Implements department policies, procedures and standards and manages day-to-day Ambulatory Practice Call Center operations to achieve productivity targets, quality standards and operational goals to ensure the call center is delivering a world class patient experience.Ensures that call center staff recognize that customers are both internal (employees, physicians, other departments) and external (patients, families, insurers) and demonstrates skills appropriate to good service (reliability, empathy, courtesy, etc.). Ensures that staff responds promptly and appropriately to customer needs. Ensure that staff effectively communicates with customers to address needs and problems.Manages performance at the department and individual levels to ensure that Call Center goals are met. Monitors performance in real-time to ensure that staff are adhering to schedules and to ensure that our team reacts quickly.Quickly identifies performance trends and develops strategies to address them; acting independently or with the leadership team as appropriate.Participates in the training and onboarding of new staff as well as in the training of additional skill sets for seasoned staff. Identifies representatives in need of refresher trainings and acts quickly to ensure they receive needed support.Analyzes department data and recommends and develops strategies to improve operations and enhance service delivery; implements changes in conjunction with and advice from the management team. Acts as the liaison with Practices supported by the call center to resolve problems that interfere with the efficient handling of patient inquires. Reviews , daily, weekly and monthly individual and department reports regarding numbers and efficiency of calls handled by call center staff, including their productivity and availability to handle patient contacts (phone, email, chat, other) Develops and implements strategies to improve overall call quality and performance..

1. Relationship ManagementSupports and advises Health Center/Practice leadership, providers and staff on theirtransformation efforts towards value-based careMonitors Health Center/Practice satisfaction with the organization and risks to success inpopulation health on an ongoing basis and ensures appropriate communication with ourLeadership and program leadsSupports the Health Center/Practice care teams as practice coaches in locally integrating theModel of Care and successfully achieving the goals of the Model of CareCollaborates with each Health Center/Practice Lead in monthly meeting planning andmanagementFacilitates communication between the organization and appropriate Health Center/Practicestaff, as neededEnsures that the organization understands Health Center/Practice culture and concerns andresponds accordingly to their requests for information and supportSupports the Health Center/Practice in achieving our requirements as stipulated in ParticipationAgreements, Board Policies and Delegation Agreements2. Driving Transformation to Value-Based CarePartner with Health Center/Practice leadership in preparing to transform and improve primarycare for more advanced value-based payment contracts and modelsSupports and oversees progress with the Health Centers/Practices in achieving total cost of careand quality performance goalsUnderstands risk coding, quality improvement and population health and drives improvementon related engagement, outcomes and staff productivity and financial measuresWorks directly with Health Center/Practice staff on achievement of annual key performanceindicatorsAnalyze performance reports and data to inform decision-making, process, and programimprovementIdentifies process improvement gaps and works with staff to recommend and facilitate changes

• Reporting to Operations Manager.• Responsible for supervision of Pediatrics, Behavioral Health and Main Desk Departments. • Daily schedules of all staff.• Lead for Service Excellence and Managing for Daily improvement. • Overseeing clinician schedules, orientation for all staff including clinicians. • Training and career development for staff, managing floor and step in when help is needed in any area. • Handle all complaints from patients and/or professional staff.• 10 direct reports.

• Reported to Department Director.• Responsible for operations of medical center’s Access Support Unit.• Department answered more than 6,000 telephone contacts weekly (312,000 annually).• Ensured accuracy and verification of patient demographic and financial information.• Managed multicultural staff, including innovative Customer Service Training program.• Problem resolution involving physicians, clinic staff and patients.• 28 direct reports.

• Reported to Operations Manager.• Responsible for day-to-day operations of a busy outpatient Primary Care and Multi-Specialty clinic.• Ensured that customer service was the primary focus and that patient needs were constantly met. • Acted as a liaison to the clinical staff, and implemented all policy changes without issues.• 10 direct reports.

Year long program designed to help hone my skills as an upcoming manager.

• Reported to Operations Manager.• Responsible for day-to-day operations of a busy outpatient Primary Care and Multi-Specialty clinic.• Ensured that customer service was the primary focus and that patient needs were constantly met. • Acted as a liaison to the clinical staff, and implemented all policy changes without issues.• 8 direct reports.

• Reported to Unit Sargent.• Responsible for all promotions, payroll and unit statistics.• Served as an active duty enlisted soldier in an Infantry Unit.