Call Center Customer Service

Supervisor

Patient focused strategist leveraging an expertise in highly matrixed healthcare environments establishing credibility through “roll-up-my-sleeves” work ethic to influence diverse teams.

Skeptical Mindset: Always Questioning Accuracy, Never Assuming, & Taking Ownership of Results

Convergent & Empathetic Thinker

Data & Tech Trends

Patient-Focused Perspective

Team Performance Optimizer

Health Plan Benefits

Managemment & Leadership

Clinical Data Management

Epic/PDSA

Grant Writer & Training

Career Experience

Dietary Administrator Stanford Healthcare Newark 08.2022-Present

Overseeing patients dietary regimen, collaborating with leadership on food services programs and interface with staff to ensure the menus are aligned with food restrictions/preferences.

Engaging in interactions with team members to build workflows that identify patient’s needs, meal planning, performance management, and inventory control.

Communication Operator Kaiser Permanente San Francisco, CA 2016 -2022

Adept communicator and analytical thinker contributing to develop and train cross-functional teams in an evolving environment.

Interfaced with the Alert Disaster teams regarding red alerts, navigate patients to the appropriate departments, initiate emergency call notification, and retain medical center personnel on demand.

Executed hospital codes: heart alert, code blue, stroke alert, nurse stat, security stat, code red, and code grey; documented codes.

Member Service Supervisor Health Plan of San Mateo (HPSM) San Mateo, CA. 2021

Encourage teambuilding through assigned staff and unit in a call center environment.

Managed the day-to-day operations of member service Call Center including handling escalated calls

Analyzed team members performance and established individual developmental plans to acknowledge strengths and improve areas of growth.

Employed improved practices to recruit, train, and onboard new hires.

Streamlined members' complaints and ensured employees were adhering to lunch/break schedules.

Practice Coordinator UCSF Medical Center Ambulatory Call Center 2009- 2021

Effectively curated a roadmap for outpatient office visits/surgery, referrals, and virtual scheduling under the Health Promotion for COVID 19 Testing and vaccines.

Streamlined a high-volume of calls, managed emergency calls from patients under high stress which included acute chest pain and abnormal breathing

Interfaced with insurance companies and confirmed TAR (Treatment Authorization Record), executed messaging referrals of ICD coding for authorizations, and upheld a high-quality standard of service.

Delivered up-to-date statistics on UCSF staff engagement and increased the call centers daily percentage by 5% on Gallup surveys.

Leveraged CRM messaging via Mercury Messenger II and diffused challenging circumstances utilizing AIDET.

Nurse Assistant Zuckerberg San Francisco General 2010-2012

Created a safe space for patient care in the telemetry, transitional, and acute care unit where admissions, wound care, and bedding were executed.

Orchestrated daily living activities, created reports, and documented vital signs in the Electronic Health Record (EHR)

Education & Certifications

MPH University of Arizona In Progress

California State University East Bay Hayward, CA

MPA Public Administration: Public Management & Public Analysis

M.S. Health Care Administration

Graduate Equity Fellowship Award Recipient: 2019/2020

B.S. Recreation & Community Education

Bachelor of Science, Recreation California State University East Bay Hayward, CA.

Certifications

Management & Strategy Institute: Call Center Supervisor Certified (CCSC) • Corporate Trainer Certified • Lean Six Sigma Certified

Leading the Frontline Series and Professional Staff Development University of California, San Francisco California

Basic Certificate in Quality and Safety Institute for Healthcare Improvement

Improvement Capability • Family-Centered Care • Tipple Aim for Populations

Human Resource Management Certifications California State University East Bay – Continuing Education

Development Management skills for Human Resource Professionals Staff selection

Overview of HRM (Human Resource Management) Develop motivated workplace

Employee relations Labor Relations Job Analysis

HRIS/HCM for HRM Professionals Health & Safety

Leadership Snapshot

Health and Safety Champion Kaiser Permanente Northern California

Delivered health and safety strategies with zero injuries.

Champion True North Pillars for the Financial Strength, Patient Experience, Our People, and Strategic Growth

UCSF Ambulatory Call Center

Generated patient satisfaction through intentional team building, qualitative and quantitative research, and deliberating challenges to improve the patient experience from Press-Ganey comments.

Student Program Liaison, California Association of Healthcare Leaders

Higher Education Network Northern California

Managed memberships enrollment and networking events.

Cotillion and Debutante Adviser Beta Pi Sigma & Delta Sigma Sororities San Francisco Bay Area

Identified as a community advocate that promoted higher learning and career awareness through debutant balls.

Awarding top achieving students with scholarships to acknowledge their academic talents and community engagement.

Graduate Assistant California State University East Bay

Influenced 45 front desk assistants in delivering superior customer service care to students through engaged customer service training, troubleshooting challenges, coaching/mentorship, and designed operational workflows with the executive leadership team.

Brenda Captain-Edwards, MPA, MSHCA

San Francisco, CA • 925-***-**** • ******.*******.*******@*****.*** • LinkedIn: Brenda Captain Edwards

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