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Click here or scroll down to respond to this candidateCandidate's Name
Topeka KS, Street Address PHONE NUMBER AVAILABLE, EMAIL AVAILABLESkillsProcess ImprovementBudgetingTechnical SupportService DeliveryCustomer FocusData AnalysisLeadershipTalent AcquisitionPerformance EvaluationFinancial PerformanceQuality assuranceTeam BuildingExperienceTechnical Assistance Center Manager 07/2022 to 04/2024Mercury Broadband Topeka, KS Responsible for the overall management and aspects of the Technical Assistance Center and the development & application of team strategies to further the objectives of the Center.Ensured that all safety and health guidelines were followed. Recorded inspection and test data such as weights, temperatures, grades and quantities inspected.,Performed production floor pre-operation, and sanitation inspections.Discarded and rejected products, materials and equipment that did not meet specifications and performed final product inspections.Audited R&D test procedures with new products.Collected samples during production and tested randomly to determine in-process product quality.Regional Operations Manager09/2021 to 7/2022Ciox HealthTopeka, KSManage on-site at 2 locations, and remote staff nationwide.Primary Account manager to CustomerMentor HIS staff for further professional developmentResponsible for P&L management ($2M+)Oversee the safeguarding of patient records and ensuring compliance with HIPAA standards.Own the management of patient health records.Manage time tracking within time tracking and payroll approval system.Director, Customer Service2/2018 to 2/2021Health Plan of San JoaquinFrench Camp, CAResponsible for Customer Service department, including talent acquisition, hiring, training, call quality, and performance against Key Performance Indicators in a union environment.Responsible for Member communications via various means of communication, and in person support.Managed implementation of new Customer Relationship Management application.Develop and Implement Business Continuity Plan.Develop and Implement Transportation Program for Members, utilizing Public and Private transportation through telephone and electronic means.Responsible for budgeting and financial performance.Worked with County and State regulators.Response Center Director4/2010 to 10/2017Planned Parenthood Mar MonteClovis, CAResponsible for all aspects of the Call Center, scheduling appointments and daily calendars for 35 Health Centers and 80 FTE Healthcare Providers.Streamlined appointment scheduling process focused on Provider productivity and Patient access.Established Training and Quality programs for my department.Analyze call volume to build Response Center Agent schedules for hours of operation, agent metrics, service levels and call quantity.Provide daily visit analysis to Health Center Managers, Area Service Directors, COO and CEO.Worked on various Continuous Process Improvements groups to increase Health Center access and financial performance.Work with all levels of the organization on continuous improvement.Professional AccomplishmentsManaged to keep department headcount flat, while doubling our customer base.Implemented the technical rollout of our Fiber product, insuring staff that appropriate processes,training and documentation.Built solid relationships with our Field Services, Customer Service and Sales departments.Implemented a remote Telecom Team to support 10 markets.Developed solid working relationships with local and regional customer management.Successfully implemented new CRM System.Streamlined department processes and procedures to efficiently handle all incoming Member and Provider inquiries.Designed and Implemented process for Member Transportation.Managed Member Transportation program implementing significant cost reduction effortsTransitioned Department from and On-Site Model to a Hybrid On-Site Remote Model.Assessed Response Center performance with National Planned Parenthood Metrics.Revised Response Center Reporting to align RC performance with National Planned Parenthood Standards.Developed NextGen scheduling templates designed to include Clinician skill set, support the visit projections, service mix, and financial goals of each Health Center.Implemented the use of the NextGen Search Ahead tool enabling Agent to schedule appointments accurately and efficiently for all PPMM locations.Developed standards for the Response Center Agent performance and reporting tools for management.Developed training and tools for centralization of template management.Successfully implemented a Centralized Insurance Verification team to service 34 Health Centers with verification of Medicaid, Exchange, and commercial insurances.Implementation and management of On-Line Appointment Scheduling.EDUCATIONElectronics/Computer Repair Manhattan Area Technical College 1986 |
