1. RACHELL L HENRY
12807 NE 117th Cir
Vancouver, WA 98682
Phone: 503-319-9865
E-mail: rachell.henry@outlook.com
Objectives
Experienced Manager/Supervisor working in an Ambulatory Care setting with a background of
managing represented staff (SEIU and OFNHP). Demonstrates strength in performance and change
management with employees and teams to deliver excellent customer service and exceptional ability
to manage change management to build people’s potential for success. Highly organized in project
management.
Key Expertise
Excellent Interpersonal Skills Outstanding Communication (written and verbal)
Dental/Medical Terminology Problem-Solving
Issue Resolution Change Management
HIPAA/Sox Regulations CIDARS
HealthConnect/Axium/CMS/MySchedule Microsoft Office (Word, Excel, PPT, Visio)
Aspect Empower/eWFM/Infoview/VAD SharePoint/Bluegate/OneLink
Performance Management Facilitation (Issue Resolution)
Extensive Hiring Experience Highly Organized
Managing Labor Employees Business System(s) Support
Change Agent Coach/Trainer
Project Management/Coordination Problem Solver
Facilitator
Experience
KAISER PERMANENTE – Portland, Oregon
Team Supervisor (August 2012 – current)
 Responsible for Patient Care Access Management and Mental Health and Addiction
Medicine call center overseeing a culturally diverse team of 32+ operating 24hrs, 7days a
week.
 Increased employee engagement as evidenced by People Pulse Work Unit Index from 34% in
2012 to 74% in 2013
 Implemented Mental Health and Addiction Medicine Message Management in March 2013

2.  Provided oversight of the move to the Regional Contact Center and Tanasbourne Regional
Contact Center.
 Provided oversight of the “MySchedule” roll out for Primary Care Access Management in
March 2014
 Improved staff performance from 2012 to 2013.
- 41% increase in Service Level (37% in 2012 to 78% in 2013)
- 14.2% decrease in Call Abandonment Rate (19.8 in 2012 to 5.6 in 2013)
 Reduced Absenteeism: Improved Attendance by 30% in 2013
 Managed annual department budget of $4,000,000
 Overseen daily operations and human resource issues
 Resolved disputes between members, providers, represented staff (SEIU), health plan
leaders, etc. by defusing and resolving conflicts associated with fees, treatment, and
customer service in emotionally charged situations.
 Responsible for onboarding, training, educating, and implementing new and current policies,
procedures and scope of practice with staff
 Supported in Mental Health and Addiction Medicine by sharing best practices, creating and
engaging support in discoveries and corrective actions, covering vacations, ill call-in, and
staying unified on delivering exceptional care to our members.
 Worked directly with members, labor and health plan leaders, along with providers in
disseminating complex information verbally and written. (1:1, multi-disciplinary groups, etc.)
 Hiring
KAISER PERMANENTE – Vancouver, Washington
Dental Office Manager (January 2011 – August 2012)
 Managed 47+ SEIU and OFNHP employees in roles of Dental Assistant, Dental Member
Assistant, Dental Hygienist, and Dentists Credentialing, while working with Permanente
Dental Associates
 Coached and developed staff into successful roles. Result was an increase in patient
satisfaction of 28% which created a 30% decrease in patient complaints
 Decreased patient waitlist by 60%
 Lead UBT’s (Unit Based Teams for represented staff) to level 4 (out of 5) performance and
facilitated Unit Base Team/Staff meetings
 Featured in Newswire (company newsletter) for innovated ways of celebrating and
recognizing staff
 Created and maintained weekly schedules for the Dentists, Hygienists, Dental Assistants,
Dental Member Assistants, and Fee & Benefits Specialist
 Supported Longview and Salmon Creek Dental Offices by sharing best practices
 Conducted employee, patient, and provider daily and monthly rounding
 Managed labor and supply budget and FTE’s
 Built, ran, and balanced DIME reports
 Hiring Manager for dental assistants, dental hygienists, and support staff
KAISER PERMANENTE – Vancouver, Washington
Dental Office Supervisor (April 2006 – December 2010)

3.  Managed 26 SEIU employees and oversaw 13 OFNHP employees in roles of Dental Assistant,
Dental Member Assistant, Dental Hygienist, and Dentists Credentialing, while working with
Permanente Dental Associates
 In 2007-2009, aligned with the 5 strategic pillars, and became the #1 performing team in the
dental program by meeting dashboard measures that lead to their highest payout.
 Reduced Absenteeism by 40.6% in 2008: Received recognition from the NW Region
 Overseen the implementation of Axium (dental system application)
 Lead team in minimizing prophylactic cleanings with implementation of “Ghost” to reduce
hygiene waitlist by 60%
 Managed labor budgets and supply budgets of $3,000,000
 Lead UBT’s to a level 5 performance and facilitated Unit Base Team/Staff meetings
 Created and Maintained weekly schedules for the Dentists, Hygienists, Dental Assistants,
Dental Member Assistants, and Fee and Benefits Specialist
 Supported Longview and Salmon Creek Dental Offices by sharing best practices
 Conducted employee, patient, and provider daily and monthly rounding
KAISER PERMANENTE – Longview, Washington
Lead Dental Member Assistant (May 2002 – April 2006)
KAISER PERMANENTE – Portland, Oregon
Lead Dental Member Assistant in the call center (October 1999 - May 2002)
KAISER PERMANENTE – Hillsboro, Oregon
Orthodontic Dental Assistant (December 1996 – October 1999)
Education
 University of Phoenix – Portland, Oregon, MBA (Graduation 5/2017)
 University of Phoenix - Portland, Oregon, Bachelor’s in Business Management
 Green Belt Six Sigma – Passed test and project in process.
 College America – Portland, Oregon, Graduated 1995
- Expanded Functions Orthodontic Assistant and X-ray Certificate
Other Skills and Certificates
 9+yrs management experience, safety committee representative, conducted cash audits and
environmental rounds, managed OSHA logs, conducted quarterly ergonomic evaluations,
developed miscellaneous quantitative/qualitative reports for UBT’s and senior leadership,
labor steward for Local 49
 Project Management 301, Project Management 100, Facilitative Leadership, and Change
Management Certificates through KP Learn, Great Leaders, Great Teams, and Great Results,
Crucial Accountability, and Facilitated Leadership