Access Representative Call Center
Resume:
Cherron T.
Harris
Priority Access Supervisor
Stone Mountain, Ga 30083
***************@*****.***
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Summary
Energetic motivated leader with 24+ years of healthcare experience, with proven track record of exceeding departmental goals, while initiating operational enhancements to improve quality assurance. Skilled areas of expertise include managing staff and creating the ideal patient experience. I am seeking a position where I can utilize my experience and knowledge to be a great support to both my department and leaders to achieve organizational success.
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Experience
Emory Healthcare / Priority Access Call Center Supervisor
February 2022 - Current, Atlanta, GA
●Assist in the formulation of targets for individuals /team
●Onboard new employees
●Answer questions from agents and provide guidance and feedback
●Anticipate escalation and take over calls when needed
●Measure performance with key metrics such as call abandonment, calls waiting etc.
●Devise ways to keep staff motivated and engaged
●Ensure adherence to policies for attendance
●Prepare monthly/annual results and performance reports
●Keep management informed on issues and problems
Emory Healthcare (Formerly Dekalb Medical) / Patient Access Outpatient Registration Supervisor
June 2008 - February 2022, Decatur, GA
●Responsible for supervising the daily operations of patient registrations in the Diagnostic Breast Center, Wound Care Center, Bariatric Clinic, Central Registration, and Pulmonary Cardiac Rehab
●Maintained high staff morale and retention
●Monitored staff performance, productivity and patient wait time
●Performed daily quality assurance review for account accuracy
●Promoted and achieved monthly collection goals
●Provided ongoing staff training on new processes and patient account management
●Prepared monthly/annual results and performance reports
●Utilized Kronos for staff time keeping ensuring accurate timecards for payroll
●Informed management of department updates, issues, and concerns
Dekalb Medical / Patient Access Representative
April 2007- June 2008, Decatur, GA
●Was responsible to accurately collect patient information, prepare various medical documents, and explain policies to patients as needed in the Diagnostic Imaging Center
●Was responsible for registering and collecting patient financial responsibilities due for service - copayments, deductibles, and coinsurance
●Maintained 95% and higher QA accuracy
●Acknowledged as top collector and registrar on many occasions
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Education
Columbia Southern University / Bachelor of Science in Healthcare Administration 2020
Columbia Southern University / Master of Business Admin./Healthcare Management, Expected Graduation December 2022
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