Manager Physician

Luis M. Pinzon 347-***-****, ********@*****.***

EXPERIENCE:

Montefiore Medical Center 10/2019-Present

Operations Manager, Dept of Surgery

Working closely with the leadership team, develop training and classes to build and develop soft skills for the staff to promote better patient experience

Implementing a QA grading system to monitor calls from opening to closing, soft skills and accuracy adherence to guidelines.

Creating Monthly scorecards for the staff which will allow them to see their productivity on a month to month basis.

Manage staff of 15 agents to ensure productivity and KPI’s are met. This includes meeting benchmarks of 80% of calls answered in 30 seconds or less with an abandonment rate below 5%.

Mount Sinai Hospital 2/2019- 6/2019

Administrative Manager- Physician Access Services

Implemented new QA system and grading to begin monitoring agent and RN Quality and Productivity

Re-scripted departmental phone trees for a more seamless and efficient patient experience

Restructured workflow and formed “Pods” with different LOB’s to maximize daily efficiency and productivity

Managed staff of sixteen 1199 coordinators, ten RN’s and two Supervisors; this included scheduling, payroll, discipline and PIP’s when necessary.

Tunstall Americas

Operations Manager/ Patient Access- LIC, NY 2/2018- 2/2019

Manage all Mount Sinai Accounts contracted and oversee daily operations. This includes Mount Sinai West Specialty Clinic, IMA Clinic, ED line as well as St. Luke’s specialty clinic.

Create and implement scripting and workflows for proper scheduling and call handling thus boosting productivity and patient experience.

Lead weekly/bi-weekly/monthly meetings in person or via conference line as needed with clients

Oversee over 25 staff including 3 supervisors; this includes training, payroll, productivity as well as discipline when necessary.

Build leadership development and trainings for leadership team. In conjunction with HR and Director to enhance skills and provide seamless services across the floor.

Hold 1:1 and group supervisor trainings with my direct reports to help them grow in leadership and set biweekly expectations.

Mount Sinai Hospital 7/2011- 2/2018

Operations Manager- FPA Access center

Effectively manage over 20 staff and the day-to-day operations and functions of access center teams for 6 different practices across the Mount Sinai Health System. This would include maintaining service levels above the 80% benchmark and Abandonment rates of 5% or less on a daily basis

Working closely with practice managers, IT and the Chairman of Dermatology; implementing a new appointment type called “Telehealth” that affords patients the opportunity to have video consultations and appointments, thus eliminating cancellations and no show rates for the practice.

Report back to practices, physicians, VP’s and other admin staff with the most accurate and up to date data on a Monthly basis in regards to metrics and productivity.

Lead weekly workgroups with practices and hospital administration to build action plans for the access center and front ends to ensure seamless and productive workflows between sites

Held recurring 1:1 meetings with my staff to go over QA scores and audits. This includes senior agents (Leads) and a supervisor.

Maintain proper staffing across all 6 teams and monitoring performance. This includes onboarding as well as disciplinary actions and terminations when necessary.

Supervisor- MS Brooklyn Heights

In conjunction with administration at the Mount Sinai Brooklyn Heights office, I lead the onboarding and implementation of MSBH into the Mount Sinai Access Center.

Steadily maintained Service levels 10% above the standard monthly requirement.

Supervise a staff of 13 PC’s responsible for the main point of contact between patients and the practice.

Building direct relationships with 20+ physicians as well as administration and staff at the practice to ensure direct point of contact and optimal productivity.

Lead bi-weekly operations meetings with administration and staff to monitor practice progress.

Trained in Master Scheduling for EIDX to assist in building of physicians’ templates and schedules.

Ran weekly Q&A assessments for my staff as well as responsible for their weekly payroll.

Health Information Specialist- Physician Referral Service

Assumed supervisor responsibility during transitioning of the physician referral service to patient referral service.

Managed a service that answers 1,600 to 2,000 calls per month, and refers to over 15,000 physicians and services per year.

Lead project working closely with vendor and our internal team to integrate Mount Sinai providers into existing referral database

Facilitated meetings and trainings on new software.

Met on a regular basis with physicians, administrators, and managers with my staff and/or marketing colleagues in order to enhance relationships with various practices.

Efficiently managed two physician databases (online and access center) containing approximately 4,000 physician profiles.

Created detailed analysis of monthly calls to distribute to leadership, Public Affairs and Marketing, and Government and Community Affairs staff.

Updated and maintained the credentialing of physicians affiliated with our hospital system.

Trained new employees on software and procedures.

SKILLS:

Bilingual- Fluent in English and Spanish

Computer: Word, Excel, EIDX, RIS, Epic, Echo Access, Centramax, Outlook, Cerner, ECW, Par8o

EDUCATION: Cuny School of Professional Studies - In progress: 80 credits towards BA in Health Service Management

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