Caitlin Blanton
Lilburn,GA
Summary
Knowledgeable Practice Operations Supervisor with over 15 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
15
15
years of professional experience
Work History
Practice Operations Supervisor
Children’s Healthcare of Atlanta
Atlanta, GA
02.2016 - Current
- n.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Provided training and guidance to team members on operational procedures and best practices.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Maintained accurate records for tracking progress and performance of team members.
- Collaborated with senior leadership on strategic initiatives related to operations.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Identified process improvements that could reduce costs or improve service quality and efficiency levels.
- Led cross-functional teams in developing innovative solutions for improving operational efficiencies.
- Ensured compliance with all applicable laws, regulations, and standards.
- Developed and implemented policies and procedures for efficient workflow.
- Analyzed data to identify trends in customer needs, product demand or operational efficiency opportunities.
- Created detailed plans for new projects or initiatives involving multiple stakeholders.
- Implemented new technologies or software systems to automate manual tasks or streamline operations.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
- Hired and onboarded team members to meet immediate and expected demand.
- Integrated technology to increase efficiency and real-time accountability of operational tasks.
- Created company handbook to document corporate policies and procedures.
- Delegated work to staff, setting priorities and goals.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Customer Service Representative
Exact Sciences Laboratories
Remote
01.2022 - 12.2022
- Completes each call with first call resolution and documents all information via CRM within EPIC and phone system using Five9 softphone worksheets.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Accurately update patient information using EPIC system and provide patients with highest level of care.
Quality Assurance Manager
VoiceNation Live
Buford, GA
05.2013 - 07.2016
- Developed and implemented quality assurance policies and procedures.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
- Established procedures and quality standards.
- Created reports detailing results from inspections, tests, investigations that were used by senior management for decision-making purposes.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Troubleshot product issues and fixed problems.
- Created, edited, and updated project manuals and technical documentation used by entire QA team.
- Supervised and guided inspectors, technicians, and other staff.
- Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Scheduling & Medical Records
Southeastern Endocrine & Diabetes
Roswell, GA
03.2009 - 11.2011
- Trained new staff members on departmental policies and procedures related to processing medical records requests.
- Managed incoming calls to schedule appointments and answer questions.
- Coordinated with physicians' offices regarding referral requests.
- Followed up with patients regarding upcoming appointments.
- Provided information regarding medical services, fees, and payment options.
- Adjusted schedules as needed due to cancellations or delays.
- Monitored patient wait times to ensure timely service delivery.
- Generated reports on patient appointment scheduling metrics.
- Inputted billing information into database system accurately.
- Copied and faxed important information for patient and client records.
Education
Medical Assisting
Everest Institute
05-2009
High School Diploma -
Faith Academy
05.2008
Skills
- EPIC Superuser
- Patient Access
- Instructional Design
- Revenue Cycle
- Resource Management
- Staff Operations
- HIPPA Compliance
- Data Entry
- Microsoft Office Suite
- Team Training & Leadership
- Process improvement initiatives
- Strong leadership abilities
- Cross-Functional Teamwork
- Clinical Documentation
- HIPAA Compliance
- Learning Management Systems
- Software Implementation
- Attention to Detail
- Employee Interviewing
- Orientation and Onboarding
- Job Skill Building
- Leadership Development
- Process Improvement
- Staff Management
- Data Analytics
- Schedule development
- Operations Management
- Process Monitoring and Improvement
- Goal-Oriented
- Processes and procedures
- Staff Discipline
- Complex Problem-Solving
- Employee Motivation
- Project Management
- Training and mentoring
- Policy Enforcement
Accomplishments
- EPIC Superuser
References
References available upon request.
Timeline
Customer Service Representative
Exact Sciences Laboratories
01.2022 - 12.2022
Practice Operations Supervisor
Children’s Healthcare of Atlanta
02.2016 - Current
Quality Assurance Manager
VoiceNation Live
05.2013 - 07.2016
Scheduling & Medical Records
Southeastern Endocrine & Diabetes
03.2009 - 11.2011
Medical Assisting
Everest Institute
High School Diploma -
Faith Academy
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