Director of Intake, Scheduling and Front Desk Operations at 7 Fraser Clinics

~ Oversee 100+ employees, with dotted line to 50+ off-shore employees~ Identify solutions to complex business processes~ Continual coaching and development of direct reports and staff~ Commitment to maintain supportive employee relationships through effective communications, policies and practices ~ Continually assess the needs of staff to retain high quality employees while developing strategies to meet customer demands ~ Work with human resource managers for preparation of work force reduction and transition plans while maintaining strict confidentiality ~ Ability to remain optimistic and enthusiastic in times of constant change and transformation~ Work closely with internal and external business partners to drive consistency and a high performance culture~ Continually inspire and motivate staff to exceed all goals by focusing on employee morale and satisfaction~ Consult legal to ensure adherence to policies and procedures~ Formulate business plans to improve efficiency and cost effectiveness~ Continually monitor Net Promotor Scores and UHC Vital Signs

~ Supervise 65+ call center agents including interviewing, hiring, training, performance evaluation, skills development and lay-offs/firing~ Effectively design programs for employees to achieve enhanced employment engagement~ Develop quality tracking checklists and implementation of quality assurance~ Develop tools for enhanced customer service leading to increased patient satisfaction~ Develop computerized lab orders for patients~ Responsible for scheduling patient care for Family Practice, Internal Medicine and Pediatrics~ Responsible for physician and patient satisfaction for 4 separate Park Nicollet Clinics which required continual site visits~ Develop working relationships with physicians, clinicians, nurses and support staff~ Demonstrate excellent conflict management skills~ Developed and implemented Lean/Six Sigma practices leading to streamlined process and cost savings