Jamal King Email and Phone Number

Responsible for oversight of Clerical, Call Center, and Nursing New Patient intake staff.Independently exercises discretionary powers to make difficult decisions, solve managerial and or/ operational issues. Responsible for maintaining an overall service level of 80% of calls answered within 30 seconds.Responsible for nursing turn-around-time of calling patients back within 24 hours of their first call.Monitors staff productivity by developing thresholds and benchmarks.Works with Senior Leadership on developing training and development opportunities for staff.Responsible for responding and addressing patient, caregiver and internal staff concerns. Participant in cross department workgroups, to assist in streamlining process and improving workflows and challenges using strategic plans for process improvement. Involved in many initiatives to improve the overall patient experience.Provides timely decision making and direction to clinical staff to streamline workflow, improve efficiency of operation and eliminate delays.

Responsible for providing quality service and improving the overall patient experience initiative.Supervise a responsible work environment utilizing my leadership skills and building a team environment for staff to perform in a positive working manner. Oversee the: Scheduling, Academic, and Ancillary Call Centers and working with Leadership to ensure appropriate staffing coverage during Call Center business hours. Responsible for maintaining an overall service level of 80%. By load balancing skillsets and adjusting staffing assignment to meet service. Currently involved in the development maintenance of our CRM tool, Salesforce. Business rules and standardization project for the Academic, Ancillary and Scheduling call centers. Works with staff on performance board updates and presentations to executive leadership. Responsible for responding and addressing patient, caregiver and internal staff concerns. Participant in cross department workgroups, to assist in streamlining process and improving workflows and challenges using strategic plans for process improvement. Develop tools and resources for staff as well as participating in the Knowledge Database project to upload all standard work into Salesforce. As well as, developing staff competency tests to improve efficiency and accuracy across the department. Conduct quality monitoring audits as well as round staff to provide feedback for development opportunities.EPIC Super User, Department Readiness Lead and SME (Subject Matter Expert)

Supervise a responsible work environment utilizing my leadership skills and building a team environment for staff to perform in a positive working manner. Responsible for providing quality service and improving the overall patient experience initiative. Oversee the: Hematology, Pediatric, Clinical Research, and Radiology Scheduling Areas and working with Leadership to ensure appropriate staffing coverage during clinical hours of operation. Responsible for maintaining an overall Turn Around Time of 80%. By assigning the appropriate amount of providers and orders to each scheduling staff member. Works with staff on performance board updates and presentations to executive leadership. Responsible for responding and addressing patient, caregiver and internal staff concerns. Participant in cross department workgroups, to assist in streamlining process and improving workflows and challenges using strategic plans for process improvement. Develop tools and resources for scheduling staff to improve efficiency and accuracy. Conduct Point of Service rounding audits as well as round staff to provide feedback for development opportunities

Oversee that employees provide high quality service to patients. Practice and encourage integrity, honesty, confidentiality at all times. CPOE/Allscripts Super User, assisting scheduling team during transition to new computer system. Provides support to scheduling team members. Acts as a subject matter expert and demonstrates competency and knowledge of the scheduling system. Handles troubleshooting of patient and employee issues. Escalates issues to the Ambulatory Care Scheduling Supervisor or RN Manager (s).Blocks provider templates as appropriate for planned LOA.Handles new hire orientation on policy and procedures. Cross trains and retrains staff as operational process change. Communicates staff in-service to ACS.Maintains computer equipment and software used by team per policy and procedure. Escalates issues with non-functioning equipment or systems. Follows City of Hope and Scheduling Dept. policies, procedures, attendance and performance improvement

Schedule patients for lab, chemotherapy, radiology and medical appointments. Register patients for clinical visits.Assist with clinic cancels and re-schedules.CPOE Super User – Handled training and assisting team with CPOE go live.Provide scheduling coverage to other floors as needed.Continuously provided high quality customer service.

Schedule new donors and explain the donor process.Handle incoming and outbound calls to schedule platelet and whole blood appointments.Contact family and friends to donate for patients in need.Print out 7 day donor appointment schedule to ensure accuracy.Screen prospective donors and review deferral list prior o donations.Blitz days, staff recruits all day to fill following week appointment scheduleHandle all assigned projects as needed

Responsible for recruiting prospective blood donors, make reminder calls.Enter blood donation appointments into database.Assist caller with questions or concerns regarding appointments or donations.Assist supervisors with daily tasks, including logging daily numbers and data.Develops new leads, attended Alyx drives.