Report and analyze data for 8 regional operations centers and their agents (98 practices, 620 providers, 300 agents); daily and monthly reporting, quarterly and yearly comparison. Manage and develop a creative and visual data dashboard to democratize analytics. Utilize statistics to determine correlation in data within individual regional operation centers and as a whole .Build relationships with leadership within the regional operations centers and the triage department to identify areas of opportunity and development across departments. Collaborate with multiple departments within the company to monitor core metrics and ensure the efficiency and accuracy of data reporting and management.

Promoted to Training and Education Coordinator. I work with 4 other coordinators to manage approximately 50 agents. Perform daily messaging and phone call quality audits for each agent. On-board new hires and provide coaching and counseling to current agents. Responsible for updating guidelines, protocols, and other live documents as changes occur. Manage and interpret weekly call statistics. Manage errors and feedback coming from individual practices, rectifying the errors and coaching the agents who made them.

As live answer coordinator, I answer incoming phone calls for our nearly 10,000 patients that come to our office. Most recently answering over 16,000 phone calls in a 3 month period. My responsibilities include triaging phone calls to determine patient’s needs, refilling medications, including being knowledgeable about hundreds of medications and their , communicating with the doctors to provide excellent care for their patients and their needs as well as offering moral and emotional support to many of our patients while maintaining and protecting their privacy (HIPPA). I am also responsible for managing the specific schedules and patients of three individual doctors.

As a patient care coordinator, I work directly with the onsite psychologist to manage her schedule and patients. I also work directly with her patients to determine their needs as well as work with their insurance company to determine coverage and payment options. I also have experience creating insurance cases for patients and ensuring that their visit will be billed correctly. I also dealt directly with family medicine patients either scheduling in office appointments or making referrals to outside offices. I have experience working as a registrar in the front office setting and handling forms such as FMLA and Disability. I also am responsible for making daily deposits for the office.