Brianna Baer Email & Phone Number

-Managed outpatient scheduling and referral processes for 15 primary care and 11 specialty offices.-Oversaw hospital pre-certifications and pre-registration areas.-Ran reports and analyzed call center data (call abandonment rate, average talk time, call volume trends).-Organized and led projects focused on efficiency and patient satisfaction.-Edited/approved payroll-Handled hiring and terminations-Implemented policy changes -Regulated quality assurance of department (customer experience and HIPAA compliances)

-Supervised ~40 individuals in customer service, patient scheduling and referral process.-Edited payroll-Initiated employee intervention-Participated in interviews during hiring process and employee onboarding.-Managed employee shift schedule and call-offs-Oversaw call queues to ensure patients are taken care of in a timely manner

-Trained new hires coming in that scheduling area.-Revamped scheduling processes for endocrinology and pain management-Scheduled patients for stat, asap and routine diagnostic tests.-Worked alongside authorization team to obtain auth prior to appointment.-Transcribed testing orders into EMR.-Liaison between hospital and outside offices to correct, clarify and change orders as needed.-Answered incoming patient calls to schedule or clarify next steps in care.-Revamped heart and vascular diagnostic testing processes.