Casey Coe Email & Phone Number

United States

United States

Maryland, United States

• Inspired a positive work environment where my team consistently felt comfortable asking for help, and were confident that they could trust and rely on me
• Managed team workload (prioritized and assigned projects, delegated tasks, organized large projects)
• Ensured project deadlines were met
• Collaborated with multiple teams across the organization to implement new or revise existing products
• Set goals for employee and team performance
• Monitored employee productivity and provided constructive coaching

• Programmed and quality checked telephone, mail and online surveys based on documentation provided by the Client Experience team
• Manipulated client branding materials to meet survey processing specifications
• Input translations for non-English survey materials into Survey Translator tool (proprietary software)
• Created new, and made necessary edits to survey variables
• Created and maintained process documentation
• Trained and mentored new and existing team members

Baltimore, Maryland Area

• Assisted in managing team workload (assigned projects, delegated tasks)
• Provided support to team members whenever necessary (i.e., investigating and troubleshooting issues)
• Collaborated with multiple teams across the organization to implement new or revise existing products
• Communicated project updates and/or issues to upper management
• Trained and mentored new and existing team members
• Inspired a positive team environment

Baltimore, Maryland Area

• Programmed client-specific telephone surveys for Healthstream's "Patient Interviewing Center" using Voxco software (light coding was necessary for the production of surveys)
• Programmed client-specific online surveys ("eSurveys") using Voxco software
• Programmed government mandated surveys using documentation provided by Centers for Medicare and Medicaid Services
• Performed Quality Assurance tasks to ensure the accuracy of products
• Collaborated with multiple teams across the organization to implement new or revise existing products

Baltimore, Maryland Area

• Monitored outbound telephone calls made by Interviewers (call center representatives), and rated those calls based on given criteria from clients and/or Centers for Medicare and Medicaid Services
• Communicated quality concerns and feedback to other members of the Interviewing Center's Leadership Team
• Identified and forwarded examples of high quality calls and poor quality calls to management
• Provided feedback to Interviewers via monthly one-on-one sessions in order to congratulate them on a job well done, reinforce call quality and / or address procedural issues
• Facilitated the Quality Assurance section of the training class for on-boarding of new hires
• Provided and maintained trend data on Interviewers

Baltimore, Maryland Area

• Interviewed patients over the telephone regarding their hospital, doctors office, or clinic experiences in order to inform healthcare facilities of how well they are satisfying their patients and what they can do to.
• Conducted random, public opinion surveys regarding hospitals and healthcare services that are available in various areas of the country
• Assisted with Client Monitoring Sessions
• Assisted with the training of new hires