Brian Mucino Email & Phone Number

Rochester, Ny, Us

Rochester, New York Area

Leadership & Development: Provide leadership through mentoring, coaching, and support. Facilitate staff development and training aligned with organizational standards and service outcomes. Manage contact center performance metrics, ensuring team accountability.Process Improvement: Collaborate with the Sr. Director to implement practices that boost revenue, reduce costs, and enhance service quality. Lead initiatives for continuous process improvement and monitor customer service… Show more Leadership & Development: Provide leadership through mentoring, coaching, and support. Facilitate staff development and training aligned with organizational standards and service outcomes. Manage contact center performance metrics, ensuring team accountability.Process Improvement: Collaborate with the Sr. Director to implement practices that boost revenue, reduce costs, and enhance service quality. Lead initiatives for continuous process improvement and monitor customer service quality.Budget Management: Allocate resources to meet access and financial goals, overseeing and maintaining non-salary budgets.Strategic Execution: Implement departmental strategic, financial, and clinical priorities, focusing on improving access to care through efficient systems, processes, and customer service enhancements. Show less

• Developed and implement training strategies to assist current and new team members in learning new workflow processes• Onboard all new hires through the Ultimate Agent program, which allows a positive successful experience as they onboard and train• Provided supplemental Epic, Cerner and NextGen training guides to assist team members with different workflow tactics• Developed a seamless training curriculum for a state of the art phone software program, Interactive… Show more • Developed and implement training strategies to assist current and new team members in learning new workflow processes• Onboard all new hires through the Ultimate Agent program, which allows a positive successful experience as they onboard and train• Provided supplemental Epic, Cerner and NextGen training guides to assist team members with different workflow tactics• Developed a seamless training curriculum for a state of the art phone software program, Interactive Intelligence• Collaborated with Operations team to develop and implement tactics (KPI data) for agents so they can deliver an exceptional patient experience• Implemented soft skills training curriculum to agents so they can deliver a positive exceptional patient experience• Maintained and implemented a purchased eLearning curriculum, The Call Center School, which expanded agents learning on how to deliver a positive patient experience Show less

Rochester, New York Area

• Long term substitute for physical education K-8• Reading intervention specialist K-3rd graders• Imputing student progression during intervention into online data management software (Cayen)• Long term substitute for physical education K-8• Long term substitute for home and careers 8th graders

Gates Chili

• Monitor students behavior and reinforce appropriate behavior• Assist students with work assignments

Springfield, Virginia

• Organize and oversee school wide safety patrols• Mentor for at risk 5th grade student• United way campaign ambassador

Master'S Degree, Adapted Physical Education/Pedagogy, Prek-12Th

Bachelor'S Degree, Physical Education Teaching And Coaching, Prek-12

Associate'S Degree, Business Administration