Customer Service Office Manager

Results and data-driven leader with extensive experience creating operational strategies & identifying opportunities to improve outcomes within Customer Service and Patient Call Centers. Customer focused and dedicated to building, empowering, and supporting great team members to deliver an exceptional customer and/or patient experience.

Work ExperienceCustomer Service Office Manager

Confidential - Richardson, TX December 2022-Present

Manage a team of customer focused representatives to ensure standards of service excellence and compliance with established processes and procedures are followed.

●Manage office staff by coaching, counseling, and progressive discipline. Planning, monitoring, and appraising job results. Coordinate training and cross training of staff.

●Ensure daily activities of staff are completed accurately and timely following defined procedures and policies ensuring customer service standards are met.

●Maintain, review, update & create documented customer servicing procedures (SOP’s) for inbound/outbound operations using WMS CRM & ChatGBT, ensuring accuracy and compliance with standard operating procedures.

●Work closely with the Business Development team to successfully implement new customers. I’m the first line of contact after customers sign contracts and work one on one with customers to customize their supply chain needs by providing value added services.

●Supervise export compliance, understanding processes and maintaining documentation and communication between all affected personnel, USDA, and customers. Validate accuracy, timeliness, and compliance with mandated guidelines.

●Ensure the billing audit process is completed on inbound/outbound shipments in a timely manner utilizing the rates and practices of customers.

●Ensure accounts receivables are followed up on in a timely fashion, contacting past due customers to ascertain payment in a timely manner.

●Support Human Resource operations ensuring appropriate documents are accurately completed and maintained in personnel files while maintaining confidentiality.

●Collaborate departmental workflow and project management between warehouse, production, office, and corporate administrative departments.

Revenue Cycle Billing and Support Manager

Radnet - Plano, TX September 2019 to August 2022.

Responsible for the day-to-day management of a Radiology Customer Service Patient Billing and Support Team, to develop and maintain operational programs that meet business objectives while providing exceptional patient experience.

●Effectively guided, led and motivated the workforce / quality assurance / knowledge management and reporting teams by setting goals, managing their workflow / outcomes, providing insights, and developing their skills.

●Majority of our 75 customer service agents and 7 supervisors worked remotely in a high-volume (appx.7000/wk.) in/outbound call center using EPIC & Meditech EHR platform, phone, chat & email platforms (Cisco, eGain) & remained productive through their daily metrics.

●Led and developed the operational approach and processes for the teams to consistently meet monthly goals in performance, escalations, and outbound collections using Salesforce..

●Responsible for Human Resource & new hire related activities such as interviewing, hiring, training, QA audits, coaching, recognition, progressive discipline, and annual reviews.

●Developed and maintained strong partnerships with leadership to identify areas of opportunity and help drive successful outcomes.

●Successfully led large policy processes & SOP’s that grew and scaled over time. Very data driven and motivated to achieve goals.

●Created a monthly bonus structure to reward for performance.

●Communicated business objectives across the department to drive awareness of performance and quality within the call center.

●Managed escalated issues that pertained to patient billing when issues couldn’t be resolved through our escalation team and worked directly with patients or insurance.

●Possessed strong understanding of key performance metrics using SQL reporting tools and their associated drivers within a contact center. Participated in employee satisfaction surveys and helped drive discussions to identify and improve outcomes. Helped to increase employee participation by 30%. Led weekly staff meetings/huddles to provide process updates, employee recognitions and ongoing motivational opportunities.

Patient Services Call Center Operations Manager

Contact Resolution - Frisco, TX April 2017 to August 2019

Managed and drove continued improvements of a Patient Care Scheduling Department consisting of on site and remote at home agents. Our clients were dermatologists, OB/GYN's, other physicians and Nevada Behavioral Health, which we scheduled their patients for appointments according to each client's scheduling and insurance verification guidelines. Used Salesforce for business development & Athena, Meditech & eClinicalWork EMR’s for patient information and scheduling.

Customer Service and Sales Support Operations Manager

Spectacor/AMI Heart Monitoring - McKinney, TX January 2015 to April 2017 (Company Closed)

Managed a staff of CSR’s who assisted callers using Heart Monitoring DME devices with troubleshooting, replacing parts and providing outstanding patient service. I also managed the Sales Support Team who assisted with helping to maintain great relationships with Physicians groups.

Call Center Operations Manager

Solis Women’s Health/Solis Mammography - Dallas, TX - March 2007 to December 2014

Managed the centralized Scheduling Team of onsite and remote agents who received approximately 30,000 inbound and outbound calls monthly for the largest privately owned mammography imaging provider with 30+ health centers throughout the US.

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