Contact Center Manager
Resume:
Jodi Kinsler
Hillsboro, OR 97124
*********@*******.***
PROFESSIONAL SUMMARY
Highly personable Customer Service professional with over 20 years of experience in call center management, management and project management operations within healthcare, pharmaceutical, finance and the restaurant industries.
Talent for identifying customer needs and presenting appropriate company product and service offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business
Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings
Expertise in resolving escalated customer service issues
Secured numerous achievement awards for delivery of exceptional customer service
PROFESSIONAL EXPERIENCE:
2015 –2017– Access Health Louisiana – Kenner, LA
Call Center Manager
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; helping to identify and evaluate state-of-the-art technologies; defining user requirements, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Back-up Clinic Operations Manager
2013 –2014– Hatboro Medical Associates – Hatboro, PA
Patient Coordinator –Part time
Handle non-appointment and appointment related calls from patients. Resolve the reason for the call or route to the appropriate party.
Provide an effective communication link between patient and medical staff,
including relaying messages from providers, gathering information from patients
for providers, etc.
Support patients and providers in the medication refill process
Use registry and other information to inform care team members of preventive
care required for each patient seen each day.
Ensure that all patients are tracked and data entered into systems for follow-up
and reporting.
Regularly review registry information for assigned panel of patients and arrange
for care needed to proactively coordinate healthcare needs.
2008-2015– Ashfield Healthcare LLC, Ivyland, PA
Associate Client Account Manager
Responsible for managing, organizing and coordinating multiple pharmaceutical/ healthcare programs. Projects include but are not limited to: Direct to consumer campaigns, clinical trial recruitment and retention campaigns, inbound and outbound consumer and professional marketing. Project formats include IVR and live operator call handling and fulfillment.
Participate in defining and documenting client needs.
Offer recommendations to ensure successful program implementation and ongoing operation.
Manage all aspects of project start-up, including developing strategy and tactics for program implementation, creating scripts and logic flow, counseling of clients to develop programs which meet legal and regulatory guidelines and developing reporting protocols and templates.
Development and delivery of initial training programs
Manage all aspects of ongoing programs including, but not limited to, call monitoring for quality, providing ongoing training support, providing client with program updates and reporting, interfacing with clients, internal departments and vendors
Assist Client Account Manager, Call Center in some functions of daily program maintenance for certain programs as assigned.
Ensure that all client needs are met with a high degree of quality.
Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
2005-2008 - Ashfield Healthcare LLC, Ivyland, PA
Senior Call Center Supervisor
Supervise inbound and outbound call activity for Ashfield projects ensuring client requirements are met/exceeded. Supervise team of Healthcare Communicators and Licensed Healthcare Communicators and assist with training
Provide day-to-day supervision of the medical information specialists/customer service representatives. In coordination with the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members: conduct new hire interviewing and training and new program training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
• Responsible for maintaining monthly call service levels as required by the client.
• Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
• In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels. This will include serving as backup when needed.
• Provide daily, weekly and monthly ACD activity. Review reports for accuracy.
• Provide ACD call volume reports and productivity reports to Client Services when needed.
• • As needed, assist the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations with the implementation of program modifications and the scheduling of special call programs.
• Assist Client Services in the development and implementation of new client programs.
• Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
Develop and implement client trainings
• Develop Call Center policies and procedures.
• Provide recommendations to programming staff concerning the development of new projects.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
• Accomplish tasks through concern for all areas and all aspects of the job; accurately check processes and tasks
• Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise
• Convey information clearly and effectively through both formal and informal documents
• Convey information orally, in such a way that the recipient(s) comprehends the message
• Work with others in a supportive environment to achieve shared objectives
• Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect
EDUCATION
Colorado Technical University
Doctoral Candidate – Graduation Date – June 2019
Keller Graduate School
MBA, Project Management, June 2014
DeVry University, Fort Washington, PA
Bachelor of Science, Technical Business Management, June 2008
University of North Carolina – Charlotte, NC
Bachelor of Arts in Education, December 1991
Computer Skills: Training and development, curriculum design, Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio, Publisher); Athena, iSymphony, PBX, Ansapoint, Netchex, SharePoint, ACT, CPA, Avaya CMS Manager, WebCPA, Sample Management System, Seibel, Citrix, Beacon, Epic, Trackwise, Dovico, Paycom, Epic, Swank, WebComm iConnect (Salesforce.com), WebEx, Adobe Connect, Zoom, Go to Meeting, Skype, and Company Specific Applications.
Contact this candidate