Chels Blake
Minneapolis
Summary
Strategic healthcare operations leader with extensive experience in patient access, call center management, business services, and hospital registration across large multi‑site systems. Proven track record of building high‑performing teams, streamlining workflows, and driving measurable improvements in accuracy, patient experience, and regulatory compliance. Advanced proficiency in Epic workflows, KPI management, and cross‑functional collaboration with clinical, revenue cycle, HR, and compliance partners. Known for strengthening operational efficiency, elevating service quality, and leading continuous improvement initiatives that support organizational goals.
Overview
2027
2027
years of professional experience
Work History
Manager, Patient Registration
North Memorial Health Hospital
Robbinsdale, MN
2025 - Current
- Lead daily hospital registration operations for a 24/7 department, supervising 3 supervisors, 5 financial advocates, and 50+ staff to ensure accurate and timely patient access.
- Drive patient advocacy initiatives and service‑excellence efforts that reduce barriers to care and enhance the patient experience.
- Analyze KPIs (POS collections, MOON/IMM compliance, accuracy, wait times) to identify trends and implement targeted operational improvements.
- Ensure compliance with CMS regulations, payer requirements, and organizational policies while maintaining fiscal accountability for cost center budgets.
- Collaborate with revenue cycle, nursing, and clinical leaders to streamline access workflows, improve billing accuracy, and support continuous improvement using Epic dashboards and reporting tools.
- Facilitated conflict resolution among team members to maintain a positive work environment.
- Oversaw budget management initiatives, ensuring cost-effective solutions without compromising quality of care.
Supervisor, Business Imaging Services
Fairview Health Services
Saint Paul, MN
2024 - 2025
- Directed call center operations for imaging scheduling across multi‑site hospitals and clinics, ensuring consistent, high‑quality patient access.
- Led quality initiatives that improved scheduling accuracy, reduced errors, and elevated the patient experience.
- Managed critical KPIs (NR, AHT, ACW, service levels, adherence) and delivered data‑driven recommendations to improve efficiency and performance.
- Mentored and developed staff to strengthen engagement, accountability, and service responsiveness across the team.
- Streamlined scheduling workflows and optimized resource allocation to reduce bottlenecks and improve throughput.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Business Services Supervisor
Allina Heath Clinics
Maplewood & Vadnais Heights, MN
2022 - 2024
- Configured and maintained accurate scheduling templates in Epic for providers and nursing personnel, enhancing operational effectiveness.
- Managed front desk and referral specialists, implementing coaching strategies and performance support to elevate operational standards.
- Executed quality audits to ensure compliance with standards and enhance operational efficiency.
- Oversaw KPI monitoring, focusing on wait times, accuracy, referral turnaround, and satisfaction metrics.
- Coordinated scheduling and staffing to optimize clinic efficiency and patient flow.
- Led staff training initiatives, improving team performance and service delivery across multiple departments.
Supervisor, Contact Center
Allina Health Customer Experience Center
Coon Rapids, MN
2019 - 2022
- Advanced from Customer Service Representative to Lead Representative, ultimately achieving role of Contact Center Supervisor at Allina Health's Customer Experience Center.
- Supported call queues during peak volume times to enhance customer service experience and operational efficiency.
- Implemented coaching strategies and mentorship programs for a team of 25 agents, resulting in the achievement of both individual and corporate targets.
- Monitored and optimized daily call center workflows, focusing on real-time queue management to enhance service delivery.
- Supervised daily operations to ensure optimal customer experience and team performance.
- Trained and mentored team members on best practices in customer service protocols.
Education
Bachelor of Science - Business Administration
Metropolitan State University
Saint Paul, MN2023
Associate of Science - Paralegal Studies
North Hennepin Community College
Minneapolis, MN2013
Skills
- Patient Access & Registration Leadership — Oversight of front‑end operations that ensure accurate, timely patient intake
- Healthcare Scheduling Operations — Expertise in managing high‑volume scheduling workflows across multi‑site environments
- Epic Scheduling & Workqueue Management — Skilled in templates, workqueues, reporting, and optimization within Epic Cadence/Prelude
- Epic Reporting & Dashboard Utilization — Use of dashboards, RWB, and analytics to drive decisions and monitor performance
- Call Center Leadership & KPI Optimization — Management of service levels, AHT, adherence, and patient experience metrics
- Workflow Optimization & Process Redesign — Streamlining scheduling, registration, and access workflows to improve throughput
- Quality Assurance & Compliance Oversight — Ensuring accuracy, documentation standards, and regulatory alignment
- Staff Coaching & Performance Development — Building high‑performing teams through coaching, feedback, and accountability
- Workforce Forecasting & Staffing Models — Designing staffing plans for volume fluctuations and multi‑channel operations
- Cross‑Functional Collaboration — Partnering with clinical, revenue cycle, and operational leaders to remove barriers to care
- Change Leadership & Continuous Improvement — Leading initiatives that enhance efficiency, accuracy, and patient experience
Timeline
Manager, Patient Registration
North Memorial Health Hospital
2025 - Current
Supervisor, Business Imaging Services
Fairview Health Services
2024 - 2025
Business Services Supervisor
Allina Heath Clinics
2022 - 2024
Supervisor, Contact Center
Allina Health Customer Experience Center
2019 - 2022
Bachelor of Science - Business Administration
Metropolitan State University
Associate of Science - Paralegal Studies
North Hennepin Community College