Anthony Dumeng
New York,USA
Summary
Professional with proven track record in managing and optimizing agent teams to deliver high-quality service and operational efficiency. Demonstrates strong focus on team collaboration and achieving set goals. Renowned for adaptability and reliability, consistently meeting changing needs with ease.
Overview
7
7
years of professional experience
Work History
Access Center Lead Agent-Neurology
Mount Sinai Health System
09.2020 - Current
- Created and implemented new scripting and physician profiles for Neurology practices across two different hospitals, Mount Sinai Downtown Union Square and Mount Sinai West, so agents can efficiently schedule and provide positive patient experience with minimal errors
- First point of contact for escalations from patients/callers to ensure one call resolution and positive patient experience
- Managed queue to ensure agent productivity; disciplining/coaching on errors and QA
- Managed Zocdoc, RAA and Par8o referrals coming from various MSHS sites as well as city MD and urgent cares
- Handling Notifymd messages from overflow call center
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
Call Center Specialist
Community Healthcare Network
10.2019 - 09.2020
- Provide additional floor support having to cover for Team Lead & Center Supervisor due to understaffing
- Training of new hires
- Responsible for scheduling patients for numerous specialty/sub specialty doctors for 13 clinics throughout New York City
- Managed appointments for Mobile Eye vans, Mammogram Scan vans, Mobile primary care and gyn services
- Assisted with scheduling patients for Mental Health, Optometry, Dental, Podiatry, Family Medicine, Prenatal Care, Gyn and Nutrition
- Handled over 90+ calls daily
- Responsible for faxing patient referrals, documents and chart information
Patient Coordinator for Neurology
Mount Sinai Health System
08.2017 - 10.2019
- Responsible for scheduling patients with various doctors amongst different hospitals
- Answered 80-90+ calls daily
- Trained new hires
- Responsible for reaching out to patients via par8o, zocdoc and MAA for referral based appointments
Education
New York City College Of Technology -
New York City College Of Technology
Brooklyn, NY12.2012
High School -
High School Of Art & Design
New York, NY06.2012
Skills
- Epic
- EIDX
- ECW
- Par8o
- ZocDoc
- NotifyMD
- RAA
- Workforce Manager
- Microsoft Office
- Adobe Creative Design Suite
- Publisher Program
- Decision-making capabilities
- Negotiation Techniques
- Task Delegation
- Compliance Management
Timeline
Access Center Lead Agent-Neurology
Mount Sinai Health System
09.2020 - Current
Call Center Specialist
Community Healthcare Network
10.2019 - 09.2020
Patient Coordinator for Neurology
Mount Sinai Health System
08.2017 - 10.2019
High School -
High School Of Art & Design
New York City College Of Technology -
New York City College Of Technology
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