Team Supervisor Lead
Resume:
Christine E. Flynn
Somerville, MA 02145
Summary of Qualifications:
Qualified, strong, dependable, communicative, trustworthy and diligent Senior Manager of Partners call center. Excellent management and organizational skills are possessed and implemented during previous work experience.
Professional Experience
Partners HealthCare – Patient Service Center
Senior Manager (2018-Present)
Responsible to run all projects assigned to the department.
Mange the workflow for the external vendors.
Supervision and support of five managers and their teams.
Responsible for the day to day operations of the call center.
Ensure all productivity and quality guidelines are met.
Reallocate staff as needed to assist other teams/or departments.
Responsible for all registration edit Work Queues.
Partners HealthCare- Patient Service Center
Lead Supervisor/Supervisor (2013- 2018)
Responsible for scheduling and supervising Registration Services Representatives and Team Lead
Responsible for ensuring proper phone coverage and directing daily assignments to staff
Responsible for devising new workflows to assist in enhancing productivity
Deescalate calls from dissatisfied patients/practice staff diplomatically
Administer performance reviews and provide effective feedback
Provided leadership coverage in the absence of Operations Manager in terms of providing assistance to three Registration Supervisors and their team and supported the North Team supervisor
Massachusetts General Registration & Referral Center
Registration and Physician Referral Supervisor (2008-2013)
Responsible for the scheduling and managing of Registration Coordinators and Team Lead
Responsible for ensuring proper phone coverage and directing daily assignments to staff
Responsible for devising new workflows to assist in enhancing productivity
Deescalated calls from dissatisfied patients/practice staff diplomatically
Managed marketing campaigns for the Physician Referral Service Team
Administered performance reviews and provide effective feedback
Christine E. Flynn
Registration Supervisor (2007 – 2008)
Supervised a team of 20 registration coordinators
Adapted and excelled in challenging environments
Ensured adherence to hospital policies and procedural guidelines
Provided individual coaching and training to staff
Recognized for the ability to handle large projects to ensure completion in a timely manner
Senior Registration Coordinator (2006 – 2007)
Assist team Supervisor with the scheduling and managing of staff in the team
Supervised team in absence of the team Supervisor
Responsible for daily queue totals and reports
Responsible for ensuring proper phone coverage and directing daily assignments to staff
Continue to perform all Registration Coordinator duties
Responsible for training and updating policies of the department to the staff
Registration Coordinator (2004 – 2006)
Registered new patients and updated existing patient’s demographic and financial information
Utilized various systems while conducting personal interviews via the phone
Verified insurance eligibility
Selected to work on the Patcom Support Team, training coworkers on a new registration system prior to its official roll-out
Provided excellent customer services to all patients and medical staff
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