Call Center Customer Service
Resume:
Tricia L. Keller
ad5o3a@r.postjobfree.com
Successful executive team member with creative thinking in best practices for patient experience, problem solving, process implementation and strategic initiatives.
Education:
Bachelor Of Science / Lock Haven University, PA
Experience:
NATIONAL DIRECTOR OF ADMISSIONS/ SENIOR INQUIRY MANAGER- MONTE NIDO AND AFFILIATES
APRIL 2019 – CURRENT
Operations of admissions department to include admissions specialists, verification specialists, utilization review team, intake team, reception and call center for 56 eating disorder and co-occurring treatment center locations across the nation; Develop and manage goals and incentives; Train and develop talent within the admissions department to provide the highest quality of customer service; Coach and empower the admissions department members to make educated decisions based on inner office skills training and experiences; Strategize and implement best practice call flow to best meet company demands; Work closely with the CFO regarding P&L and financial decisions; Daily, weekly and monthly reporting and data recording in order to accurately evaluate trends, goals, barriers and staffing needs/patterns; Work closely with talent acquisition to attain appropriate staffing within the department; Coach, discipline, hire, performance improvement plans, fire staff as needed; Work closely with and develop relationships with outreach team, referral sources and site staff; Identify and act on growth opportunities for Monte Nido and Affiliates; IT Committee member with focus on efficient call center software, EMR programs and total integration products; Decision maker for insurance/financial accommodations based on Revenue Cycle Management; Member of the Digital Marketing Committee; assess and report digital effort outcomes; Share honest and constructive feedback with senior leadership; Negotiate, review and execute single case agreements with non-contracted insurance companies, counties and behavioral health agencies; Present to outside agencies, families, referents and outreach teams; Work alongside legal-council to develop appropriate binding admission and financial documents for our customers; Manage new product roll outs within admissions department
REGIONAL DIRECTOR OF ADMISSIONS/CALL CENTER DIRECTOR- ACADIA HEALTH CARE- OCTOBER 2015 – March 2019
Operations of 12 admissions departments for a large substance abuse treatment network totaling 977 beds; direct a commercial insurance call center overseeing systems and processes; daily hands on to ensure best practices in regards to customer service, goal meeting and exceeding and policy/protocol adherence; implement best practices regarding call flow, on call protocols, call volume vs. staffing needs; keep accurate records for tracking all pertinent information regarding goals, trends, and referral sources in order to forecast future situations; place heavy emphasis on maintaining a strong relationship with the marketing team; work closely with insurance companies in order to ensure accurate coverage and authorizations for treatment through PA Medicaid, county funding, commercial insurance plans and Medicare policies; work very closely with utilization review, nursing, intake and clinical to ensure we are providing proper access to care; feel very strongly about leading by example and finding positive resolutions for any problems that may arise; data reporting and scrubbing to locate potential trends and/or barriers to success; travel regionally and nationally as needed to train admissions staff, to educate myself in order to be a better leader, and to take part in operational team meetings; work closely with all counties in PA in order to satisfy and exceed contractual goals and to ensure positive negotiations each fiscal year; implemented the plan for 24/7 handling of specific inquiries/calls in order to place potential clients within 24 hours; identify growth opportunities for corporate and assist in obtaining contracts; work closely with the national call center to appropriately handle cold and warm hand offs; implemented an on call transportation plan; onboarding and training of new staff
SUBSTITUTE TEACHER/ LOCAL DISTRICTS/ AUGUST 2013 – OCTOBER 2015
Implemented lesson plans, enforced school policies, set examples as a leader acting professionally in all situations, communicated with absent teachers via notes or email to update them with any concerns or highlights of the day
DIRECTOR OF ADMISSIONS AND MARKETING/ HUNTINGDON NURSING AND REHAB CENTER / FEBRUARY 2008-JUNE 2013
Practiced the highest level of customer service skills, staff management, and safety enforcement on a daily basis; interacted daily with physicians, hospital caseworkers, families, therapists, business owners, other health care agencies and government agencies as well as community organizations; marketed all services offered; prepared and maintained budget; gave tours of facility as needed; implemented special programs for resident families; developed surveys for residents and families; implemented and directed fundraising events; completed admission paperwork with residents and families; completed insurance verifications; input new admissions into system; explained all insurance benefits to residents and family members; in-serviced staff monthly and as needed regarding safety and customer service
DIRECTOR OF MARKETING AND ADMISSIONS/ WOODLAND RETIREMENT COMMUNITY/ JANUARY 2006-FEBRUARY 2008
Marketed all services offered; Developed relationships with area hospitals, rehabilitation centers, senior centers, home care agencies, churches and other referral sources; completed all admission paperwork with families; verified insurances prior to acceptance into program; Presented information about Woodland for staff, community, hospital personnel, and other healthcare and government agencies; played a large role in design and implementation of the new independent living apartments; facilitated photo shoot for marketing purposes; Implemented and administered customer service trainings for all facility staff
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