Experience

Partners Urgent Care

• Scheduling Coordinator/ call center Manager

  • Jan 2017 - Present

  • Schedules call center staff, reports time in humanity and approves changes as appropriate• Contributes to the development of policies, procedures and systems which assure the effective operational functioning of the Call Center.• Trains call center staff on all related processes • Supervises the daily activities of the Call Center representatives to ensure optimum performance. • Able to perform all duties of a call center representative, if needed. • Is the first… • Schedules call center staff, reports time in humanity and approves changes as appropriate• Contributes to the development of policies, procedures and systems which assure the effective operational functioning of the Call Center.• Trains call center staff on all related processes • Supervises the daily activities of the Call Center representatives to ensure optimum performance. • Able to perform all duties of a call center representative, if needed. • Is the first escalation point for the call center to answer and resolve patient inquiries. Escalates any issues to Director of Operations that fall outside of an existing protocol or process to meet the needs of the patient. • Monitors call center call volume and trends. Reports data to leadership team as requested or agreed upon. • Manage electronic medical record work queues. • Participates in quality/process improvement initiatives designed to enhance patient experience or improve workflow efficiencies for staff • Works closely with scheduler/timekeeper and IT support coordinator • Completes special projects as assigned Show more Show less



Boston Children's Hospital

• Clinical Assistant

  • Aug 2015 - Present



internal medicine of the north shore

• medical assistant

  • Dec 2012 - Aug 2015