Tammy Mosley Email and Phone Number

Tegria is the healthcare technology and services company focused on humanizing each healthcare experience. We bring bold ideas and breakthroughs improving care, technology, revenue, and operations.

Directing all aspects of the construction project to ensure all work meets or exceeds plan specifications/quality standards, supervises and coordinates construction activities as needed to meet production schedule and focus on the backend of the company’s production requirements. (Drywall through the Certificate of Occupancy)• Determine the types of equipment needed for the project and maintain inventory of equipment.• Keep daily employee logs, timekeeping and monitor the conduct of… Show more Directing all aspects of the construction project to ensure all work meets or exceeds plan specifications/quality standards, supervises and coordinates construction activities as needed to meet production schedule and focus on the backend of the company’s production requirements. (Drywall through the Certificate of Occupancy)• Determine the types of equipment needed for the project and maintain inventory of equipment.• Keep daily employee logs, timekeeping and monitor the conduct of each one of them.• Ensure the construction project complies with all safety and building regulations.• Conduct an in-depth analysis of the project to produce the budget and deliverables.• Establish risk factors, then manage and mitigate them to ensure the construction complies with timelines.• Work closely with Architects and Engineers to establish the requirements for the construction.• Liaise with local authorities to obtain licenses and permits for the project.• Prepare and present reports on the status of on said project. Show less

Directed all aspects of the SEES Patient Care Contact Center. Worked collaboratively with senior leadership and departmental leaders by utilizing patient-centric performance improvement strategies to deliver exceptional patient experiences. • Served as an interface between internal and external stakeholders including OD Affiliates, Executive Directors, and Senior Leadership. • Gained cross functional cooperation to implement and refine processes and procedures with a focus on… Show more Directed all aspects of the SEES Patient Care Contact Center. Worked collaboratively with senior leadership and departmental leaders by utilizing patient-centric performance improvement strategies to deliver exceptional patient experiences. • Served as an interface between internal and external stakeholders including OD Affiliates, Executive Directors, and Senior Leadership. • Gained cross functional cooperation to implement and refine processes and procedures with a focus on personalization and superior patient experiences. • Established and maintained a Quality Assurance Program which increased overall patient satisfaction and created a continuous feedback loop of actionable insights.• Developed programs for the contact center that inspired creative and motivating productivity; created an atmosphere that stimulated learning; development and challenge.• Created a training platform and standard operating procedures for the contact center. Provided coaching and guidance to staff to improve function, performance and capabilities while identifying new training needs.• Served as a key stakeholder in determining and optimizing patient communication touch points to improve operational results which reduced no show rate, increased intake form completion and increased patient convenience, knowledge and comfort. • Successfully implemented a new telephony system and workforce management system for the contact center. Show less

Responsible for leading Data Analytics and Contact Center Teams as well as numerous site projects.• Rebuild of internal Training and Quality Assurance Programs • Implementation and build-out of the Brightmetrics Workforce Management System• Created Agent Scorecards and KPI metrics for the call center

Responsible for managing the day-to-day operation of the myNEXUS Intake team, which includes call center intake and web support. Tasks include hiring, scheduling, coaching, development and evaluation of employee performance.

Provides leadership, expertise, and guidance to Fresenius Rx Operations and Customer Service staff ensuring efficiency and efficacy of operations, and the provision of the highest quality customer service to patients, clinic staff and prescribers. Managed vision and purpose for 150+ personnel.• Collaborates with the VP Pharmacy Services/Pharmacist-in-Charge to ensure work processes and execution of those processes meet the legal and regulatory requirements of the various states into which… Show more Provides leadership, expertise, and guidance to Fresenius Rx Operations and Customer Service staff ensuring efficiency and efficacy of operations, and the provision of the highest quality customer service to patients, clinic staff and prescribers. Managed vision and purpose for 150+ personnel.• Collaborates with the VP Pharmacy Services/Pharmacist-in-Charge to ensure work processes and execution of those processes meet the legal and regulatory requirements of the various states into which Fresenius Rx is dispensing medications.• Collaborates with VP Operations & Clinical Services and Fresenius Rx management to update, develop, and implement policies and procedures. Defines and develops goals, standards, and benchmarks to evaluate performance and customer satisfaction.• Provides strategic direction, leadership, and oversight of Fresenius Rx Customer Relations Group, ensuring efficient and appropriate functioning of the department, providing guidance and expertise as appropriate..• Provides informal performance feedback on an ongoing basis and formal feedback through the annual performance evaluation process.• Manages staff through the appropriate hiring, firing, and disciplinary actions in collaboration with Human Resources.• Ensures all employees receive the appropriate training and education according to FMS policies and procedures including ongoing compliance training and system training. • Manages operational resources and correlates to production activity and budget-to-actual results ensuring budget are maintained concerning FTEs and hours worked while achieving budgeted growth.• Regularly monitors delivery of Operations’ services for quality improvement, training, and regulatory compliance.• Assists with and/or coordinates Clinician focus groups (SW, RNs, AM, MD, etc) and patient focus groups to improve operational processes, communication, and assist in training initiatives. • Functions and leads adeptly and effectively in a matrix environment. Show less

Directed all operations for a 24/7/365 call center with responsibilities for organizational design, leadership and structure to determine performance objectives/metrics. Managed vision and purpose for 9 direct reports and 100+ personnel. Defined tools to measure progress and ensure consistent achievement of business objectives by utilizing leading technologies for contact centers, mobility and IP enabled applications designed to support a client base of over 250 attorneys across the United… Show more Directed all operations for a 24/7/365 call center with responsibilities for organizational design, leadership and structure to determine performance objectives/metrics. Managed vision and purpose for 9 direct reports and 100+ personnel. Defined tools to measure progress and ensure consistent achievement of business objectives by utilizing leading technologies for contact centers, mobility and IP enabled applications designed to support a client base of over 250 attorneys across the United States and Canada. • Administered the appropriate cost and service measurements to ensure that achievement of all key performance objectives that impact profitability and position in the marketplace. Provided an 85% minimum service level with an average speed of answer under 10 seconds while abandoning less than 3% of the inbound calls by leading the development of all customer contact initiatives.• Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. • Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Visible champion for populating the organization with the very best, diverse workforce. Show less

Delivered accurate staffing plans and resource requirements to enable optimal call center operations. Designed, implemented, and managed an efficient workforce scheduling process that met the needs of the agents and operational managers. • Created and maintained call volume forecast for staffing requirements based on future business planning and anticipated call volume patterns by utilizing WFM software. • Tracked, compiled, and reported all WFM data on a daily, weekly, monthly, and… Show more Delivered accurate staffing plans and resource requirements to enable optimal call center operations. Designed, implemented, and managed an efficient workforce scheduling process that met the needs of the agents and operational managers. • Created and maintained call volume forecast for staffing requirements based on future business planning and anticipated call volume patterns by utilizing WFM software. • Tracked, compiled, and reported all WFM data on a daily, weekly, monthly, and quarterly basis. Show less

Directed the daily operations of the Intake Department including Intake Supervisors, Senior Intake Coordinators and Intake Specialists to assure compliance with departmental policies and procedures, compliance with all CMS and specific payor requirements while making clinically sound decisions.• Provided oversight on daily processing of all authorizations for Intake, DME, Home Health, In/Out Patient, and Skilled and Rehab departments.• Member of the Operational Performance committee and… Show more Directed the daily operations of the Intake Department including Intake Supervisors, Senior Intake Coordinators and Intake Specialists to assure compliance with departmental policies and procedures, compliance with all CMS and specific payor requirements while making clinically sound decisions.• Provided oversight on daily processing of all authorizations for Intake, DME, Home Health, In/Out Patient, and Skilled and Rehab departments.• Member of the Operational Performance committee and the Clinical Sub Committee. Maintained awareness of trends, healthcare reform and legislation related to Medicare, Medicaid, Medicare Advantage and Managed Care.• Conducted employee annual reviews, career goal setting, and compliance ratings. Handled all recruiting aspects for the department. Show less

Headed up, facilitated the training, and marinated the Behavioral Analytics Quality Program for 450-seat center. This resulted in an increase in overall Quality Scores by 15%, improved client satisfaction by 10%, and awarded the JD Power Contact Center Award. • Trained all Supervisors on Attendance Tracking software and the attendance database, which increased availability and effectiveness of Supervisors as well as improving accuracy of employee attendance.• Created workflows and… Show more Headed up, facilitated the training, and marinated the Behavioral Analytics Quality Program for 450-seat center. This resulted in an increase in overall Quality Scores by 15%, improved client satisfaction by 10%, and awarded the JD Power Contact Center Award. • Trained all Supervisors on Attendance Tracking software and the attendance database, which increased availability and effectiveness of Supervisors as well as improving accuracy of employee attendance.• Created workflows and SOP’s, which increased consistency in policy administration across all management teams.• Interviewed, hired, reviewed, mentored, handled all salary adjustments, reprimands and terminations for all team members. Show less

Led team of Customer Care Representatives in handling customer service calls for the Medicare Part D Program. Project Manager for various projects for the call center.Monitored, evaluated, and coached representatives to meet and exceed the quality and customer satisfaction goals for center.Headed up, facilitated the training, and maintained the Behavioral Analytics Quality Program for center which resulted in an increase in Quality Scores by 15%.Utilized the Kronos Payroll System to… Show more Led team of Customer Care Representatives in handling customer service calls for the Medicare Part D Program. Project Manager for various projects for the call center.Monitored, evaluated, and coached representatives to meet and exceed the quality and customer satisfaction goals for center.Headed up, facilitated the training, and maintained the Behavioral Analytics Quality Program for center which resulted in an increase in Quality Scores by 15%.Utilized the Kronos Payroll System to ensure accuracy of work hours, adjust discrepancies, and submit to payroll department on bi-weekly basis.Interviewed and hired prospective Customer Care Representatives.Assisted in establishing the Safety Committee for Nashville which improved employee awareness and systemized all procedures.Partnered with Dial America to resolve enrollment/disenrollment issues from the Enrollment Center, which reduced incoming escalations to center.Maintained Customer Care Recognition Program for entire Nashville center, which motivated employees and improved overall employee morale. Created supervisor rotation schedule, meeting notes, and manager meeting schedules, which ensured all management staff stayed current and consistent.Trained supervisors on attendance tracking software and the attendance data base, which increased availability for Supervisors to complete other tasks.Partnered with managers and departments to ensure effectiveness of work flow and streamline processes. Conducted 6 and 12 month reviews for all team members, providing mentoring, offering direction for career development, handle all salary adjustments, reprimands, and terminations. Show less

Managed and coached a team of 20 - 25 sales representatives to achieve and maintain all sales metrics, revenue, and customer satisfaction by assuring agent productivity and performance.Managed all aspects of newly hired team members, participated in job fairs, recruiting, and interviewing process.Conducted daily quality call audits on each team member to ensure the highest quality scores and customer satisfaction; met and exceeded departmental productivity in all key metrics areas.… Show more Managed and coached a team of 20 - 25 sales representatives to achieve and maintain all sales metrics, revenue, and customer satisfaction by assuring agent productivity and performance.Managed all aspects of newly hired team members, participated in job fairs, recruiting, and interviewing process.Conducted daily quality call audits on each team member to ensure the highest quality scores and customer satisfaction; met and exceeded departmental productivity in all key metrics areas. Conducted daily team meetings to communicate team performance, successes, and opportunities.Led a group of Sales Managers in training teams to increase “Close Rate” percentages. Assisted in training newly hired Sales Managers, including tracking software, policies and procedures.Provided 6 and 12 month reviews for each sales representative, including salary adjustments, reprimands, and terminations. Show less

Participated in the successful startup of the Dell Technical Support Call Center. This included extensive interviewing, administering technical testing, and meeting the goal of hiring 450 qualified employees in a 3 month time period successfully. Participated in job fairs, and recruiting process. Managed and coached teams as large as 75 technical support representatives while maintaining departmental objectives and providing technical support to Dell Home and Small Business customers.