Pamela (Munson) Serrano Email & Phone Number

• Delivered exceptional leadership during a period of rapid growth, responsible for operations, including all interviewing, hiring, onboarding, training & performance management of the scribe workforce to serve key business objectives. Reported direct to the VP, & managed 10 direct (300+ indirect) reports.• Oversaw all operational aspects of the Scribe department, managing communication across multiple departments, & building in new levels & tiers of management to increase operational oversight & growth.• Partnered with senior executive leadership to develop strategic roadmaps, manage performance of all accounts, ensure alignment across departments and build the company for growth to strengthen its market position.• Accountable for all day to day operations of Scribes (300+) via Chief Scribe (8) performance management, staffing, performance evaluations, KPI & metrics tracking, scheduling & technical support/navigation.• Built & maintained new operating standards, practices, policies & training, & ensured operations were managed in the context of continually-developing team strategies.• Developed the Account Manager, Project Manager, Workforce Manager & Clinical Coordinator roles; hired for these titles, & produced long-term training for each position, enabling 5X rapid company growth.• Partnered with CEO & President on special projects targeting growth and efficiency, through setting success measures, project plans, meeting weekly to discuss progress & implement new strategies & to scale up plans.• Created, set & assessed key performance indicators (KPIs) for employees, tracked both employee & provider metrics & enacted performance plans for those not meeting standards.• Successfully managed full-cycle scribe staffing from interviewing, hiring, training & professional development, & assigned scribes to provider assignments, including all onboarding & training for said accounts.

• Directed accurate and detailed record management, formulating dozens of patient notes of real-life patient encounters with physicians, and recorded symptoms, patient history, etc. in a busy Emergency Room.• Recruited and trained new hires in best practices to rapidly improve productivity and independence.• Overhauled scheduling protocol to ensure 100% coverage, improving productivity and customer satisfaction.

• Managed in-person training for new medical scribe hires following induction, delivering clear and concise instruction, best practices, and mentorship.• Implemented workflow improvements to optimize company standing within the clinical setting.

• Hand-selected to deliver biology and mathematics support to students in the university learning center, responsible for guiding students across all grades of study, and honing their skills in science and math.