In addition to the managing the Main Contact Center, I oversee the ambulatory call center which is responsible for providing clinical and scheduling support to primary care and pediatric patients. The two departments combine to handle +8000 calls each day.

I serve as the department manager for the medical contact center which operates 24/7 and plays a critical role in daily operations and the patient experience. My team initiates emergency codes, manages rotations and call schedules for over 900 providers, processes hundreds of consultations each day, answers general inquiries from the public, and facilitates the transfer of protected health information.

I specialized in recruiting for clinical, nonclinical, and leadership positions in the Physicians Group, Critical Care, and Rehabilitation Medicine divisions. Throughout my tenure I consistently built genuine relationships and maintained meaningful connections throughout the healthcare industry, schools, and community which lead to hiring top talent.

Served as a team lead in a contact center and responsible for building and maintaining strategic relationships with nationwide health care organizations to ensure that open requisitions were filled by UMA graduates. Introduced business development strategies and roadmaps to ensure that KPI’s regarding the successful placement of graduates were met. Designed and implemented multiple tools and resources geared towards achieving the annual objectives. Achieved significant success by preparing graduates for their upcoming interviews through coaching and training. Recognized for superior leadership, performance, and empowering team members to work smarter and more strategically.