Juan Dyer Email & Phone Number

Port St. Lucie, FL, US

Plano, Texas, United States

Minnesota, United States

• Managed revenue cycle teams of 300+ employees to meet contractual obligations for large medical clients such as NYU Langone Health (NY), Grady Health (GA) and Children’s Specialized Hospital (NJ).
• Met monthly contractual key performance indicators (KPIs) of average handle time (AHT), quality assurance, accuracy and adherence in 96% of the opportunities.
• Increased Epic MyChart Rx Prescription Support business by 75% and to over $2.4 million in yearly revenue.
• Led implementation of contract amendments resulting in an additional $3 million in yearly revenue due to successful performance after initial 90-day pilots.

Port St Lucie, Florida, United States

• Led team of 3 supervisors and 75 employees achieve individual key performance indicators (KPIs).
• Achieved KPIs of average handle time (AHT) of 5:15, quality assurance of 95%, accuracy of 99.95% and adherence of 95% in 98% of the opportunities.
• Spearheaded implementation of 175 new practice location lines between the years 2019 and 2020 resulting in an additional $800k in yearly revenue.
• Created departmental standard operating procedures (SOPs) and job aids documentations for cross business functions use and new business implementation.

Port St Lucie, Florida, United States

• Managed teams of 50 representatives in answering incoming patient calls for 325 NYU Langone Health's inpatient and outpatient locations.
• Delivered service level agreements of answering 95% of incoming calls in less than 60 seconds, handling an average of 16,000 daily calls.
• Led outbound outreach program “Gaps in Care” that yielded $700k in yearly revenue.
• Implemented systemic processes as SharePoint Administrator for over 15 clients resulting in savings of 5 full-time equivalent (FTE).

Port St Lucie, Florida, United States

• Managed teams of 40 documents scanners for imaging all incoming mail for state children health insurance programs (SCHIP) Florida HealthyKids, Georgia PeachCare for Kids and Tennessee CoverKids as well as team of an.
• Achieved 24-hour imaging of an average of 80k monthly pieces of mail through scanning operations in three remote locations in the states of Florida, Georgia, and Tennessee.
• Achieved quality error rate of less than 1% in auditing 1.6 million letters a year in 100% of the opportunities.
• Decreased overhead costs by 15% in remote imaging facilities in the states of Florida, Georgia and Tennessee.
• Reduced processing times by 42% through processes efficiencies and streamlining while maintaining 99% quality accuracy.
• Led and procured new mailing vendor through a request for proposal (RFP) process that resulted in savings of $94K in yearly expenses.

Fort Pierce, Florida, United States

• Supervised 50 customer service representatives answering phone calls for state children health insurance programs (SCHIP) Florida HealthyKids, Georgia PeachCare for Kids and Tennessee CoverKids.
• Reduced average handle time (AHT) by 25% through implementation of standard call procedures resulting in a decrease of call times and reduction of 12 of 5 full-time equivalent (FTE).
• Met 100% contractual standards and avoided financial penalties in the 3 consecutive years in the role.
• Achieved industry-low 8% attrition for contact center personnel.

Fort Pierce, Florida, United States

• Subcontracted by Dell Technologies where managed a team of 25 sales associates as well as technical representatives servicing customers who had technical problems or wanted to purchase more products.
• Subcontracted by America Online where managed a team of 40 customer services associates to help increase retention percentages.
• Partnered with the Workforce Management Team in order to ensure that there was proper staffing in place to handle the call volume to answer 80% of all incoming calls within 30 seconds or less.
• Coached and developed staff focusing on first call resolution where able to increase from 45% to over 70% on a monthly basis by qualifying the customers’ needs.

Bachelors, Management

Bachelors, Marketing

Associate Of Science Degree, Management

Associate Of Arts, Business Administration