•Trained and assisted with the startup of two inaugural hybrid client’s line of business. •Aide in the development of curriculum, learning objectives, and/or course materials for the Hybrid clients.•Performed quarterly audits to assist with ensuring quality work is being performed according to the policy and procedures of the government, client and Advocate. •Performed the role of Client Manager to assist Hybrid clients with understanding the process and procedures of Advocate. •Organized and Implemented 125 Electronic Appeal Letters for the Accounts Receivable Team.

•Enterprise wide inbound/outbound Patient Services operations•Business planning telecommunications •Collections •Training and coaching •Leadership development and mentorship with direct reports•Quality and business process improvement•P&L responsibility of $ 2MM•Supervise day-to-day operations for two offices (United States and Panama, including six direct reports, 50 employees )•Manage Patient Account performance for over 115 clients•Work with client management and the executive team to gather feedback and implement enhancements to the patient experience.*Vendor Manager

Develop performance and quality materials to improve the overall performance and level of service that is given in the Radiology Medical billing customer service department. Provide support to the call center team of 20 for escalated calls and insight to problem solving for clients.• Monitor the schedule adherence and productivity of the call center• Source, recruit, interview and hire new patient account representatives for the call center• Provide feedback on new revenue cycle management procedures.• Assist clients with troubleshooting tasks• Shoretel Phone Administrator• Conflict resolution for staff• Administer disciplinary action• Write /conduct monthly and annual reviews• Client point of contact for problem solving and performance improvement updates• Employee counseling• Provide leadership to customer service department• Vendor Manager for telephony and billing statement companies

Develop performance and quality materials to improve the performance and level of service that is given in the call center of 50 agents. Provide support to the call center for escalated calls and insight to problem solving. Monitor the schedule adherence and productivity of the call center. Source, recruit, interview and hire new patient account representatives for the call center. Provide feedback on new medical billing procedures. Assist clients with troubleshooting tasks. Client point of contact for problem solving and performance updates.

Overseen the daily activities of a split team of 40 virtual and onsite Education Consultants including but not limited to ensuring accurate quality and quantity of external phone calls, timely and accurate follow up on student requests/issues; accurate documentation and reporting of performance, monitored and coached as needed. Participated in weekly client calls for follow up on how business is doing while taking a proactive approach of offering consultative advice. Interviewed and hired new education consultants for the call center. Administered corrective action plans. Monitored department productivity and performance through statistical data with respect to call volume, call answer rate, schedule adherence, talk time, performance quality, issue resolution and completion of assigned tasks. Wrote and administered monthly and annual performance reviews. In addition, regularly reported performance to goals, successes and opportunities for development of team to upper management.

Lead frontline of 20 customer service agentsAnalyzed staffing needs for inbound phone coverageCoached/ trained/ developed new hires and existing staffConducted new hire interviewsWrote/Conducted annual performance reviews