Driven self-starter with eight years' experience in distinguishing needs and delivering solutions in high volume complex environments. Deeply knowledgeable in health care administration. Passionate for improving patient health and care delivery. Highly proficient utilizing technology in evaluating objectives, influencing direction, and executing initiatives. Proven ability to shape direction, increase efficiency, and achieve goals. Excel's in prioritization with ability to re-prioritize according to fluctuating demands on projects and time. Exceptional organizational skills with oversight of multiple simultaneously functioning projects.
Highly proficient in Data analysis
Excellent Project management Skills
Experienced in Medical and Insurance industry
Excels in prioritization
Excellent customer Service skills
Enjoys working in collaboration and independently
Proficient in Communication
02/2017 - Current
Kaiser Permanente － Hillsboro, OregonAssistant Contact Center Supervisor
Real time data analysis of 300+ agents.
Consistent evaluation of data volume and patterns to correct any deviations in real time.
Data analysis of call volume, trends, and forecasting.
Data analysis of staffing needs and optimal placement of off the phone activities.
Influenced positive outcomes for service level stabilization.
Successfully managed Specialty Care Appointing annual compliance education planning project.
Project management in outbound work assignment optimization process. Goal was to improve productivity, efficiency, meet current demand and reduce backlog while providing a consistent service level outcome.
Successfully led key project to standardize schedule formatting and issued implementation.
Successfully created workflow procedures for department processes.
04/2016 - 02/2017
Kaiser Permanente － Hillsboro, OregonPatient Access Specialist Temporary Lead
Mentored newly hired staff.
Trained staff in policy and procedures.
Coached staff for performance improvement.
Received escalated customer service calls for recovery.
Utilized EPIC health system to address patient concerns.
Utilized multiple databases to disseminate information.
Notations made to patients charts according to company policies and procedures.