Melissa Van Bibber Email & Phone Number

Salt Lake City, Ut, Us

Greater Salt Lake City Area

• Manage the New Patient Registration team consisting of 12-22 agents• Ensure the highest of quality service is given through timely coaching and constructive feedback• Create and update process documents and workflows• Find ways to increase efficiency and make processes easier• Train new hires and existing employees on new processes• Assist with client relations to ensure things are updated and trained as needed and that concerns are addressed in a timely manner.• Handle all administrative work for the team• Manage time cards and leave balances

Greater Salt Lake City Area

• Resource for agents to ask questions on process, procedure, and other job functions• Schedule activities and team meetings, making sure to organizing the time, place, and agenda• Research and document issues reported through the Improvement Log• Guide and coach agents on opportunities to improve in process, procedures, and quality• Handle supervisor calls and deescalate the patient/caller• Present updates and important information to the team in our team huddles on a weekly basis• Assist with patient calls for Internal Medicine, Family Medicine, Pediatric Clinics, New Patient Registration, and Elk Grove• Point of contact for the Elk Grove support project• Train support agents for the Elk Grove support project• Plan and carryout monthly events to encourage agents to improve performance and metrics• Create helpful tips and reminders for agents to help improve quality and efficiency

Greater Salt Lake City Area

• Schedule appointments for patients using the EPIC system• Obtain detailed information from the patient to give to the clinician• Assist the patient with urgent and emergent medical needs• Attend team huddles on a weekly basis• Handle calls for Internal Medicine, Family Medicine, and Pediatric clinics• Assisted with Sutter’s first Open House as a panel member, answering questions and sharing experiences• Traveled to Fairfield, California for 4 weeks to assist the Elk Grove call center with their high call volume.

Greater Salt Lake City Area

• Support the delivery of superior customer service• Ensure the protection of beneficiary and consumer information through accurate and timely monitoring and actionable feedback• Identify opportunities to enhance the experience of every customer contact within the Contact Center Operation• Support supervisors and CSR's timekeeping as a an Electronic Timekeeping System (ETS) Timecard Administrator• Participate in and attend Quality Calibrations

Greater Salt Lake City Area

• Updated training material• Created training documents and job aids for new processes• Conducted training classes• Assisted with managing the call floor• Deescalated irate callers• Planned and carried out company events• Assisted in outsourcing a call center to the Philippines o Stayed in Philippines 10 weeks to train new call center employees o Conducted training classes with 25-30 students. o Assisted and supervised new hires on the call floor for their first week

Greater Salt Lake City Area

Took customer service calls • Assisted and supported co-workers• Documented the call in appropriate programs• Researched the consumer’s questions and gave applicable solutions to their issues and concerns

Greater Salt Lake City Area

• Cashier• Shipping expert, including international shipping• Printing, laminating, and binding specialist• Assisted Customers with projects• Fax, copy, scan, and edit documents

Associate Of Arts And Sciences (Aas), General Studies

Graduated with honors

Bachelor Of Science - Bs, Public Health, 3.884 Gpa

Graduated July 22, 2020, with a Bachelor of Science in Public Health with an emphasis in Health Education and Promotion.