Oversight and management of fully remote call center operations, develop company customer service strategies and manage performance to attain highest levels of customer satisfaction, establish assessment tools to monitor success, collaborate with marketing, operations and clinical leadership to support patient engagement and retention strategies, evaluate technology improvement to support improved patient experience, management and board reporting on customer services initiatives and outcomes.

Manage a department of up to 38 employees,Developed and implemented quality assurance program and audit processes to monitor agents’ productivity, identify ongoing education opportunities, resulting in agent incentive distributions.Deployed online chat support to provide an easy and convenient communication channel for patients.Responsible for hiring, training, coaching, developing and evaluating all call center employees as needed based on volume; Monitoring daily call volume/review call recordings of calls taken by each agent while adhering to department quality assurance programs and organizational core values; Measure and track KPIs to enhance the patient experience and satisfaction; Establish metrics for Patient Support agents that aligned with company core values and quality assurance guidelines.

Responsible for managing and monitoring the work of corporate intake/call center, insurance prior authorizations, prescription management and group scheduling departments; oversaw provider scheduling and maintained master schedule for 11 clinics in Massachusetts and 2 clinics in Pennsylvania; Responsible for reviewing and submitting physician timesheets to HR; formulated and implemented departmental and organizational policies, procedures and goals to maximize patient volume; monitored and evaluated staff performance through ongoing feedback and annual reviews; ensured compliance with current healthcare regulations to ensure patient confidentiality.

Responsible for providing excellent customer service; Tracked clinical and patient data, processed internal reports regarding the accuracy of electronic medical records; checked insurance eligibility for all patients in order to authorize treatment and receive payment for services; responsible for scheduling appointments; scanned relevant external documents into the EMR; answered and directed calls to appropriate departments; updated and maintained patient's demographic information; obtained insurance referrals.

Responsible for supporting Individuals with developmental disabilities; provided direct care to program participants to promote their dignity, safety, health, welfare and rights.

Responsible for supporting all clinical, administrative and billing staff; checked patient's insurance eligibility; scheduled appointments for seven Psychiatrists; scanned and filed external documents into the EMR, while meeting timely submission of medical records for patients, insurance companies and outside agencies in accordance with HIPAA regulations; answered and directed calls on a multi-line switchboard; updated and maintained patient’s demographic information.