Managed 70 employees through training, evaluation, and overall performance within three large hospital departments including: 24-hour Support Services Call Center, providing assistance to internal Albany Medical Center departments including Parking and Mail/Courier Service, Patient Transportation, Environmental Services (EVS), Housekeeping, Facility Maintenance, Environmental Health and Safety, and Phlebotomy Patient Transportation Department, provides transport of inpatients to various in-house clinics for clinical procedures Hospitality Service Department comprised of information desk and greeter staffTrained incoming staff on department proceduresAttended regularly scheduled meetings with various department heads for quality improvement purposesResponsible for direct rounding with nurse managers, employees, and patients to assist in improvement of patient careMember of LEAN initiatives team working together to establish process improvement to reach future hospital goalsAssisted in reducing substantial monetary and manpower cost to Albany Medical Center through development, training, and implementation of hospital wide bed tracking system

Provided quality customer serviceProcessed and filled customer prescriptions while maintaining federal HIPAA regulationsHandled pharmacy billingResponsible for product ordering as needed

Call Center Supervisor for New York State Medicaid Part D programSubject Matter Expert (SME) supervisory support for Call Center employees as well as direct assistance with on phone supportSupervised staff and worked with Team Leaders to ensure maximum phone coverage in order to provide highest quality customer servicePerformed weekly call monitoring sessions of Call Center employees for education and customer service auditing