Jessica Daniels
Mount Washington
Summary
Results-driven healthcare operations professional with over 15 years of experience leading teams, enhancing workflows, and championing patient-centered care within dynamic healthcare settings. Proven expertise in scheduling operations, employee development, performance management, quality assurance, and healthcare systems administration. Strong foundation in KPI monitoring, process improvement, compliance, and cross-functional collaboration supports a commitment to operational excellence. Recognized for fostering positive team cultures, streamlining processes, and delivering outstanding customer and patient experiences.
Overview
30
30
years of professional experience
Work History
Centralized Scheduling Supervisor – Specialty Team
Lifepoint Health/ Access Point
Louisville, KY
11.2020 - Current
- Lead daily operations for inbound and outbound scheduling teams in a high-volume healthcare environment.
- Audit and approve bi-weekly employee timesheets using Kronos/UKG systems.
- Perform and review audits utilizing Excel and Power BI.
- Collaborate with physician organizational leadership to design, implement, and improve inbound scheduling workflows.
- Monitor and analyze KPIs including scheduling accuracy, protocol adherence, wait times, and abandonment rates to improve operational efficiency and patient satisfaction.
- Set team performance goals and coach employees toward achieving operational and service excellence objectives.
- Conduct call monitoring, employee coaching, training, corrective actions, and performance evaluations to strengthen team performance and accountability.
- Host monthly staff meetings and individual employee evaluations.
- Develop and maintain accessible training tools, support materials, and protocol updates.
- Promote continuous improvement and a positive team-oriented culture.
- Provide constructive feedback to enhance team operations and employee performance.
Physical Therapist Assistant
SELECT REHABILITATION, INC.
Mt. Washington, KY
08.2013 - 06.2020
- Served as Interim Program Manager.
- Provided patient support while maintaining accurate and confidential records.
- Assisted with treatment plans and collaborated with physical therapists to update patient plans of care and goals.
Physical Therapist Assistant - Full Time
Genesis Rehab / Brownsboro Hills Healthcare Center
Louisville, KY
08.2012 - 12.2013
Physical Therapist Assistant - PRN
NORTON HEALTHCARE
Louisville, KY
07.2010 - 12.2013
Physical Therapist Assistant - Full Time
FRAZIER REHAB
Louisville, KY
06.2010 - 12.2013
Marketing Coordinator & Administrative Assistant
NOLAN & NOLAN, INC.
Louisville, KY
01.1999 - 01.2008
- Developed and designed bid proposals in PowerPoint for construction and renovation projects.
- Collaborated with architects, engineers, contractors, and designers to support proposal strategies and project implementation.
Claims Representative & Medicare Reconciliation Specialist
HUMANA, INC.
Louisville, KY
01.1996 - 01.1999
Education
Associate Degree - Applied Science
Jefferson Community & Technical College
Louisville, KY05-2010
High School - undefined
Floyd Central High School
Floyds Knobs, IN05-1994
Skills
- Healthcare Operations & Scheduling Management
- Team Leadership & Staff Development
- Performance Metrics & KPI Analysis
- Process Improvement & Workflow Optimization
- Customer Service & Patient Experience
- Quality Assurance & Compliance
- Training, Coaching & Performance Management
- HIPAA Compliance & Confidentiality
- Data Reporting & Operational Analysis
- Cross-Functional Collaboration
- Team Leadership & Performance Management
- Coaching, Training & Employee Development
- Customer Service & Conflict Resolution
- Change Management & Workflow Improvement
- Quality Assurance (QA) & Performance Monitoring
- Workforce Management Systems: Kronos, UKG, Verint, Oracle, Five9
- Healthcare & Data Systems: NEDSS, REDCap, EMR, EPIC, Athena
- Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
- Collaboration Tools: SharePoint, OneNote
- Data & Reporting: Power BI, Intro to Data Analysis
- Business Analysis & Process Management
- Canva & Digital Design Tools
Timeline
Centralized Scheduling Supervisor – Specialty Team
Lifepoint Health/ Access Point
11.2020 - Current
Physical Therapist Assistant
SELECT REHABILITATION, INC.
08.2013 - 06.2020
Physical Therapist Assistant - Full Time
Genesis Rehab / Brownsboro Hills Healthcare Center
08.2012 - 12.2013
Physical Therapist Assistant - PRN
NORTON HEALTHCARE
07.2010 - 12.2013
Physical Therapist Assistant - Full Time
FRAZIER REHAB
06.2010 - 12.2013
Marketing Coordinator & Administrative Assistant
NOLAN & NOLAN, INC.
01.1999 - 01.2008
Claims Representative & Medicare Reconciliation Specialist
HUMANA, INC.
01.1996 - 01.1999
High School - undefined
Floyd Central High School
Associate Degree - Applied Science
Jefferson Community & Technical College