Brianna Dickens
Wausau
Summary
Dynamic Quality and Education Analyst at Aspirus Health with a proven track record in call evaluation and quality assurance. Skilled in data analysis and team collaboration, I enhance agent performance through targeted training and actionable feedback, driving compliance and operational excellence. Committed to fostering a culture of continuous improvement.
Overview
13
13
years of professional experience
Work History
Quality and Education Analyst
Aspirus Health
Wausau
02.2024 - Current
- Evaluate call recordings for compliance with quality standards.
- Provide feedback to agents based on call analysis.
- Develop training materials to enhance agent performance.
- Collaborate with management to address quality issues.
- Maintain detailed records of call evaluations and trends.
- Recommend changes or modifications to current procedures based on analysis of data collected from monitored calls.
Business Health Admin Specialist
Aspirus Health
Wausau
12.2022 - 02.2024
- Handled incoming calls from employers looking to schedule many different appointments for their employees.
- Transferred calls to the appropriate departments when necessary.
- Scheduled appointments such as drug screenings, pre-employment screenings, workers' compensation-related appointments, and DOT physicals.
Team Lead of Specialty Scheduling
Aspirus Health
Wausau
01.2020 - 12.2022
- Supported the 10 schedulers for spine and neurosciences, cardiology, and OB-GYN.
- Handled incoming calls from patients to schedule appointments, maintaining professional customer service skills.
- Attended meetings and gave input and feedback on workflow changes, processes, and clinic updates.
Patient Access Scheduler II
Aspirus Health - Cardiology Clinic
Wausau
09.2018 - 01.2020
- Scheduled any appointments that patients following an office visit with their physician.
- Called other clinics and locations to assist and coordinate appointments for patients.
- Maintained and worked on the outgoing and incoming referral work queues.
Medical Receptionist
Aspirus Health - Family Walk-In
Wausau
01.2018 - 09.2018
- Checked in patients for walk-in appointments; asked about symptoms and verified demographic information.
- Contacted nursing for emergency/urgent situations
- Sent faxes for outgoing referrals.
- Handled incoming calls from patients with questions about their appointments or results.
Residential Care Assistant
North Central Health Care
Wausau
07.2013 - 01.2018
- Administered medications to clients
- Assisted clients with daily living activities such as teeth brushing, dressing, and cooking.
- Transported clients to and from appointments and other errands.
- Communicated any needs/changes in the health of the client to their care team.
Education
Associates Degree in Arts (A.A.) - General Studies with an Emphasis in Biology
UW-Marathon County
Wausau, WI05.2015
High School Diploma -
Northland Lutheran High School
Kronenwetter, WI05.2012
Skills
- Ability to Work in a Team
- Team collaboration
- Analytical thinking
- Communication skills
- Time management
- Quality assurance
- Call evaluation
- Ability to Multitask
- Data Analysis
Personal Information
Title: Patient Scheduling Quality & Education Analyst
Accomplishments
Sunshine Award Nominee (x2)
Affiliations
Member (Volunteer) of Wausau Metro Adult Special Olympics Management Team
References
References available upon request.
Timeline
Quality and Education Analyst
Aspirus Health
02.2024 - Current
Business Health Admin Specialist
Aspirus Health
12.2022 - 02.2024
Team Lead of Specialty Scheduling
Aspirus Health
01.2020 - 12.2022
Patient Access Scheduler II
Aspirus Health - Cardiology Clinic
09.2018 - 01.2020
Medical Receptionist
Aspirus Health - Family Walk-In
01.2018 - 09.2018
Residential Care Assistant
North Central Health Care
07.2013 - 01.2018
Associates Degree in Arts (A.A.) - General Studies with an Emphasis in Biology
UW-Marathon County
High School Diploma -
Northland Lutheran High School