Faith Roberts Email & Phone Number

Ft Lauderdale Fl

Fort Lauderdale, Florida, United States

Fort Lauderdale, Florida, United States

Worked with Covid-19 response team setting up county parks for vaccines and phone center for tracers. Contracted position with the County and State.

Greater Atlanta Area

Led the Patient Connection Center for all hospitals and physician practices within the Piedmont Health System to internal and external organizations, including government agencies, payer organizations, external auditors, and business partners. Standardized templates within EPIC Cadance for Radiology and Mammograms, Sleep Studies, Cardology and more. Implemented HEI process improvement standards throughout the team. Reduced internal call transfers from 18% to 10%.Increased service levels from 28% to 63%.

Miramar, Florida

Directed central scheduling for 13 separate hospital facilities in East Florida that was responsible for timely and accurate registration and insurance verification, successfully managing a budget for the EFL division including two separate shared service centers for 80 employees.Improved overall service levels in patient scheduling from 82% to 99% and reduced abandoned call rates from 6% to fewer than 2%, ranking number 1 throughout patient access for call center KPIs, collections, plan accuracy, registrations, and patient experience.

Lauderdale Lakes, Florida

Built and led a customer service call center operation and 24-hour nurse triage system for 25 remote offices including direct management of 140 employees and 25 managers. Managed implementation of a customer service information application and trained agents on enhanced customer service skills, resulting in a dramatic increase in patient/parent satisfaction with nurse triaging. Hired, trained, and developed associates, successfully increasing appointment to call ratios from 55% to 85%. Overhauled customer service processes, reducing wait times from an average of 77 minutes to 62 minutes in the waiting room while increasing service levels from 85 to 90%.

Boca Raton, Florida

Built 4 call center operations in Florida, Michigan, Illinois and Uruguay; including the real estate location, procurement, and integration of the telephone equipment, communications vendor selection, and implementing the CRM software.Implemented process improvements for hotel inquiries, reservations, confirmations, and customer satisfaction surveys, improving customer satisfaction surveys and booking accuracy. Researched, identified and implemented superior telephone system Telax, effectively handling, reporting, scheduling, monitoring, and quality for the company.

Sunrise, Florida

Led the migration to India involving over 200 employees, 10 managers, and 240 prepaid debit card programs. Implemented and managed Symposium system, adding new programs and employees while utilizing the comprehensive reporting system for continuous improvement of metrics.Managed the launch, implementation and technology development of three call centers across 2 countries that involved calls, email, and live chat functionality.Researched, purchased and implemented the CRM system eLoyalty for voice recognition and Blue Pumpkin for scheduling, saved more than $900K with voice response enhancements, saving more than $900K with voice response enhancements.

Plantation Fl