Andrea Dorsey
Indianapolis,IN
Summary
Seasoned professional with a proven track record in operations and customer service management, notably at Mdwise managed care. Excelled in executing strategic initiatives and enhancing team productivity, achieving significant service level accuracy. Skilled in Meditech ERP and adept at fostering strong relationships, demonstrating exceptional leadership and process improvement capabilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor (Medicaid)
Mdwise managed care
Indianapolis, IN
01.2022 - Current
- Implemented effective systems, ensuring consistent procedures.
- Enforced organization standards to maintain safety and health regulations.
- Ensured quality control by gathering resources and implementing productivity standards.
- Maintained high-quality services through strict adherence to established norms.
- Retention achieved by comprehensive staff development.
- Guided employee behavior through counseling and discipline for enhanced job results.
- Ensured accuracy of Service Level Agreement with client.
- Assigned daily responsibilities to team members for enhanced efficiency.
Account Services Manager
Stryker Orthopaedics
Carmel, IN
01.2011 - 01.2022
- Led customer support team and facilitated communications between customers and management.
- Enhanced client experience contributing to substantial annual sales.
- Adhered to client data confidentiality requirements while addressing customer issues and complaints.
- Developed strategies for process improvement.
- Enhanced team flexibility by providing support across different roles.
- Conducted regular meetings with staff to discuss progress and any challenges faced.
- Collaborated closely with sales teams on initiatives that would increase revenue from existing accounts.
Senior Patient Intake Clerk/Manager
Indiana Orthopaedics Hospital
Indianapolis, IN
01.2007 - 01.2010
- Developed and executed departmental goals, objectives, performance standards, policies and procedures.
- Delivered cost-effective administrative leadership in patient admission, program management support and staff development.
- Partnered with leaders to improve care experience at every interaction point.
- Streamlined workflows for several operational sites.
- Directed setup and strategic planning for efficient department operations.
- Conducted initial screenings to determine eligibility for services.
- Maintained confidentiality of client information according to HIPAA guidelines.
Education
M.B.A. -
UNIVERSITY OF PHOENIX
Indianapolis, IN01.2013
B.S. - Healthcare Administration
UNIVERSITY OF PHOENIX
Indianapolis, IN01.2011
Skills
- Operations Management
- Execution of Strategic Initiatives
- Customer Service Management
- Account Management
- Process/Workflow Improvement
- Project/Program Management
- Relationship Management
- Administration
- Personnel Administration
- Organizational Development
- Training Course Development
- Employee Development
- File Management Systems
- ERP System Management Expertise
- Meditech ERP Proficiency
- HealthRules Proficiency
- HealthX
- Jiva
- Core
- Proficient in Genesy Work Force Management
- Office Tools: MS Office
- SQL Database Management
- Call center operations
- One call resolution
- Workflow coordination
- Decision-making
- Employee schedule management
- Complaint resolution
- Leading team meetings
- Team productivity
- Relationship building
- Customer service
- New hire training
- Team coaching
- Call flow maximization
- Performance management
- Conflict resolution
- Handling escalations
- Call monitoring
- Quality assurance
- Inter-department collaboration
- Delegating work
- Active listening
Certification
Diploma: Project Management, Alison Certified Learning Program, 01/01/16
Summary - Qualificationsprofile
Self-assured, dynamic, and results-driven management professional with more than 9 years of providing high-performance account management, 1 year of management skills, 2 years of supervisory skills, business operations support, and customer service in the healthcare industry. Proven dedication to process efficiencies in supporting strategic planning, objective and standards setting, and performance monitoring that help achieve a strong customer-driven healthcare facility and a reputation for outstanding customer service. Detail-oriented, analytical, and methodical with critical thinking to strategize innovative and lasting solutions to address patient care and service performance issues even under stress. Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments. Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results. Decisive leadership with strong people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues across diverse ethnicities.
Accomplishments
- Customer service award two years in a row
Timeline
Customer Service Supervisor (Medicaid)
Mdwise managed care
01.2022 - Current
Account Services Manager
Stryker Orthopaedics
01.2011 - 01.2022
Senior Patient Intake Clerk/Manager
Indiana Orthopaedics Hospital
01.2007 - 01.2010
M.B.A. -
UNIVERSITY OF PHOENIX
B.S. - Healthcare Administration
UNIVERSITY OF PHOENIX
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