Phyllis Hunter Email & Phone Number

• Lead a team of three Call Center Supervisors responsible for inbound and outbound representatives.• Analyze daily production and quality metrics to identify opportunities and trends.• Oversee employee management to include, hiring, training, motivating, coaching, developing, disciplining, and terminating of associates within the reporting structure.• Collaborating with other departments to improve cross-functional processes.• Developing and implementing processes and procedures to improve customer experience.• Ensure delivery of client and compliance requirements including customer service, STAT processing, and other customer requirements.• Resolving complex customer issues and complaints.• Conducting performance evaluations and providing feedback to staff.

• Oversee specialty department which consists of Audits, Data Entry, Storage and Billing Teams.• Ensure Audits are processed and receive prior to request deadline. • Implement industry best practices to maximize productivity as measured by correctly completed medical information request per unit of time.• Establish site, team, and individual performance objectives to include productivity, quality, and customer satisfaction.• Demonstrates a solid understanding of the meaningful operational metrics and utilizes this information to manage his/her book of business.• Recruits and hires competent, qualified staff commensurate with defined job responsibilities.• Conducts accurate, meaningful & timely performance appraisals; issues commendations; conducts performance improvement progressive disciplinary actions and makes recommendations for discharge actions and such recommendations will be given weight; and carries out all other personnel actions fairly and consistently, according to policies, procedures, and laws/regulations.

• Assist with Quality Assurance tasks as directed by management.• Participates in project teams and committees to advance operational Strategies and initiatives as needed.• Mentor HIS staff for further professional development.• Coordinate and oversee weekly employee engagement activities.• Inform senior leadership of issues, opportunities, or challenges.• Creating and implementing training programs for new and existing staff.

• Train release of information staff in company and facility specific functions.• Make recommendations for methods to increase productivity.• Monitor employee productivity and provide constructive feedback and coaching. • Organize workflow and ensure all employees understand their duties or delegated tasks.• Ensure staff adheres to company and HIPAA guidelines when processing medical record requests.• Perform monthly field audits in Esmartlog.

• Validates requests and authorizations for release of medical information according to established procedures and HIPAA guidelines.• Completes release of information requests including retrieving patient’s medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations.• Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing.

Associate Of Applied Science

Advanced Diploma, Academics