring is conducted on data produced by department staff, assuring accuracy, thoroughness and compliance. Responsible to track, trend, edit reports for completeness and identify areas for continued performance improvement.
- Demonstrates ongoing competency skills including age-specific competencies, above level problem solving skills and decision-making abilities. Ability to communicate verbally with all levels of associates, management physicians and with patients.
Patient Access Representative – January 2020 to August 2020
Accomplishments
- Unassisted closing/opening of imaging clinics
- Excellent attendance and flexibility for last-minute staffing shortages
- Provided cross-functional support to other departments experiencing shortages during the onset of the COVID-19 pandemic
Job Description
- Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures with a 98% accuracy rate. Maintaining departmental productivity standards.
- Interviews patients and/or their representative to obtain personal/demographic information or verify information already on file, including contact, emergency numbers and insurance information. Documents appropriate information on the computer system based upon department documentation standards.
- Verifies that patient has been properly identified to prevent multiple medical record numbers campus wide, attaining a 98% accuracy rate. Maintaining departmental productivity standards.
- Accurate and timely deployment of legal, ethical and compliance consent forms and documents. Initiates the Advance Directive process and ABNs when applicable.
- Initiate, obtain and/or update verification and pre-certification as appropriate for patient services for each patient account registered.
- Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor and documents using the computer systems based upon department documentation standards
- Maintains daily productivity goals and key performance indicators.
- Works in a collaborative manner with peers and ability to communicate verbally with all levels of associates, management, physicians and patients.
- Demonstrates ongoing competency skills including age-specific competencies, above level problem solving skills and decision-making abilities.
- Knowledge of various regulatory agencies: JCAHO, Medicare/Medicaid Laws, State & Federal Laws, Hospital/Departmental Policies.
Customer Service Agent (hybrid), Ninja Star Photography – July 2019 to July 2021
Photography company specializing in on-site photo shoots for martial art studios.
- Manage multi-platform communications with over 200 client accounts and their customers
- Satisfy customer service tickets in a timely manner
- Work in a collaborative manner with design, data entry and photography departments
- Assemble and ship pre-event materials to client accounts
- Cross-check, finalize and submit print orders
- Create/manage online registration forms for customer scheduling
- Facilitate orders and payments during on-site photography events
Reservation Agent (remote), Revolution Consulting – May 2019 to January 2020
You know those chat bots on websites where you can ask for help? I was one of those, for martial art schools. I helped answer general questions, schedule initial introductory appointments, follow up on leads, confirm appointments, etc. Knowing first-hand how much work this saves on-site staff made this position especially rewarding.
- Manage multi-platform customer chat requests for over 20 client accounts
- Provide specific program, pricing and scheduling information unique to account
- Respond to comments and questions received via Social Media
- Schedule, confirm and follow-up customer appointments
- Work in a collaborative manner with other agents, managers, and clients
Front Desk Receptionist, Lane Community College – September 2017 to December 2017
Recently received my GED and was looking for some extra income to help my college tuition. Despite having worked for over nearly 20 years, this was the first time I had to compile a resume and sit for an interview!
- Greet visitors in a positive and professional manner
- Facilitate registration for community classes and student exam proctoring
- Manage cleanliness of classrooms and common areas
- Assist with network connectivity difficulties
- Manage scheduling of conference and study rooms
- Work in a collaborative manner with co-workers, supervisors, instructors and partnering organizations
Program Facilitator (contract), Bridgeway House – October 2016 to December 2018
Bridgeway House is a school in Eugene, Oregon specializing in helping students who are on the Autism Spectrum. I was hired to teach an adaptive martial arts program in conjunction with their sexuality, personal safety, and hygiene education program. This was a fantastic experience to see how effective martial arts was in assisting skill acquisition for middle/high school-aged students.
- Developed customized martial arts training program in coordination with Sexual Health curriculum for students with Autism Spectrum Disorders (ASD)
- Collaborated with Bridgeway House staff and student families to formulate learning objectives and outcomes relevant to individual students and their ability
- Developed and provided multi-modal training and support materials
- Facilitated classes on-site requiring specialized training equipment and staff
- Conducted regular skill assessments and additional supportive measures if needed
Owner/Chief Instructor, Lauraine’s ATA Martial Arts – March 2004 to April 2019
My ‘meat and potatoes’ for 15 years. So many experiences, lessons and amazing people. #noregrets
- Multiple locations collectively serving over 1,000 students over a 15 year span
- Cottage Grove, Oregon (2004 – Current)
- Creswell, Oregon (2008 – 2012)
- Established and maintained business licensing, insurance coverage, tax filings and certifications in compliance with Oregon state law and the American Taekwondo Association (ATA)
- Established and managed vendor accounts for utilities, payroll, bookkeeping, facility equipment, inventory, point-of-sale systems, merchant processing, client account management and website development
- Developed and executed marketing plan to maintain monthly enrollment quotas utilizing client referrals, social media, trade shows, community events, school districts, and collaborations with national and local organizations
- Responsible for financial management and establishment of service pricing in regard to facility overhead, industry averages, and local demographics
- Conducted health interviews with new students with cognitive, behavioral and/or physical diagnoses to develop training plans to ensure their safety
- Collaborated with students’ medical and therapeutic teams to support health objectives
- Managed annual secondary insurance coverage per student in addition to submitting insurance claims in the event of student injury
- Responsible for staff recruitment, development of training materials, facilitation of training sessions, weekly staff meetings and corrective/termination measures
- Ensured instructional staff kept CPR, teaching, tournament judging certifications, and background checks up to date
- Facilitated year-round leadership training program to over 100 members emphasizing the development of communication, presentation, public speaking and goal-setting skills
- Conducted weekly, interdepartmental skill assessments with follow-up adjustments and support if required
- Conducted financial interviews with clients to ensure rates, methods and additional costs were explained and to offer reduced costs/flexible terms if needed
- Established scholarship program to support low-income/at-risk families
Website Designer, Freelance – January 2001 to December 2013
Decided to teach myself HTML so I could create a website for the martial art schools I was working at. Overtime, other business owners I knew needed help getting a basic website up, which I did utilizing WYSIWYG-based programs.
- HTML
- Cottage Grove ATA Black Belt Academy
- Elkton ATA Black Belt Academy
- WYSIWYG (Wix.com)
- Albany ATA Martial Arts
- Corvallis ATA Martial Arts
- Douglas County ATA Martial Arts
- Battery Pros
- The Office Nanny
- Lane County CPR
Project Manager, Shipes Shooter Photography – January 2000 to February 2000
I was getting interested in film production, and interned at my cousin’s business in Dallas for a month. I styled hundreds of shoes, learned that the food we shoot isn’t edible after the food stylists are done with it, and discovered that Macs are the best computers in the world. When I got back home, I literally screamed in the middle of a WalMart when an ad I worked on was in the middle of a Martha Stewart Living magazine.
- Assisted with nationwide ad campaign for Kraft, Bimbo Bread, and Foot Locker
- Managed expense tracking
- Provided additional assistance and hospitality to corporate representatives
- Work in a collaborative manner with crew members, photo lab technicians, and clients
- Ensured cleanliness of studio at all times
- Prop inventory management/organization
Waitress, Tomaselli’s Pastry Mill & Cafe– December 1999 to December 2001
If you’re ever heading to the Oregon coast and pass through Elkton, be sure to stop here and grab a coffee and a pastry called an “Elk Claw”. Yup, they’re still open! No, you won’t regret it! The owner’s name is Marty, tell him I said hi. 🙂
Front of House
- Greet & serve guests
- Quickly address and solve customer complaints in a friendly manner
- Merchandise Sales
- Restroom/Dining room cleaning
- Bussing
Back of House
- Daily food prep
- EOD Kitchen Cleaning
- POS System Management/Reconciliation
Manager/Head Instructor, Koch’s ATA Black Belt Academy – May 1999 to February 2004
- Multiple locations served
- Elkton, Oregon (1999-2000)
- Veneta, Oregon (1999-2000)
- Eugene, Oregon (1999-2000)
- Cottage Grove, Oregon (2000-2004)
- Responsible for opening/closing/facility maintenance
- Instructed group classes for students aged 3 to adult
- Recorded student attendance, progress reports and rank promotions
- POS System Management/Reconciliation
- Facilitated new student enrollments & membership upgrades
- Inventory management & client orders
- Organized and executed community events (parades, demonstrations, info booths, show & tell events)
Waitress, Roadkill Grill – January 1998 to December 2000
Friends of my parents decided to open a restaurant in a small town and recruited my sister and I to help. A popular stop for tourists on their way to the Oregon coast, it developed a small cult following. We would serve sweet cornbread sticks made from antique cast iron molds with whipped honey butter while guests reviewed the menu (mostly BBQ and burgers). The fried zucchini appetizer was my favorite!
Front of House
- Greet & serve guests
- Quickly address and solve customer complaints in a friendly manner
- Merchandise Sales
- Restroom/Dining room cleaning
- Bussing
Back of House
- Daily food prep
- Expeditor
- EOD Kitchen Cleaning
- POS System Management/Reconciliation
Other
- Designed the labels for their in-house wine blends made in collaboration with a local winery. “Just Dead Red” and “Caught in the Lights White” were very popular.
Store Manager, Elkton Hardware – January 1998 to December 1999
My parents started a hardware store shortly after we moved to Oregon when I was a teenager. While they were busy renovating the farm or making supply runs, my sisters and I held the shop down. I was the oldest, so if anything went wrong it was obviously my fault. 🙂 It was in a building that used to be a movie theater back in the 1930’s. I once found an old poster for “Seven Brides for Seven Brothers” hidden in the walls and felt like I had discovered treasure!
- Ensure friendly and helpful customer service
- Responsible for opening/closing, & facility cleanliness/upkeep
- POS System Management/Reconciliation
- Inventory Management of various tools, hardware items and animal husbandry products
- Demonstrate basic knowledge of products to assist customer inquires
- Key-making
SOFTWARE
- Staff/Customer Management
- Salesforce (basic)
- Epic Systems (basic)
- PerfectMind (intermediate)
- Spark Membership (intermediate)
- ZenPlanner (intermediate)
- Project/Ticket Management
- Asana (intermediate)
- Monday (intermediate)
- Jira (basic)
- Freshservice (basic)
- Communication
- Slack (intermediate)
- Avochato (intermediate)
- AgoraPulse (basic)
- Office Suites
- Google Workspace (advanced)
- MS Office (intermediate)
- LMS
- Absorb (intermediate)
- Northpass (intermediate)
- Other
- WordPress (basic)
- QuickBooks (intermediate)
- Adobe Acrobat Pro DC (intermediate)
EDUCATION
Bachelor of Science, University of Texas at Dallas – In progress
- Institutional GPA: 3.50
- Neuroscience Major – Research tract
- Spring 2021: PSY 2317 – Statistics for Psychology; A+
- Spring 2021: NSC 3361 – Introduction to Neuroscience; B
- Member, National Society of Leadership and Success
- Comet Transfer Scholarship Award, Spring 2021
Associates of Science, Dallas College – Completed August 2020
- Institutional GPA: 3.66
- Academic Recognition: Fall 2019 Semester (4.0 GPA)
- Fall 2019: PSYC 2301 – General Psychology; A
- Summer 2020: BCIS 1305 – Business Computer Applications; A
- Summer 2020: MATH 1316 – Plane Trigonometry; B
- Member, Phi Theta Kappa Honor Society
Associates of Science Coursework, Lane Community College – Fall 2017 to Spring 2019
- Institutional GPA: 3.888
- Fall 2017: BI 101K – Intro to Genetics; A+
- Fall 2017: EL 115 – Effective Learning; A+
- Fall 2017: WR 121 – Academic Composition; A+
- Winter 2018: WR 227 – Technical Writing; A+
- Fall 2018: CH 221 – General Chemistry I; B+
- Winter 2019: CH 222 – General Chemistry II; A-
- Presidents List Award (4.0 GPA)
- Fall 2017 Semester
- Winter 2018 Semester
- Member, Sigma Alpha Pi Honor Society
- US Bank Scholarship Recipient
GED, Lane Community College – Completed June 2017
- 92nd percentile in language arts
- Letter of recognition from Adult Basic and Secondary Education (ABSE) department
LEADERSHIP
- Klemmer Leadership & Character Development
- Advanced Leadership Seminar, 5-day Course – May 2017
- Personal Mastery, 2-day Course – March 2017
- Family Relief Nursery – Cottage Grove, Oregon
- Board of Directors, President Elect – November 2017 to February 2018
- Shoreview Meadows Cooperative – Cottage Grove, Oregon
- Board of Directors, Interim Treasurer – December 2016 to December 2017
- Cottage Grove Artwalk
- Board of Directors – January 2015 to December 2015
- Team PRIDE Inc./University of Oregon
- Fundraising collaboration for martial art scholarships – January 2011 to January 2019
- South Lane Wheels – Cottage Grove, Oregon
- Board of Directors, Treasurer – 2010-2011
- Ford Institute Leadership Program
- South Lane County – 2010
- H.U. Lee Memorial Foundation
- Gala Event Committee – January 2010 to January 2013
- Autism Speaks
- Volunteer Lobbyist, Washington D.C. – January 2005 to December 2006
- American Taekwondo Association (ATA)
- Regional Assistant Tournament Director, 2004-2018
- Regional Instructor Certification Facilitator, 2008-2019
- Leadership Program Facilitator, 2004-2019
AWARDS
- American Taekwondo Association (ATA)
- Master Instructor (October 2021)
- 6th Degree Black Belt (July 2019)
- 19X State Champion (2008-2022)
- 8X District Champion (2013-2018)
- 3X Regional Appreciation Award Recipient
- Amazon.com
- Best-Selling Author, “BULLYPROOF: Unlock the Hero Inside Your Kid Vol. 1” – 2015
- City of Cottage Grove, Oregon
- Mayoral Appreciation Award – January 2008