Angela Grishaber
Michigan Medicine
Van Buren Township,MI
29
years of professional experience
Healthcare operations professional with over 28 years of healthcare experience, including more than 9 years at Michigan Medicine and more than five years serving as a Medical Procedures Unit Team Lead. Proven success in contact center operations, workforce planning, quality assurance, employee development, patient access, and performance coaching.
Work History
Medical Procedures Unit Team Lead
5 Years 7 Months- Coordinate daily staffing, workload distribution, and workflow priorities to maintain service levels and operational efficiency.
- Monitor call volume, agent availability, handle time, wrap time, and outbound activities to align with departmental performance goals.
- Conduct monthly quality reviews and coached staff to enhance performance, service quality, and scheduling accuracy.
- Deliver onboarding, retraining, shadowing, and ongoing development for new and existing staff.
- Develop and maintained departmental training tools, such as MPU Training Checklist and SharePoint resources, to support staff development.
- Serve as an escalation resource for staff, patients, providers, and clinical teams.
- Conduct team huddles to enhance communication and coordination among team members. and operational meetings.
- Collaborate with leadership, providers, nursing teams, and operational partners.
- Monitor provider schedules and appointment availability, proactively assist in filling open appointment slots to maximize patient access and optimize schedule utilization.
- Lead Subject Matter Expert (SME) for all call center operations, providing guidance, troubleshooting support, and workflow expertise to staff and leadership.
- Promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Assist with incoming call volume on a daily basis while supporting team members and maintaining high standards of customer service.
Call Center Representative
4 Years- Coordinated with clinical and administrative teams to facilitate timely patient access and resolve patient concerns.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
- Managed provider orders, cancellations, work queues, voicemails, faxes and patient documentation.
- Collaborated with clinical and administrative teams to facilitate timely patient access and address concerns.
- Trained new representatives on call handling protocols and systems.
- Analyzed feedback to implement service enhancements effectively.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Participated in candidate interviews and employee selection activities.
Dental Assistant / Assistant Office Manager
19 Years 4 Months- Supported patients directly, managed scheduling and billing, controlled inventory, and documented office operations to facilitate smooth patient flow.
- Assisted in patient preparation and comfort during dental procedures.
- Managed sterilization of instruments and maintained compliance with safety protocols.
- Collaborated with dentists to ensure accurate patient records and treatment plans.
- Trained new staff on office procedures and patient interaction techniques.
- Implemented inventory management system for dental supplies, enhancing operational efficiency.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
Education
High School Diploma
Skills
Patient Access & Scheduling Optimization
Contact Center Operations
Workflow Management
Quality assurance
Escalation Resolution & Service Recovery
Performance coaching
Training & Onboarding
Workforce planning
Team leadership
Cross-Functional Collaboration
Interviewing & Employee Selection
Employee Engagement
Accomplishments
- Led daily operations through multiple management transitions while maintaining operational continuity and team engagement.
- Developed quality review and error-monitoring processes that strengthened accountability and improved scheduling accuracy.
- Created training resources and onboarding tools that improved employee readiness, consistency, and independence.
- Served on the Agent Employee Engagement Committee pilot and contributed to the development of the UCC Error Program.
- Facilitated collaboration between providers, nursing teams, operational staff, and contact center representatives to improve workflow efficiency.
- Earned a reputation as a trusted resource for employees, leadership, and clinical partners.
AWARDS & RECOGNITION
Multiple Making a Difference Awards, Michigan Medicine, Excellence in Action Award Nominee, Michigan Medicine
Timeline
Medical Procedures Unit Team Lead
Michigan Medicine
01.2021 - CurrentRead More
Call Center Representative
Medical Procedures Unit
01.2017 - 01.2021Read More
Dental Assistant / Assistant Office Manager
Mark Fogarty D.D.S., P.C.
01.1998 - 05.2017Read More
Bell Count High School
High School Diploma
Read More