Manager Call Center
Resume:
Medical Call Center Supervisor with a warm and friendly demeanor
always! Skilled at interactive with diverse populations and conscientious of hospital policies, standards, and procedures. Team builder who is successful at motivating and building positive team dynamics to accomplish aggressive goals. Punctual problem solver and avid multitasker. Track record of being an essential part of various management teams and instrumental in providing effective solutions that produce immediate impact and contribute to long-term success. Work History
2006-05 -
Current
Supervisor
UT Southwestern Medical Center, Dallas, TX
• Applied strong leadership talents and problem-
solving skills to develop highly-efficient team to take over leadership positions and organize workflows.
• Promote superior customer service, teamwork and
cooperation through helpful, courteous, and positive interactions with colleagues and external callers; continuous call monitoring and providing feedback.
• Analyze and solve multi-faceted problems that
affect inter-department executive leaders and
business initiatives.
• Lead continuous improvement projects by analyzing problem areas and evolve current in-house
protocols based on trend reports generated by
collecting and interpreting data; and communicate
findings to leadership.
• Collaborate with other departments to update,
develop, and launch policies and procedures that
uphold CTCS' [workflow] integrity, compliance, and production.
• Revitalize operational structures and procedures to successfully control turnover and waste, enhance
output and boost overall quality.
• Define operational metrics to streamline operations to evaluate and improve process efficiency and
procedures.
• Track and prepare quarterly reports to present to leadership.
ANABEL
VERASTEGUI
Medical Call Center
Supervisor
Contact
Address
Dallas, TX, 75215
Phone
********@*****.***
Skills
Project and Operations
Management
Analytical and Critical
Thinking
Unify/ Spok, Epic, MyChart,
AmCom, Everbridge,
Nuance, Viz.Ai, QGenda,
ServiceNow experience
Improvement initiatives
Poised under pressure
Strategic planning
Fluent in Spanish
Cultivate positive rapport
Unsurpassed work ethic
• Using empathetic problem-solving methods, handle customer complaints, resolved issues and adjusted
policies to meet changing needs.
• Provided backup by assisting with various tasks
whenever call queues become overwhelming.
• Effectively managed assigned event reports by
investigating and documenting details using RLDatix.
• Maintain accuracy while updating database with
Peoplesoft data and verifying provider contact
information.
• Developed training, task and process guidelines and communicated clear and concise directions to
employees
• Maintained compliance with company policies,
objectives and communication goals
2016-06 -
2020-01
Laboratory QA/QI
Provecta Diagnostics, Dallas, TX
• Determined root cause of deviations and non-
conforming results and implemented appropriate
corrective and preventive actions.
• Completed supporting documentation for testing
procedures, data capture forms, equipment
logbooks and inventory forms.
• Performed routine preventive maintenance on
equipment parts and materials.
• Provide direction and assist with daily operations of client services area to promote efficient workflow.
• Troubleshoot issues with clients; such as, proper handling, packaging, and delivery of patient
specimens in accordance to set lab protocols.
• Analyzed and followed-up unpaid insurance claims.
• Used critical thinking to break down problems,
evaluate solutions and make decisions
Education
2001-01 -
2001-09
Certification: Phlebotomy
Cedar Valley College - Lancaster, TX
1999-08 -
2001-08
Medical Technology
The University of Texas At Arlington - Arlington, TX
• 90 Hours Completed
• Forensic Science Focus
Accomplishments
• Collaborated with CUH RN Administration in the
development of the afterhours Rn Triage Line.
• Achieved reduced TAT of critical imaging results by developing workflow for escalation of
communication.
• Created Career Growth Lattice to revitalize
operational structures and procedures to
successfully control turnover, enhance output, and boost overall quality.
• Developed training manual
• Prevented delay in patient care by completing [up to date] providers' answering service profiles.
• Developing MyChart to maintain compliant and
cost efficient while assisting the increasing patient demand.
• Achieved successful transition to remote operations by involving in Business Continuity disaster planning tasks.
• Earned the “Spok Innovation” Award in 2017 for the use of current technologies in hospital transfers.
• Collaborated with Business Continuity team of in the development of virtual Executive and Hospital
Command Center.
Additional Information
UTSW TRAINING:
Aspiring Leader Cohort 7
Lean Six Sigma Green Belt Cohort
Leadership Foundations Cohort
Clinical Safety and Effectiveness Cohort
Pure Service
Values in Practice
UTSW QC/QI project Ad Hoc
Compliance Liaison
Stroke Committee
MyChart Committee
References
Will Jefferson, UT Southwestern, CTCS Manager, 214- 645-5472
Gala Mikkelson, UT Southwestern, Hospital Operations Supervisor Manager, 214-***-****
Sheryl Bartlett, UT Southwestern, Assistant Manager Nurse, 214-***-****
.
Contact this candidate