Katrina McKoy
Elizabethtown
Summary
Healthcare operations leader with extensive experience in managing EMR access and medical record retrieval. Successfully led teams in optimizing workflows and improving project outcomes while enhancing operational performance across departments.
Overview
10
10
years of professional experience
Work History
Dedicated Client Service Manager
UnitedHealthcare
11.2023 - Current
- Lead operations and coordinate retrieval workflows
- Manage multiple projects and mitigate risks
- Communicate updates and resolve issues
- Build strong relationships and trust with leaders and peers across the organization.
Customer Service Representative Lead
UnitedHealthcare
09.2020 - 11.2023
- Supervised team performance
- Managed workload and coached staff
- Led customer service team in resolving complex client inquiries.
- Trained new representatives on service protocols and systems.
- Developed training materials to enhance team knowledge and performance.
- Participated in recruitment activities such as job fairs, interviewing candidates, making hiring decisions.
- Implemented changes in policies or procedures as directed by upper management.
Medical Records Director
Pruitt Health – High Point
03.2016 - 01.2021
- Oversaw EMR access and workflows
- Directed staff and improved efficiency
- Managed medical records for patient information accuracy and compliance.
- Implemented electronic health record systems to improve data accessibility.
- Conducted regular training sessions for new staff on medical records management systems and procedures.
- Researched complex cases requiring additional investigation into patient histories.
- Utilized a variety of software programs such as EHRs and Medical Record Indexing Systems to access patient data quickly and accurately.
Medical Records Director
Camden Health & Rehab
03.2018 - 09.2020
- Supervised medical records staff, ensuring adherence to health regulations and standards.
- Developed and maintained procedures for medical records management, enhancing efficiency in storage, retrieval, retention, and destruction processes.
- Managed EMR and retrieval processes
- Oversaw the maintenance of electronic health records systems.
- Led compliance initiatives and training programs, fostering a culture of regulatory adherence and staff competency.
- Supervised daily operations and workflow efficiency across multiple departments.
- Trained new employees on medical records policies and software usage.
- Ensured accurate documentation of authorized information extracted from medical charts.
- Facilitated ongoing record review and reported results to quality improvement committee.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
Education
Graduate Certificate - Health Informatics
University of Phoenix
Tempe, AZ08-2024
MBA - Healthcare Administration
South University Savannah
GA05-2023
MBA -
South University
High Point, NC05-2014
Bachelor of Science - Family Studies Early Education Child Development
North Carolina A&T State University
Greensboro, NC05-2008
Skills
- Client Needs Assessment
- Service Delivery Planning
- Project management
- Team Coordination
- Stakeholder Communication
- Issue Resolution
- Customer Satisfaction
- Training & Coaching
- Process Improvement
- Process Optimization
- Excel proficiency
- EMR access
- EPIC systems
- Regulatory Awareness
- Client Reporting
Timeline
Dedicated Client Service Manager
UnitedHealthcare
11.2023 - Current
Customer Service Representative Lead
UnitedHealthcare
09.2020 - 11.2023
Medical Records Director
Camden Health & Rehab
03.2018 - 09.2020
Medical Records Director
Pruitt Health – High Point
03.2016 - 01.2021
Graduate Certificate - Health Informatics
University of Phoenix
MBA - Healthcare Administration
South University Savannah
MBA -
South University
Bachelor of Science - Family Studies Early Education Child Development
North Carolina A&T State University