Baillargeon Michelle Email & Phone Number

Springfield, Ma, Us

Springfield, Massachusetts, United States

As Project & Technical Manager with the Baystate Health I am managing and leading the Contact Center in contemporary projects and initiatives. My focus is to implement and drive adoption of modern technical enhancements that integrate and improve staff work flows and patient experience. During my leadership, serving for 8 years as a Director, including Director of the Contact Center I was intrigued and enlightened by the potential benefits and opportunities that are available to empower and change how we deliver health care.Working as a key partner through the implementation of Kyruus Provider Match for Consumers and Access Centers, and direct book I have seen the benefits for agents, providers and patients of utilizing well thought out technology. This along with other initiatives has motivated me to want to dedicate my attention on aligning applications that will benefit our organization and the patients we serve. I have found my passion and purpose in improving patient’s healthcare experiences and leading our teams to imagine what is possible and making it a reality.

Baystate Medical Center

In November 2016, I expanded my scope to include leadership of our contact center with a focus on Primary Care, Community Health Centers, Women's Health, Pediatric Specialty, Infectious Disease, Endocrine, Pulmonary and quality and analytics team. Partnering with stakeholders our focus is to improve utilization and access to care for the patients in the community which we support. Average daily incoming calls 10,000 +. We are leaders in innovation specific to integrated regional contact centers for large non-profit healthcare organizations. Through a partnership with Kyruus we have created a source of truth database which integrates with our find a provider and Kyruus's Provider Match Access Center for improved quality in booking accuracy. This recent project has allowed us to focus on improving access to care by maximizing provider utilization and scheduling patients with the right provider on the first visit. Quality customer service continues to be a driver for creating a higher state of caring . We developed a 5-star customer service program, measurable call standards, valuable integrated call monitoring and coaching to increase patient satisfaction. Together with my partners we inspire and motivate 206 staff members to make a positive first impression into our healthcare organization.

Holyoke, Massachusetts

Responsibilities include directing, motivating and inspiring teams that are committed to improving performance when it comes to providing exceptional quality and customer service in healthcare. Responsible for oversight of the development and implementation of call monitoring program in large healthcare call center which will empower service representatives to be creative, responsive, aim for single call resolution and deliver on the service promise of our organization, "together we deliver a higher state of caring". Provides direction to the team who is implementing adult coaching for improved performance through appreciative inquiry and positive phrasing enhancing every interaction and resulting in positive outcomes and relationships. Directing the gathering, measuring & reporting of data that demonstrate provider availability, utilization, call center service levels, volumes and agent statistics allows tracking for success and identifying opportunities for improvement.Leads the command center operations, system administrator for I3 technology and Referral services operations assuring staff, customers, partners and community are informed and receive excellent service consistently from our staff.

Baystate Medical Center

Michelle has over 30 years of healthcare experience in outpatient specialty practice, ancillary services, call center management, customer service, access to care and utilization management. In her position as director, Michelle has implemented a new innovative service partnering with physician liaisons and the specialty practices to deliver a higher state of caring to the community and all providers, improving access to care.Her strategic focus and related operational responsibilities include supporting Baystate Health financial targets through focused growth of referrals, improved access to our specialists through the efficiency of operations which fosters increased access and highly satisfied referring physicians that fosters a culture of on-going engagement and loyalty with the specialists.

As a Manager in Access Services call center my responsibilities included creating policies, managing intraday operations, fostering and maintaining relationship with practice leadership and key stakeholders to effectively provide support services to 12 specialty practices and 20+ ancillary departments. I also was the project lead and facilitating manager for our department’s communication committee, which sought out resolution to work place concerns and issues and organized annual department celebrations for 200+ staff. In addition, we created a Service Promise and true north for all of the employees within the call center to know their value and worth to the organization and the customers they supported.

Springfield, Massachusetts Area

As a unit clerk I worked in all of the inpatient departments within the hospital covering the desk on the floor. Responsibilities included transcribing doctor orders, completing lab slips, placing orders for radiological exams, and transferring the medication orders to the med cards.We filled out lab slips, delivered specimens to the lab and documented vitals in the patients charts.I had transferred to the OR and was responsible for scheduling surgeries for 7 OR rooms, endoscopy procedures, minor surgeries and covered the daystay/post op desk and assisting with scheduling and departures.I answered the patient call bells, and handled any task that was within my ability. I would often transport patients, assist in feeding patients, rocking babies, and comforting a lonely or scared child.

Bachelor- Summa Cum Laude, Health/Health Care Administration/Management

Education record