Rebeka Dapra Email & Phone Number

Washington, Pennsylvania, United States

• Initiated a retraining program by collaborating with executive and management teams, conducting documentation audits and virtual training sessions, leading to a decrease in errors by 35%• Analyzes performance data, adjusting strategies to increase productivity by 28% in Q1, enhancing the overall customer experience• Manages Contact Center for 13 primary care and specialty practices within the Washington Physician's Group• Cultivated triage guidelines for non-clinical staff for emergent situations

Pittsburgh, Pennsylvania, United States

• Improved health outcomes for patients by implementing personalized care plans in their homes, leading to reduced hospital readmissions and better quality of life• Assessed patients to evaluate any social determinants of health, aiding in a decrease in excessive utilization of healthcare systems• Collaborated with case managers and patients, by scheduling patients for appointments and advocating for their specific needs

Canonsburg, Pennsylvania, United States

• Approved payroll, maintained metrics and reporting for the department of 150 coordinators, designed spreadsheets to track productivity, established and determined quotas• Led hiring for multiple operations departments, managing a team of coordinators that had dedicated accounts nationwide, within a call center environment• Handled escalated calls, resolving over 95% of customer complaints

Canonsburg, Pennsylvania, United States

Managed clients, providers, and patients with their scheduling needs for physical medical services within a fast-paced environment

Carnegie, Pennsylvania, United States

• Performed general clerical duties; including design and maintenance of spreadsheets for call volume of transports, composing and filing State reports, answering phones, and scheduling of transports• Provided basic pre-hospital emergency care, and assisted advanced life support providers for medical and traumatic emergencies