Kwame McGhee
Houston,TX
Summary
Comprehensive hospital experience with in-depth system knowledge, patient registration and appointment scheduling. Proficient in insurance coverage verification. Experienced support agent for physicians and nurses in medical offices and hospitals. Proficient with EPIC, Calabrio, Cisco Finesse, Power BI, and MS Office (Word, Excel, Access, PowerPoint), internet, and email systems.
Experienced workforce management professional prepared for this role. Proven ability to analyze data, forecast staffing needs, and optimize workforce productivity. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in scheduling, reporting, and utilizing workforce management software. Reliable, adaptable, and results-driven.
Knowledgeable in all aspects of Healthcare Access Centers with a solid background in workforce management analysis. Successfully optimized workforce planning and scheduling, enhancing operational efficiency. Demonstrated strong analytical skills and proficiency in using workforce management software.
Overview
9
9
years of professional experience
Work History
Access Center WorkForce Management Analyst
Houston Methodist Physician Organization
Houston
01.2023 - Current
- Involved with the analyzation and interpretation of information.
- Optimizing, forecasting and reporting the call volume for the day, week and month for the department staffing needs.
- Undertake in the research of data regarding employees/agents within the team/department.
- Review the internal and external trends: begin the planning, rescheduling and tracking of the employee/agent’s behavioral trends for leadership advisement.
- Identifying emerging issues and risks to the department’s capability: provide advice, explanation and recommendation on appropriate actions and solutions.
- Analyzed workforce data to optimize scheduling and resource allocation across departments.
- Conducted regular audits of workforce metrics to ensure compliance with organizational standards and best practices.
Practice Lead
Houston Methodist Physician Organization
Houston
01.2020 - 01.2023
- Oversee 6 – 12 employees in regard to breaks/lunches, training, timecard facility, quality assurance, customer service, and appointment scheduling in a call center environment.
- Responsible for coordinating the daily functions and operations of the department and practice, including first-level escalation and direction of assigned support employees in the department and practice.
- Ensure the department and practice are followed according to established standard operating procedures, which includes ensuring all members of the team are providing unparalleled patient care and customer service in a timely, professional, and safe manner.
- Meet with management staff monthly to update or discuss new and existing agendas that can improve the clinic or scheduling agents’ process.
- Schedule appointments for patients who call into the call center for Gastroenterology, Rheumatology or Endocrinology.
- Schedule a weekly huddle to go over department metrics, clinic updates, questions, concerns and escalations that need to be addressed with or within the department via Microsoft Teams or In-Person using an available conference room.
- Schedule a 1:1 meeting with individual agents to go over their weekly and monthly average productivity report (MAPR) to enhance their performance for next month and prepare them for their Fiscal Review.
- Under the direction of the management, assists with designing and implementing office policies by establishing standards and procedures, training manuals, measuring results against metrics and making necessary adjustments.
- Identify training opportunities for the agents and discuss improvement plans with the Operational / Management staff.
- Perform a daily check of time and attendance with 8 – 12 agents ensuring PTO requests are approved / denied due to operational needs of the department and to also ensure time keeping is recorded properly for individual agents using Labor Work.
- Use a time and attendance tracker spreadsheet to monitor agents, late clock ins and unscheduled paid time off (UPTO) for when and if disciplinary actions need to be taken.
- Input new agents into Calabrio to make agents aware of their lunches, breaks, quality assurance metrics, and adherence.
- Investigate, report, and record any errors from the clinic using Calabrio, report findings, and an issue tracker spreadsheet to monitor and use as a coaching opportunity for the agents.
- Delegate responsibilities to agents when new agents are hired in regards to work force management for training opportunities, reskilling, and agent coaching on new policies and procedures.
- As a Practice Lead, I provide necessary and ongoing training to staff to encourage productivity and support providers in delivering excellent patient care.
- Led strategic initiatives to enhance patient care delivery and operational efficiency within a physician organization.
Patient Access Coordinator
Houston Methodist Physician Organization
Houston
01.2019 - 01.2020
- Create and operate reports to monitor individual agents / department metrics against the industry standards daily, weekly and monthly from Power BI.
- In this position I design and monitor the workflow of the office/department to create the best environment for patients, providers staff and management.
- Monitor Cisco Finesse to make sure agents are in the queue for taking inbound calls / making outbound calls and disposition according when not on a call.
- Listen to 2 calls per week from patients for quality assurance and record their scores to ensure industry standards aremet within the department using Calabrio.
- Input and monitor trends in Calabrio to forecast new and existing agents’ lunch, breaks, and dispositioning for efficiency in Calabrio and Cisco Finesse, to ensure proper coverage daily, weekly, and monthly for workforce management.
- Schedule appointments for patients who call into the call center for Gastroenterology, Orthopedics, and Sports Medicine departments.
- Ensured compliance with regulatory requirements by maintaining accurate records of all financial transactions related to patient accounts.
- Improved patient satisfaction by streamlining the registration process and reducing wait times.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Contact Call Center Scheduler II
Houston Methodist Physician Organization
Houston
01.2017 - 01.2019
- Provide personalized care and service experience by constantly performing and demonstrating Standards of Practice (SOPs), using Positive Language (AIDET and Managing Up) and ICARE Values during a call.
- Call center environment where inbound calls are handled while obtaining and inputting accurate registration data, demographics, insurance information and clinical data into the EPIC application.
- Adhere to the break and lunch schedule in Calabrio.
- Log into Cisco Finesse daily to take inbound calls and make outbound calls during a work shift.
- Schedule appointments for patients who call into the call center for Orthopedics and Sports Medicine via EPIC application.
- Maintained accurate records of employee attendance, absences, and time-off requests for efficient payroll processing purposes.
- Trained new team members on scheduling protocols and customer service best practices.
- Coordinated scheduling for patient appointments, optimizing daily operations for healthcare providers.
Education
Bachelor of Business Administration / Bachelor of Business Accounting -
Bryant & Stratton College
Eastlake, OH05-2005
Skills
- Appointment Scheduling
- Patient Care/Service
- Patient Relationship Building
- HIPAA Hospital Procedures/Policies
- Customer Service
- Call Center Environment
- Staff & Scheduling (Labor Works)
- Time & Attendance (Labor Works)
- Scheduling optimization
- Workforce planning
- Forecasting techniques
- Statistical modeling
Timeline
Access Center WorkForce Management Analyst
Houston Methodist Physician Organization
01.2023 - Current
Practice Lead
Houston Methodist Physician Organization
01.2020 - 01.2023
Patient Access Coordinator
Houston Methodist Physician Organization
01.2019 - 01.2020
Contact Call Center Scheduler II
Houston Methodist Physician Organization
01.2017 - 01.2019
Bachelor of Business Administration / Bachelor of Business Accounting -
Bryant & Stratton College