Gerard Stopyra Email and Phone Number

Manage a department of 14 patient service reps for all 8 pediatric dental offices, 3 adult practices and 1 special needs practice. Responsible for maintaining all pediatric schedules. Call center handles 10000-12000 calls per week. Assisted our surgical center teams with any paper work needs and scheduling. Possess knowledge of all types of insurances both private and state run, especially during pre-registration of new accounts. QSI, Dentech, Carestream and Dentrix trained. Responsilbe for workflow design and schedule implementation for call center staff. Reporting office location availability to ownership to adjust workflow needs for all locations. Responsible for training all staff members in computer, customer service, emergency, x-ray and records training. Established and designed ACD and IVR for all sites via remote call forwarding through the use of T1 lines and established DINIS digits and VOIP. Work with outside vendors establishing telecom accounts. Worked with outside computer companies reporting any issues or needs for the company. Manage and design all statistics for all PSR's. Establish marketing relations with local newspapers (Metro), boys and girls clubs and community programs to promote the company. Design and establish 3rd party vender (Light House 360) for automated appointment reminders, confirmations, texting, email, campaigns and automated contacts for all of the patient base both pediatric and adult. Direct report of the COO.

Manage Customer Service department for 10 CSR's. Handle all customer issues and customer requests. Ranging from discrepancies to additional requests.

Currently responsible for multiple Merck and other health care accounts. Responsibilities include budget and invoice tracking. Establishing and maintaining daily contacts with clients. Track and implement all program requests from telecom changes to IVR upgrades, scripting etc. Work with client creating and standardizing contract addendum along with creating next year's budget and service level metrics. Help Technical Project Managers in the creation of every Request For Service. Assist client in the daily tracking of all telecom, ACD and IVR reports for multiple statistics. Work with individual team managers regarding all client concerns from service level metrics, call recording to staffing. Current programs include Medimmune, Merck Academic Affairs and Grant Processing, Merck Medical Strategies and Physician Education, Merck Human Resources, Merck Procure to Pay, Merck E- Medical Moderators and Merck Journey for Control.

Manage from a startup operation, a department of 17-20 patient service reps for all 13 dental offices and numerous doctors. Responsible for maintaining all general dentist and specialist schedules according to production. On average call center handles 6500-7500 calls per week. Possess general knowledge of all types of insurances both private and state run, especially during pre-registration of new accounts. Responsible for hiring, training, disciplining and payroll for all PSR's as well as training all new hires for all front desk positions. Established and designed ACD for all sites via remote call forwarding through the use of T1 lines and established DINIS digits. Also maintained ACD software and answering services for each location, as well as, all telephone equipment for each site.

Manage department of 15 customer service representatives and 10 dispatchers for Phila., NJ and DE. Responsible for maintaining and providing budgetary information for all departmental needs. Initiate and produce monthly performance reports for several Phila., NJ and Delaware hospitals. Dispatch ambulances for several major hospitals and nursing homes. Responsible for insuring client specifications for all types of transports.