Professional Summary and Highlights
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Energetic customer service and continuous improvement leader with over 20 years experience leading customer service managers and staff, including 10 years experience managing and developing leaders and 12 years retail customer service and sales management, plus 8 years in full time process improvement roles. Success leading multiple contact centers, outpatient centers, physician practices, retail stores and claims processing teams. Demonstrated results improving patient/customer experience, patient flow and patient access/revenue cycle processes.
Core competencies include delivering operational, financial and budget results, developing leaders and staff, contact center management, problem solving, teaching and coaching exceptional patient/customer experience, project management, improving processes, managing outpatient/medical centers and analyzing data. Certified as Six Sigma Black Belt, Lean Green Belt, Project Management Professional, and Lean Workshop and Job Instruction facilitator. Skilled with Microsoft Office, including Excel, Word and PowerPoint.
• Developed Outpatient Access organization with 200 customer service staff; consistently met goals and budgets.
• Led creation of multi-functional customer service team for large, new outpatient center, delivering exceptional patient experience by driving innovation and operational efficiencies through new tools and processes.
• Executed projects with an average of more than $2 million cost reductions per year from 2009 – 2012.
Professional Experience
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LEE HEALTH (LEE MEMORIAL HEALTH SYSTEM) JANUARY, 2013 – JULY, 2019
System Director Outpatient Access, Lee Health, 06/2016 – 07/2019
Developed, coached and led high-performing team of directors, managers and over 200 customer service people across multiple contact centers, outpatient centers and physician practices. Led projects to improve patient experience and flow. Built strong partnerships with internal partners and created systems/processes in support of strategic direction.
• Organized and managed work stream content and managers to accomplish goals for all Outpatient Access departments, resulting in division coming in more than 10%, or more than $600,000, under budget for 2018.
• Led cross-functional project teams and developed and implemented action plans to improve time of service collections, resulting in over 30%, or over $500,000, more in collections in 2018 over 2017.
• Achieved contact center metrics for 2018 – 2019 while handling a more than 15% increase in call volumes.
• Led project team of internal and external stakeholders, including physician, practice and IT leadership, to drive an integrated solution that made the patient referral process easier and faster.
• Executed project across physician practices that successfully increased patient satisfaction survey scores.
Lean Transformation Specialist, Lee Health, 01/13 – 06/2016
Led projects end to end across physician group and outpatient to resolve ongoing and specific operational issues. Proactively identified value-added opportunities to improve operational efficiencies. Tracked key performance indicators.
• Led workshop and project action plans that reduced time for physician scheduling calls by more than 50%.
• Developed a new, innovative process for exceptional customer service on insurance verification, authorizations, and financial responsibility calls to patients, resulting in over 1,000 providers signing up for the program.
• Implemented daily huddles across primary care, specialty care and pediatric practices.
• Improved physician practice flow and Home Health billing through Lean “5S” workshops.
FLORIDA BLUE (BLUE CROSS BLUE SHIELD OF FLORIDA) DECEMBER, 1997 – DECEMBER, 2012
Six Sigma Black Belt II / Lean Integrator / Process Improvement Manager, Service Organization, Florida Blue, 02/08 – 12/12
Managed projects and led, trained, and coached Six Sigma and Lean practitioners across Service and Sales.
• Executed claims and contact center projects that improved quality and increased automation, with an average...
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