Jamesetta Starks
Peachtree City
Summary
Motivated and dedicated professional with extensive expertise in team coordination, scheduling, and operational management within healthcare environments. Proven ability to oversee daily shift operations, collaborate with Workforce Management teams, and maintain optimal staffing levels using advanced tools such as Lawson Workforce Management and KPSchedule. Skilled in leveraging Epic Systems, KP HealthConnect, and EMR platforms to streamline appointment coordination and ensure real-time updates across care teams. Adept at supporting patient engagement through MyChart and resolving scheduling conflicts by partnering with internal departments, escalating system issues, and delivering timely resolutions aligned with Kaiser Permanente’s service standards. Recognized for analytical thinking, policy compliance, and a commitment to improving processes while fostering seamless collaboration in fast-paced settings.
Overview
13
13
years of professional experience
Work History
Independent Healthcare Provider
Livacious Luxury Personal Care Home
McDonough
01.2024 - Current
- Streamlined Patient Scheduling: Successfully managed appointment calendars for multiple providers, ensuring optimal time utilization and reducing patient wait times by implementing efficient scheduling protocols.
- Coordinated Multi-Channel Communication: Oversaw scheduling through phone, email, and electronic health record (EHR) systems, maintaining accuracy and timely updates for patient and provider availability.
- Optimized Workflow Efficiency: Developed and maintained scheduling templates aligned with provider preferences and clinic capacity, improving daily operations and minimizing scheduling conflicts.
- Delivered Exceptional Patient Support: Acted as the primary point of contact for appointment inquiries, rescheduling, and follow-ups, fostering positive patient experiences and adherence to care plans.
Customer Service Advocate
Verizon Wireless
Alpharetta
04.2018 - 12.2023
- Product Expertise & Client Education: Demonstrated expertise in Verizon’s full suite of products and services, providing accurate guidance and personalized solutions to meet customer needs and enhance satisfaction.
- Billing Accuracy & Issue Resolution: Managed complex billing and reconciliation processes, responding promptly to inquiries and resolving discrepancies to maintain account accuracy and build trust with clients.
- Customer Retention & Satisfaction: Proactively addressed customer concerns and account issues, leveraging strong interpersonal skills to retain loyal business and drive improvements in client experience.
- Cross-Functional Collaboration & Performance Excellence: Collaborated across multiple departments to resolve escalations and streamline workflows, consistently meeting and exceeding performance metrics while supporting organizational goals.
Team Manager
Chime Solutions (Kaiser Permanente)
Duluth
10.2016 - 04.2018
- Led Scheduling Operations with Advanced Systems: Utilized Epic Systems, KP HealthConnect, and EMR platforms to coordinate patient appointments, manage real-time updates, and ensure seamless access to records across care teams.
- Enhanced Patient Engagement and Self-Service: Supported members through MyChart for scheduling, test result access, and provider communication, driving improved patient satisfaction and adherence to care plans.
- Resolved Complex Scheduling Challenges: Collaborated with internal departments to troubleshoot conflicts, escalate system issues, and deliver timely resolutions aligned with Kaiser Permanente’s service standards.
- Directed High-Performance Call Center Team: Managed, trained, and motivated representatives to achieve operational goals, including 80% of calls answered within 60 seconds and a 95% quality score, while preparing schedules, monitoring timekeeping, and forecasting staffing needs.
HOME AUTOMATION & SECURITY MANAGER
AT&T Digital Life
Norcross
08.2012 - 09.2016
- Ensured Rapid Emergency Response: Acknowledged, verified, and dispatched life and property-related alarm signal notifications with precision, prioritizing critical situations to safeguard customers.
- Delivered Exceptional Customer Care: Demonstrated superior customer service and empathy while addressing inquiries, fostering trust and maintaining high satisfaction levels during urgent scenarios.
- Investigated and Resolved Complex Issues: Thoroughly researched customer concerns, prioritizing cases involving potential loss of life or significant property damage, and communicated timely updates through clear correspondence and memos.
- Led Training and Knowledge Development: Provided on-the-job training for new hires and served as a Subject Matter Expert for current staff, ensuring adherence to procedures and operational excellence.
Education
High School Diploma -
Lew Wallace High School
Gary, INCERTIFIED BILLING AND CODING SPECIALIST
Georgia Medical Institute
GACERTIFIED TRAINER
Nexxlinx
GeorgiaSkills
♦ Microsoft Word / Excel
♦ Scheduling & Calendar Management
♦ Reports & Documentation
♦ CERNER
♦ Quality Assurance & Accuracy
♦ Process Improvement & Optimization
♦ Customer Service & Call Center Operations
♦ Epic System
♦ Technical Support/ Mychart
♦ Team Collaboration & Cross-Functional Support
Timeline
Independent Healthcare Provider
Livacious Luxury Personal Care Home
01.2024 - Current
Customer Service Advocate
Verizon Wireless
04.2018 - 12.2023
Team Manager
Chime Solutions (Kaiser Permanente)
10.2016 - 04.2018
HOME AUTOMATION & SECURITY MANAGER
AT&T Digital Life
08.2012 - 09.2016
High School Diploma -
Lew Wallace High School
CERTIFIED BILLING AND CODING SPECIALIST
Georgia Medical Institute
CERTIFIED TRAINER
Nexxlinx