Scheduling Supervisor - PAC & Call Center Operations Expert
Resume:
MYA DAVIS
Fountain Inn
***********@*****.***
Results-oriented Scheduling Supervisor with 15+ years of experience in high-volume customer service and healthcare operations. Expert in Patient Access Center (PAC) Operations, Scheduling Systems, and Call Metrics Monitoring to ensure optimal productivity and efficiency. Proven leader in maintaining strict Healthcare Compliance with CMS and HIPAA standards while leveraging EMR Documentation and conflict resolution skills to enhance patient satisfaction.
WORK EXPERIENCE
Concentrix Greenville, SC
TEAM LEAD/CUSTOMER SERVICE REPRESENTATIVE February 2019 – Present
Monitors and trains a team of scheduling specialists to consistently exceed productivity, quality, and call handling/wrap-up metrics within a high-volume call center.
Ensures peak performance by analyzing KPIs and performance dashboards, delivering targeted coaching on PAC Operations and call flow efficiency.
Maintains 100% Healthcare Compliance by supervising adherence to CMS guidelines, internal policies, and strict quality standards for Medicare accounts.
Utilizes advanced Conflict Resolution techniques to resolve complex customer inquiries, acting as the primary escalation point for patient and provider concerns.
Supports audit readiness and insurance verification processes through rigorous documentation review, call monitoring, and process reinforcement.
The Sunshine House Travelers Rest, SC
CUSTOMER SERVICE ASSOCIATE/ADMINISTRATIVE ASSISTANT April 2015 – January 2019
Coordinated complex Scheduling Systems for staff meetings and facility operations to ensure optimal resource allocation.
Performed high-volume data entry and EMR-style documentation, maintaining accurate records for regulatory compliance and audit readiness.
Processed invoices and financial documentation, ensuring proper billing alignment and accounts receivable accuracy.
Managed multi-line phone systems and reception, directing visitors and high-volume calls while maintaining professional administrative standards.
Greenwood Family YMCA Greenwood, SC
SITE DIRECTOR/INSTRUCTOR September 2010 – April 2015
Delegated tasks and managed shift scheduling for instructors to maintain operational efficiency and safety ratios.
Ensures the fluid flow of key operational information between staff, parents, and senior management to mitigate service disruptions.
Monitors and reports on activity outcomes, utilizing performance data to implement corrective action plans and program improvements.
Pediatric Hair Solutions Greenville, SC
FRONT DESK RECEPTIONIST/LICE TECHNICIAN January 2009 – August 2010
Facilitated Insurance Eligibility Verification and prior authorization guidelines for patients to ensure seamless treatment workflows.
Maintained detailed patient charts and EMR Documentation, documenting treatment plans and financial transactions within a private practice setting.
Managed complex patient scheduling and follow-up protocols, delivering high-quality service and clear home-care instructions.
EDUCATION
Ultimate Medical Academy Tampa, FL
DIPLOMA in MEDICAL ADMINISTRATIVE ASSISTANT January 2013 – January 2014
ADDITIONAL SKILLS
Healthcare & Patient Access Operations: Patient Access Center (PAC) Operations, Scheduling Systems, Insurance Eligibility Verification, Prior Authorization Requirements, EMR Documentation, Medical Terminology, HIPAA Compliance, CMS Guidelines, Medical Billing, ICD-10
Leadership & Call Center Management: Call Metrics Monitoring, Conflict Resolution, Team Leadership & Training, KPI Analysis, Performance Dashboards, Corrective Action Planning, Strategic Delegation
Technical Tools & Platforms: Epic, Cerner, Microsoft Office Suite, Microsoft Outlook, 10-Key Data Entry, Office Management Software
CERTIFICATIONS
Certified in CPR, AED, and First Aid, and Child Abuse Prevention
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