NW Operations Supervisor Resume Example Gohealth Urgent Care

NW OPERATIONS SUPERVISOR

Summary

Two years ago, I decided to return to healthcare and began in a call center position after working in retail management and financial services for over a decade. My skills from healthcare jobs in my early years were helpful in achieving goals and finding ways to assist market leadership with expanding service lines in workers compensation, telemedicine and business to business relationship building. In retail, I learned how to identify customers needs and expand the customer relationship. Working in the financial services industry, I learned how to de-escalate situation, follow compliance requirements and ensure productivity. I believe my diverse background has provided me with an excellent starting point as a customer success manager in a healthcare setting.

Experience

01/2018 - CurrentGoHealth Urgent Care - NW Operations SupervisorPortland, OR

Trained, mentored and motivated employees to maximize team productivity.
Developed and oversaw strategies for improving operational efficiency and accuracy.
Developed initiatives for process improvement and reviewed and assessed ongoing operations.
Cultivated and strengthened relationships with clients and expanded offerings based on market need.
Established organizational vision and developed strategies to achieve sales and customer service goals.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Attended conferences to network and expand occupational medicine offerings
Collaborated with finance and CBO to organize DTE service line
Collaborated with market leadership to forecast optimal strategy based on sales and product profitability.
Developed business to business service line, with forecasted 13 million in revenue
Developed occupational medicine business line
Rapidly expanded telemedicine business line in NW market to meet pandemic needs
Assisted and supported California market leadership with roll out of telemedicine service line.

08/2009 - 07/2017US Bancorp - Senior Fraud AnalystPortland, OR

Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Participated in group discussions with team members to develop new ways to combat fraud.
Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
Identified fraud patterns and anomalies through analysis of large quantities of data.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Performed site evaluations, customer surveys and team audits.
Recognized by management for providing exceptional customer service.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Improved customer satisfaction by finding creative solutions to problems.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

11/2004 - 02/2008Walmart - Customer Service ManagerVancouver , WA

Developed open and professional relationships with team members, enabling better, more effective customer service.
Trained new employees on company policies, procedures and customer service standards.
Planned and prepared workflow schedules, delegating tasks for 140-member team.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goals.
Supervised customer service and cashiers
Ordered all supplies and merchandise for three department
Adhered to company standards when merchandising displays and running promotions.
Upsold and down-sold products and services to meet specific customer needs.
Established and updated schedules to maximize coverage and delegated assignments to manage challenging objectives.
Conducted market research to assist Store Manager in assortment and category planning.

Skills

Regulatory requirements
Records management
Schedule management
Patient safety
Personnel management
Health information systems
Employee retention strategies
Patient relations
Staff supervision
MS Office
Process improvement
Team building
Invoice generation
Organization
Problem resolution
First Aid/CPR
Team management
Contract negotiation expertise
Cost management
Consultative and relationship selling
Market and competitive analysis

Account development
Business Planning
Proficient in Epic
Compelling leadership skills
Service-driven sales
Profit and revenue-generating strategies
Rapport and relationship building
Brand-building strategies
Multidisciplinary team leadership
Social media savvy
Multi-unit operations management
Contract review and recommendations
Policies and procedures implementation
Incidents management
Staff training and development
Sales presentations
Client relationships
Invoice processing
Microsoft Office Suite expert
Revenue generation
Business and Operations Management

Education and Training

Portland Community CollegePortland, ORSome College (No Degree): Business Management

Resume Overview

Companies Worked For:

GoHealth Urgent Care
US Bancorp
Walmart

School Attended

Portland Community College

Job Titles Held:

NW Operations Supervisor
Senior Fraud Analyst
Customer Service Manager

Degrees

Some College (No Degree) : Business Management

NW Operations Supervisor Resume Example

Resume Score: 80%

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