Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Amanda Adams

Clinton

Summary

Dynamic healthcare leader with 15+ years of progressive experience in medical operations, staff leadership, quality assurance, and training. Proven track record of leading high-performing teams, implementing process improvements, and driving service excellence in fast-paced clinical and call center environments. Skilled in analyzing performance data, delivering targeted coaching, and fostering a culture of accountability. Recognized for improving operational efficiency, elevating patient satisfaction, and building cohesive, results-driven teams. CPR, First Aid, and Phlebotomy certified.

Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Team Lead & Quality Analyst

YALE NEW HAVEN HEALTH THE CONNECTION CENTER
05.2024 - Current
  • Lead and mentor a team of 20+ schedulers and referral specialists, providing daily guidance, coaching, and operational support.
  • Designed and delivered 8+ onboarding and upskilling modules, cutting training time by 30% and improving call accuracy by 22%.
  • Conduct 50+ weekly call audits using Genesys, raising quality compliance scores from 78% to 91%.
  • Facilitate twice-weekly regional huddles for 100+ employees, ensuring consistent communication and alignment with leadership priorities.
  • Collaborate with senior leadership to present data-driven performance reports and recommend strategic process improvements.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Office Manager

GOULD GROUP, LLC
06.2018 - Current
  • Oversaw schedules, vendor relations, and accounts receivable for multiple properties, reducing unpaid invoices by 40%.
  • Streamlined accounting workflows, saving 5+ hours weekly in administrative time.
  • Maintained accurate financial reporting and ensured 100% compliance with accounting procedures.
  • (Part-Time)

Medical Assistant

NEMG GUILFORD INTERNAL MEDICINE
09.2020 - 05.2024
  • Supported a 7-provider practice by coordinating care for 100+ patients daily through procedures, scheduling, and insurance authorizations.
  • Developed and managed staffing schedules, reducing last-minute coverage gaps by 15%.
  • Improved appointment scheduling efficiency by 20% through streamlined front desk and triage processes.

Registered Medical Assistant

NEMG SHORELINE INTERNAL MEDICINE
01.2008 - 01.2018
  • Provided diagnostic testing, patient scheduling, and insurance authorization for 80+ patients daily.
  • Coordinated care with physicians and external providers to ensure timely follow-up and treatment.

Education

Medical Assisting Program -

Branford Hall Career Institute
01.2008

High School Diploma - undefined

The Morgan School
01.2006

Skills

  • Team Leadership & Staff Development
  • Quality Assurance & Performance Auditing
  • Process Improvement & Workflow Optimization
  • Training Program Development
  • Call Center Operations Management
  • Patient Experience & Service Excellence
  • Cross-Functional Communication
  • Data Analysis & Reporting (Genesys, PowerPoint)
  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Quality control
  • Operations management

Certification

  • CPR & First Aid Certified – American Red Cross
  • Phlebotomy Certified (2015)

Timeline

Team Lead & Quality Analyst

YALE NEW HAVEN HEALTH THE CONNECTION CENTER
05.2024 - Current

Medical Assistant

NEMG GUILFORD INTERNAL MEDICINE
09.2020 - 05.2024

Office Manager

GOULD GROUP, LLC
06.2018 - Current

Registered Medical Assistant

NEMG SHORELINE INTERNAL MEDICINE
01.2008 - 01.2018

High School Diploma - undefined

The Morgan School

Medical Assisting Program -

Branford Hall Career Institute

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