Abbey Goodis
Fort Lauderdale
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement.
Overview
17
17
years of professional experience
Work History
Supervisor of Orthopedics, Rheumatology and PT
Cleveland Clinic
10.2022 - Current
- Managed daily operations for Orthopedic, Rheumatology and Physical Therapy Departments.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Recruiting, hiring and training a team of over 30 employees.
Contact Center Supervisor
Cleveland Clinic
10.2021 - 10.2022
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
Central Authorization Supervisor
Cleveland Clinic
09.2015 - 09.2021
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Coordination with other departments to achieve organizational goals, fostering teamwork across various functions.
- Managed a team of over 40 employees that obtained authorizations in a timely manner for Weston Hospital, radiology department, surgeries and office visits.
Authorization Specialist and Office Coordinator
Cleveland Clinic
08.2007 - 09.2015
- Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
- Enhanced departmental efficiency with thorough knowledge of insurance guidelines and medical terminology.
- Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
- Increased accuracy by diligently reviewing and verifying patient eligibility, coverage, and benefits information.
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
Education
Bachelor of Science - Communications
Florida International University
Miami, FL05.1992
Skills
- Staff Management
- Process Improvement
- Goal-Oriented
- Employee Motivation
- Training and mentoring
- Problem-Solving
- Time Management
- Excellent Communication
Timeline
Supervisor of Orthopedics, Rheumatology and PT
Cleveland Clinic
10.2022 - Current
Contact Center Supervisor
Cleveland Clinic
10.2021 - 10.2022
Central Authorization Supervisor
Cleveland Clinic
09.2015 - 09.2021
Authorization Specialist and Office Coordinator
Cleveland Clinic
08.2007 - 09.2015
Bachelor of Science - Communications
Florida International University