Rande Couch

Led benefits communications, onboarding, and implementation strategy for 3,000+ employees, managing department operations and a direct report. Executed end-to-end Open Enrollment, developed training and communication resources, and served as a primary liaison to resolve complex benefits issues while maintaining confidential employee information.

Directed daily operations for a fast-paced healthcare practice with a 17-person team, overseeing scheduling, onboarding, staffing, and client experience. Built onboarding and training documentation that reduced the new hire timeline by one month and supported operational growth through metrics and weekly executive coaching.

Directed onboarding and implementation operations for 650+ volunteers across 6 campuses, coordinating timelines, compliance requirements, and cross-functional communication. Developed and delivered onboarding training and step-by-step resources, tracked onboarding progress using CRM and reporting tools, and supported placement and transitions with stakeholders.

Coordinated academic promotion processes for 500+ faculty members, ensuring documentation completeness, compliance with institutional guidelines, and adherence to deadlines. Managed physician and faculty communications, maintained confidential faculty records, and supported promotion workflows by resolving documentation issues.

Managed high-volume insurance prior authorizations and precertification requests for pediatric surgeries to prevent delays in patient care. Communicated authorization outcomes to patient families, educated them on financial responsibility, and maintained detailed documentation within the electronic medical record in accordance with HIPAA confidentiality standards.

Oversaw in-person and phone scheduling across 27 outpatient specialty clinics, verifying registration and insurance details in a high-volume environment. Provided exceptional front-desk support during check-in for 100+ patient interactions weekly, ensuring accurate intake and clear communication between patients and internal teams.

Earned a Master of Health Administration (MHA) with a focus on Health Administration from Park University.

Earned a Bachelor of Arts (BA) in Communications from the University of Missouri Kansas City.