Ashley Hanna

• Oversaw 18 employees in which our call center answered for 20 Primary Care Practices & Specialty offices averaging between 1200-1600 calls daily
• Maintaining a certain level of quality set forth by Leadership. Such as but not limited to: Keeping call abandonment rate between 8-10 percent, Monitoring call length and hold times, Making sure calls were answered promptly and efficiently while maintaining that my team was using approved call etiquette
• Meeting with employee for "coaching", to discuss any continuous occurrences that weren’t in sync with the protocols & policy. Explaining the importance in having everyone to do their part as member of the Team. Discuss what needed to be worked on and if there is anything that I can do to assist in helping them achieve success. Having the ability to show everyone grace while also remaining firm, letting individual know that if occurrences continued what potential consequences were being risked
• Communicating with my overall manager of the Patient Access Center, along with daily communication with the Office Managers of all offices within the PAC. Team meetings to go over any changes that leadership has made, address any concerns from specific offices and talk through any concerns or ideas the Team may have regarding our day to day operations.
• Maintain inventory and making sure all supplies provided are properly maintained & reorder supplies as needed
• Speaking to upset patients, sometimes the easiest way to defuse a situation is to just listen.
• If needed, I could & many times did fill in, due to staff shortage, and handled calls from multiple clinics. This required me to know each specific clinic and their providers in order to assist the caller in scheduling/rescheduling appointments (including but not limited to: New Patients, Returning Appts, Same Day/Sick Appts, Hospital Follow ups, PreOp Appts - in person and virtual appointments), verification of patients demographics and insurance (updating if necessary), using EPIC to enter all patient calls and/or messages requesting : medication/care questions, medication refills, orders-referrals-document requested, symptom calls (and the ability to tell if described symptom/s require escalation for urgent intervention by going directly to the ER for evaluation. Speaking to 3rd Party Callers such as DME companies, Pharmacies, Insurance Company & obtaining what was required/requested so they could move forward with orders given by the provider or provide clarification on any orders submitted by provider, making sure to document what is being requested for a Prior Authorizations for medication or test
• Overall maintaining an efficient work environment that met the standards set by MUSC in order to provide patients the most efficient and reliable care with compassion and professionalism.

Continuously employed with MUSC from July 2021 to December 2024

Pee Dee Primary Care

• Verified patient demographics and insurance. Updated when necessary
• Schedule / Reschedule / Verify appointments
• Receive Incoming Calls / Making Outbound Calls
• Enter messages in to chart via EPIC for patient to be advised by clinical staff
• HIPAA compliant

This employment was conducted within the office in which I was originally hired as a Clinical Office Coordinator. During this time, MUSC established the “Patient Access Center” (PAC) in which myself, along with a few other non-clinical staff from separate primary care offices, were relocated from the Medical Offices we were hired by, which placed us under the Leadership and Management of the central MUSC location in Charleston, SC.

This “transfer” from working within the singular Primary Care Office, which I was originally hired to do, was not optional, elective or a voluntary transfer. This transfer, relocation and revamping under the newly established MUSC “Patient Access Center” was mandatory.

When relocated to new premises, I continued working specifically with the Primary Care Medical Office, doing the same task as before, only in a separate location, with the others who were brought in at the same time, as they also continued their same duties for their respective departments.

This stayed the same until we were informed that the newly established “Patient Access Center” would now become a “MUSC Call Center”, in which all MUSC Primary Care and Specialty Offices, from multiple regions, would now have all of their calls routed to our location to be answered by us.

Our new manager that created and oversaw the “Patient Access Center” in all regions then presented me with taking on the newly acquired position of Supervisor within the PAC, In which my job title and responsibilities did evolve.

• Making inbound and outbound calls to patients
• Obtaining and verifying demographics and insurance
• Running estimates
• Collections
• Informing patients on where they will be going and any preparation needed
• Meeting and exceeding daily quota set by administration on completed task and collections

• Worked as needed
• Input data into the computer, filing, preparing payroll

• Took dictations and transcribed reports from home inspections and delivered written reports to respective buyers/clients