Planned and executed project to improve customer experience with Eye Care retail payments and processes in 12 optical shops such as saving up to two hand-offs between the opticians, technicians, and the patient access representatives. Led project to revamp the Audiology appointing guidelines and provider schedules, resulting in a 15% improvement in unused time on provider schedules.Acted as a subject matter expert for organization-wide project to centralize check-in locations and install self check-in kiosks in 26 medical centers.Boosted company efficiency through technology upgrades and process improvements such as eliminating cash payments in the medical centers and developing standard work for scheduling patient referrals.Maintained and documented up-to-date knowledge base for more than 40 business processes and procedures, which include registration, appointing, patient arrival, and payment posting.Evaluated business operations procedural changes for effectiveness. Provided direct end-user support to front-line staff and managers.

Supervised team of 23 Patient Access Representatives.Managed day-to-day and long-term strategic activities within the business. Coached and mentored 23 staff members by offering constructive feedback and taking interest in their long-term career growth.Led 5 teams through team building and process improvement activities such as the formation and implementation of a daily management system at department and clinic levels.