Carl Withers
Tallahassee,FL
Summary
Knowledgeable Senior Leader with solid background in coordinating and managing cross-functional teams. Successfully implemented initiatives that streamlined operations and enhanced team productivity. Demonstrated expertise in project management and communication, ensuring seamless execution of multifaceted tasks.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Coordinator, Medicare Complaints Team
CVS Healthcare
04.2025 - Current
- Led cross-functional teams to streamline project workflows and enhance communication across departments.
- Developed and implemented strategies to improve operational efficiency and reduce turnaround times.
- Coordinated complex schedules, ensuring alignment of resources for critical projects and initiatives.
- Mentored junior staff, fostering professional development and enhancing team performance through training sessions.
- Mentored junior team members, providing guidance on career development opportunities and fostering a supportive learning environment.
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
Patient Access Supervisor
Nashville General Hospital
05.2021 - 09.2024
- Coordinate with the patient access team in the operations of daily job responsibilities.
- Develop, recommend, and oversee the implementation and administration of policies and procedures of patient admissions and bill auditing services.
- Supervised patient registration processes to enhance accuracy and compliance with healthcare regulations.
- Led team in training staff on new scheduling software, improving operational efficiency.
- Streamlined patient access workflows, reducing wait times and enhancing the patient experience.
- Coordinated cross-departmental initiatives to improve communication and collaboration among staff members.
- Analyzed patient access metrics to identify trends and inform strategic decision-making processes.
- Evaluate process and procedures and coordinate with the management team to ensure efficient patient processing, bed utilization, and adherence to federal and local laws and regulations.
- Demonstrate, through plans and actions, a consistent standard of excellence to which all department work is expected to conform.
- Focus on continuous improvement working with the Senior Manager and Patient Access Managers across the Health System with a goal of delivering the highest degree of quality service possible.
- Provide support for Human Resource guidance.
- Complete, review, manage and monitor department budget.
- Directs and leads the patient access team in the daily operations.
- Represents Patient Access on various committees and teams and in meetings.
- Performs other duties as assigned.
- Supervised patient access operations, ensuring compliance with hospital policies and regulations.
- Trained and mentored staff on best practices for patient registration and insurance verification.
- Implemented new scheduling systems that improved appointment accuracy and resource allocation.
Call Center Supervisor
Barnes Jewish Hospital
02.2019 - 08.2020
- Oversaw and monitored the daily operations of the hospital call center which included communication with both patients and medical care team members.
- Analyze call center data and prepare reports for upper management.
- Generate and distribute detailed monthly AUX, metric and incentive reports.
- Update Excel spreadsheet with emergency pages each month.
- Monitoring challenges and working to motivate team members to offer exceptional customer service.
- Assembled patient and physician data and demographics for on-call physicians.
- Led meetings in Microsoft (Teams) to the critical functions of overall strategy for system initiatives.
- Achieved and Maintained 100% Quality Assessment Rating.
- Supervised daily operations of call center, ensuring optimal performance and adherence to protocols.
- Trained and mentored staff on customer service best practices and system usage.
- Analyzed call metrics to identify trends and improve team efficiency.
Customer Service & Operations Supervisor II
Southwest Airlines
12.2014 - 08.2018
- Set clear expectations on daily assignments and procedures or process changes to Employees.
- Ensure Agents comply with procedures as well as comply with Company regulations and standards.
- Coordinate, as needed, operations, maintenance, provisioning and dispatch to maintain, the stations on-time performance.
- Assists in training Operations, Customer Service and Skycaps (in locations with SWA Skycaps) Agents to ensure that they are aware of appropriate regulations, procedures, and Company policies.
- Performs special tasks or assignments as delegated by station management personnel.
- Mentors Agents for future leadership programs.
- Knowledge of contracts and other policies and procedures.
- Review the work performance of Operations and Customer Service Agents to ensure that their work performance, attendance, and appearance meet company requirements.
Education
Master of Business Administration -
Webster University
Saint Louis MOBachelor of Business Administration - Human Resource Management
Strayer University
Herndon, VASkills
- Health and Benefits Knowledge
- Operations Expertise
- Customer relations and satisfaction
- Leadership and Management
- Training & Development
- Public Speaking
- Labor Relations
- Excellent written and verbal communication skills
- Project planning and Development
- Relationship Building
- Insurance Verification
- Front-End Billing
- Onboarding
- CBA’s
- Budget Management and Analysis
- Change Management Experience
- Implementation and Delivery
- Revenue Cycle
- Volunteer Services
- Recruitment
- Project management
- Microsoft Word, Excel, PowerPoint
- Cerner
- Epic
- Citrix
- Talkdesk
- Kronos
- Workday
- Microsoft Access
- Microsoft Project, Teams
- Spark Hire
- Salesforce
- Meeting facilitation
- Decision-making
- Staff supervision
- Budget planning
Certification
Certified Revenue Cycle Representative (CRCR)
Timeline
Senior Coordinator, Medicare Complaints Team
CVS Healthcare
04.2025 - Current
Patient Access Supervisor
Nashville General Hospital
05.2021 - 09.2024
Call Center Supervisor
Barnes Jewish Hospital
02.2019 - 08.2020
Customer Service & Operations Supervisor II
Southwest Airlines
12.2014 - 08.2018
Master of Business Administration -
Webster University
Bachelor of Business Administration - Human Resource Management
Strayer University