Delaney Brumfield, Mha Email & Phone Number

• Analyzes key performance indicators and associated metrics daily to drive intake related strategy and efficiency decisions.• Actively lead, attend, and contribute to weekly management and stakeholder meetings.• Supervises 25 Intake Coordinators from an HR perspective and oversees high-level functions of the intake department.• Leads intake training for new hires regarding policies, protocols, and procedures.• Communicate efficiently with key referral sources, stakeholders, and business development teams to ensure proper placement and referral processes.• Conducts regular quality assurance tasks related to patient and referral satisfaction. Vigorously evaluates processes and identifies opportunities to improve effectiveness.• Facilitates all communication directly and indirectly between the intake department and other members of the management team.• Actively participates in intake department workflow and tasks or delegate when appropriate.• Collaborates interdepartmentally to execute and oversee processes related to clinical services and patient/community needs.• Provides written daily, weekly, and monthly metrics report.• Plans, monitors, and conducts appraisals of employee work results and intake department goals and metrics.

• Proficient using Excel to maintain data, analyze metrics, report departmental and individual performance.• Maintains monthly and quarterly dashboard reports to present key data and trends: Service Level, Call Volume, Staffing Analysis, and Referral Volume and Utilization.• Collaborates with Ambulatory Services Director to develop annual, quarterly, and monthly service goals that align with industry best practice and organization mission.• Restructure key processes to further support clinical needs by leveraging relationships with Service Line leaders.• Lobbies with clinic leadership and key stakeholders to enhance communication between front end users for the seamless patient and customer experience.• Prioritize strategic problem solving and continuous process improvement.• Empowers a team of 11 call center agents and 2 referral coordinators. Reviews timesheets and creates staff schedules to ensure adequate coverage daily.• Holds staff accountable for reaching departmental goals while maintaining exceptional customer service.• Monitors call quality through monthly reviews and reinforces continual improvement of service and call metric standards.• Audits and analyzes performance accuracy to minimize errors in registration, scheduling, insurance selection, referral authorizations, and phone note documentation.• Encourages the development of time management skills and ensures adherence to Memorial Herman Standards and Policies.• Oversees referral/authorization management and intake processes through multiple sources including Crimson Medical Referrals, Work Queue Monitor, Contact Us Forms, Internal Referrals

• Demonstrated interpersonal, analytical, and problem-solving skills which lead to me becoming a team leader.• Created training model to improve patient full-registration rate and trained 15 colleagues on new process.• Identified opportunity areas after reviewing Press Ganey reports.• Facilitated meetings with team members to discuss areas of opportunity and develop solutions to contribute to improved patient experience and higher Press Ganey scores.• Created registration and scheduling workflows to improve department efficiency, ensuring patient access to clinic services, and overall patient satisfaction.• Developed a mature knowledge of healthcare operations and patient service methods.

•Provided innovative administrative support by processing expense sheets and invoices, preparing agendas, maintaining computer and manual filing systems, and performing clerical functions•Prepared correspondence and fundraising material

Bachelor’S Degree, Sport Conditioning

Master’S Degree, Health Care Administration