• Supervise and monitor staff, ensuring accurate scheduling and minimizing errors.• Implement and update scheduling protocols, adhering to best practices.• Manage scheduling processes, conducting quality assurance to ensure efficiency.• Cultivate relationships with referring provider offices, promptly addressing scheduling issues.• Oversee training, onboarding, and coaching of team members while identifying and implementing process improvements.

• Lead Fetal Department day-to-day operations, partnering with the leadership team to implement strategic processes, positively influence service levels, reduce operational inefficiencies and boost employee morale. Efforts include project management, policy adherence, clinical database management and analyzing departmental productivity using Lumedx.• Serves as a patient liaison, scheduling fetal echo appointments (EPIC) and coordinating travel arrangements/hospital tours. Facilitate introductions between the surgical team and other pertinent hospital staff (e.g. cardiologist, nurses, social workers, OBGYN, etc.), to ensure timely services to out-of-state patients and their families. • Additional responsibilities include training on fetal department protocols, coaching and developing staff, employee relations, and providing superior customer service to internal and external partners.

• Served as a front-line client services representative, in the areas of triage support services and physician answering/referral services. Researched each caller’s concerns, disseminating calls to the appropriate department as a SME (subject matter expert). Dispositioned calls accordingly.• Educated clients on the various hospital programs available, ensuring patient safety and values synonymous with the organization’s brand. • Adhered to operational standards by answering approximately 70-100 calls daily. Consistently exceeded established performance standards in a metrics-driven, high call volume environment. • Partnered with various business units to deliver the highest level of service. Frequently received commendations from the leadership team for exceeding client expectations.

• Maintained the integrity of all HR files using Lawson HRIS, including new-hire paperwork, benefit selections and changes, termination files, medical records, etc. Provided phone coverage for the department and maintained office supply needs.

• HR responsibilities included payroll processing, benefits selections and changes, new-hire orientation, HRIS management and departmental phone coverage.