Operations Manager

ERICKAH COOPER

770-***-**** Atlanta, GA, ***** *************@*****.***

S U M M A RY

Passionate, agile leader with a proven record of success in leading teams, providing exceptional customer service, and managing projects. Experienced in streamlining processes, developing and implementing operational strategies. P R O F E S S I O N A L S K I L L S

Workflow optimization

Agile coaching

Cross-functional collaboration

Staff management and training

Motivate and Build Successful Teams

Process analysis and improvement

W O R K E X P E R I E N C E

Clinic Operations Manager Mar, 2021 - Present

Emory Healthcare Atlanta, GA

Manage and supervise a team of 25, across 3 locations responsible for providing administrative and front desk customer service Improved operational systems and practices to ensure support for organizational missions and goals while implementing; policies and procedures to improve department scheduling process Identified department process inefficiencies through gap analysis and outlined sensible solutions Develop, monitor and update provider schedules utilizing Qgenda, Cerner, EPIC and ProVation Developed project work plans, specifying goals, requirements, deliverables, and contingency plans and identifying risks for scheduling conversions

Administrative Coordinator Oct, 2018 - Mar, 2021

Emory Healthcare Atlanta, GA

Managed daily office operations, including hiring and training clinic staff, ordering supplies, and managing provider schedules Developed process mapping for current and future department processes Developed and implemented efficient administrative procedures to improve workflow and productivity Collaborated with other departments to ensure that all administrative tasks were completed in a timely manner Supervised and trained administrative staff in the use of scheduling Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement Patient Access Specialist Apr, 2014 - Oct, 2018

Emory Healthcare Atlanta, GA

Resolved questions, concerns and patient conflicts while delivering the highest level of customer service Served the doctors, nurses and other assistants by keeping the daily schedule current while communicating any changes Participated in customer service improvement initiatives Managed an average of 150 daily inbound and outbound calls assisting with patient scheduling, inquiries and complaints with a 94% customer satisfaction rating

Claims Specialist Aug, 2011 - Oct, 2013

Express Scripts Indianapolis, IN

Processed prior approvals and all aspects of electronic claims processes and rejection resolution for prescriptions Performed quality assurance checks to ensure all claims were processed correctly E D U C ATION & C E R T I F I C ATIONS

Select Feb, 2018

Western Governors University, Salt Lake City, UT

Contact this candidate