Customer Experience Leader - Health Services Operations

SUMMARY

With over a decade of hands-on experience leading customer service and support operations, I thrive on building strong teams, improving processes, and delivering great customer experiences. My background includes special expertise in Health Service Administration, having led complex call centers, developed impactful performance metrics, and guided teams to consistently meet and exceed service standards. I’m excited to bring my strategic mindset and customer-first approach to a role where I can continue making a meaningful impact.

SKILLS

Customer Experience Management, Training and Development, Team Leadership & Coaching, Conflict Management and Resolution, Change Management and Process Improvement, Workforce Management, KPI & SLA Management, Quality Assurance, Call Routing and Telephony Systems

TOOLS

Microsoft Office Suite, MS Access, Epic Systems Super-User, ICBM, IDX, Flowcast, Intermedia, Allscripts, Sage, ADP, APRU, PACS, ACD Reporting, RightNow, Kronos, ININ, Paylocity, 8x8 Phone System, Power BI, OhMD, NiCE

WORK EXPERIENCE

Member Services Manager United Musculoskeletal Partners - Panorama Orthopedic and Spine Center, Golden, CO Dec 2024 - July 2025

Managed a call center comprised of three supervisors, one trainer and 35 agents across clinic appointment schedulers,

radiology schedulers, insurance eligibility team and switchboard operators.

Reduced call abandonment rate from a monthly average of 16% to 7%.

Increased appointment scheduling conversion rate on inbound calls from 44% to 55%.

Improved call handle rate from 86% to 90% or higher.

Reduced the average speed of answer from a monthly average of four minutes to two minutes or less.

Lead the implementation of utilizing automated texting to reach out on new patient referral consultation requests. This increased the first attempt to contact patients from three business days of receiving the referral to within 24 business hours. Increased outreach attempts from one attempt to up to three attempts and also notified the referring physician of the outcome.

Utilized historical and ongoing metrics to establish an accurate count for FTEs needed.

Used call metrics to forecast staffing, along with shift and break assignments to ensure there was optimal staffing during peak call volume times.

Key member of a workgroup that implemented scheduling algorithms through Epic to improve scheduling accuracy from 94% to 99%.

Improved average handled call rate for inbound agents from 45 calls per day to 58 calls per day in one month. This was achieved through analyzing individual agents metrics and formulating weekly call expectation goals.

Established agent metric expectations. Metrics were provided daily, weekly and monthly. Monthly one-one-ones were implemented to review metrics, provide feedback and coaching and focus on professional development.

Zero regrettable turnover.

Developed ongoing training workshops based on identifying areas of improvement, both individual and departmental.

Lead the transition from utilizing email to communicate patient issues between departments to using Epic.

Launched the use MyChart messaging for outreach on established patients needing to schedule radiology exams.

Developed and implemented call quality assurance program with an expectation of 95% or higher.

Launched the utilization of patient post call surveys which had an average patient satisfaction score of 90%.

Improved attendance and time off policies.

Call Center Manager Gastroenterology of the Rockies, Louisville, CO Mar 2023 – Dec 2024

Managed a scheduling call center handling 17,000 calls per month, including 4,000 new patient consultation and procedure

referral requests.

Developed and implemented performance metrics for the department and individual agents, including weekly/monthly scorecards and call quality assurance metrics.

Conducted staffing analysis and call forecasting to ensure adequate coverage for inbound call volumes, consistently meeting

and exceeding expectations.

Created five new advancement roles without increasing the department’s FTE count.

Reduced call abandonment rate from 33% to 10%.

Cut average speed of answer by eight minutes.

Defined roles and responsibilities for a newly created call center trainer position.

Introduced a new scheduling role, increasing new patient referral conversion rate from 32% to 57%.

Led initiatives to improve the call quality assurance program, raising and maintaining average scores from 92% to 98%.

Designed and implemented an organization-wide training program to standardize training for new schedulers.

Monitored agent performance through monthly one-on-one meetings for feedback, coaching, and professional development.

Improved scheduling accuracy from 93% to 97%.

Collaborated with other departments to identify workflow gaps and enhance efficiencies.

Supervisor of Technical Support Trimble Transportation, Minnetonka, MN Mar 2019 – Jul 2020

Supervised and supported a team of over 150 agents managing 55,000+ technical support calls per month within the

transportation industry.

Oversaw the planning and creation of dedicated teams to enhance customer chat and email interactions.

Acted as the primary contact for new hire training in the contact center, managing recruitment, onboarding, and offboarding processes.

Led the design and rollout of a remote training program.

Communicated with customer executives on critical technical support issues.

Managed daily call, chat, and email queues, ensuring appropriate coverage and adjustments to meet service level agreements.

Conducted biweekly one-on-one meetings with agents to monitor performance, provide feedback, coaching, and

professional development.

Led the "Culture Club," organizing and hosting departmental and team-building events to enhance team engagement.

Manager of Adult Scheduling Call Center University of Minnesota Physicians, Minneapolis, MN Nov 2015 – Dec 2018

Led a team of nine Community Referral Specialists and Hospital Discharge Planners, managing 1,700+ new patient

consultation referrals monthly with a 92% scheduling success rate and processing over 2,000 hospital discharge orders.

Handled 1,500+ MyChart appointment requests and 700+ patient-submitted appointment requests via mhealth.org each month.

Supervised a team of eight Clinic Support Specialists, collecting new patient medical records for 14 specialty clinics,

averaging 2,600+ records per month with a 93% completion rate.

Managed an eight-member Oncology Service Line Intake team, scheduling new patient consultations and gathering medical records for 600+ patients monthly within the M Health Fairview System.

Oversaw the call center project manager to ensure IT projects met deadlines and implementation dates.

Directed a quality assurance program to meet patient and physician satisfaction standards, using quality scores for staff evaluations, mentoring, and performance management.

Supported over 50 staff members in a multi-specialty contact center serving 350+ providers and 35 specialty and primary

care clinics, handling 47,000+ calls monthly.

Collaborated with clinic management across 35+ specialty clinics to maintain scheduling protocols and resolve issues.

Led an employee engagement workgroup, boosting satisfaction scores from below 60% to 85% within a year.

Spearheaded an initiative that increased internal new patient consultation referrals from partner organization Fairview by 500+ per month.

Led the implementation of a telecommuting program.

Co-facilitated the centralization of specialty clinic scheduling into the call center, working with providers and clinic management to develop detailed individual protocols.

Played a key role in workgroups designing workflows for a new ambulatory care center.

Community Referral Specialist & Hospital Discharge Planning Supervisor University of Minnesota Physicians, Minneapolis, MN Mar 2009 – Nov 2015

Supervised team operations to ensure timely scheduling of all visits, tests, and procedures from referring community

physicians.

Implemented programs and service enhancements aimed at improving provider and patient satisfaction.

Onboarded, trained, mentored, and monitored new staff members to ensure performance standards were met.

Represented Call Center leadership during the launch of MyChart, enabling patients to submit appointment requests online.

Led the team’s partnership with Minnesota International Medicine to support the scheduling needs of international patients.

Played a key role in implementing a web-based portal for patients to submit appointment requests.

Co-led a project team to introduce the use of email for communicating appointment scheduling requests with patients.

Increased staffing from four to nine team members to meet service standards.

Assisted with implementing the Revation VOIP phone system, collaborating closely with the vendor to optimize system capabilities and address product issues.

Contributed to the implementation of the Epic electronic medical record system as an Epic super-user.

EDUCATION

Bachelor of Arts, Communication Studies – University of Minnesota Twin Cities, Minneapolis-Saint Paul, MN

NEAL LENTON

Denver, CO 651-***-**** **********@*****.***

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