Laura Mohan Email & Phone Number

3545 Lindell Blvd St. Louis Mo 63103

SLUCare Central is a Patient Contact Center for SLUCare Physician Group established in September 2018. Beginning as a Patient scheduler for SLUCare Physician Group in May of 2014, I am part of the group of employees who merged roles into Referral and Authorization specialists. As the roles and job duties have continued to develop I have had the very unique experience of learning and exceeding the expectations of a referral specialist. Providing our St. Louis community of patients and providers with premier customer service when processing and indexing medical records received, accurately complete patient registration using Epic and IDX. Scheduling appointments, tests, and procedures, obtaining insurance referrals, accurately processing authorizations, and communicating all actions with patients, providers and insurance companies. As one of the first employees at SLUCare Central, I have also had the experience of mentoring new employees and SLUCare clinic employee transfers. I’ve contributed to the work force development of SLUCare Central’s referral work flow for external providers’ as well as over 25 clinics, and identified ambulatory referral work queue discrepancy with in Epic. I have continued to exceed the following KPI's: abandonment rate of less then 1%, average seconds to answer is less than 2 seconds, and reaching a production level of 40 or more referred patients contacted. An average of 20-40 inbound callers assisted from telephony system of several call lines and an average of 20-40 outbound calls made daily.

Greater St. Louis Area

As a Patient Scheduler for SLUCare Physician Group I am providing premier customer service to internal and external customers through inbound and outbound phone calls. A few key performance index achievements I have are; 0.1% abandonment rate and a completion of calls in an average of 3.5 minutes. Assisting the St. Louis community and all the patients and physician that are referred to SLUCare physicians gives me a greater purpose, for good.

Springfield, Missouri Area

As an Operation Manager I was responsible for oversee all night call center operations including operating the outbound dialer, assigning campaigns to tele fundraisers, adjusting assignments according to hourly productivity and handling any escalations on site. As a Team Leader, I assisted professional fundraising for a multitude of non for profit and political committees. I provided training, quality assurance reviews, and coaching sessions with all employees. The quality performance goals as well as production goals were met with in my team of approximately 20 employees. Providing the training for new campaigns assigned to the Springfield site as well as using creativity and motivation to keep a positive and productive work environment were also a few of the job duties I performed regularly.