Catherine Raymond
Bala Cynwyd,PA
Summary
Executive leader, focused on designing strategies that deliver success in ever-changing healthcare and business organizations. Identify opportunities for improvement and implementing solutions that maximize utility, reducing costs and optimizing workflow. Capable of interfacing with individuals at all levels of an organization to drive outstanding results.
Overview
26
26
years of professional experience
Work History
Consultant
St Lawrence Health Care System
01.2021
- During Covid I traveled to Potsdam, NY to assist former NJU COO in opening a Patient Access Center modeled after NJU for the entire St Lawrence Health System (January to April 2021), it is currently running smoothly.
Key Accounts Manager/Quality Assurance
Company Voice
01.2022 - Current
- Quality Assurance Manager for Coventry Direct, implemented new evaluation process with Genesys and Excel to follow trends and track results and progress for 25 employees
- Managed programs with 35 employees for Decision Point Health: Blue Cross Blue Shield MA, Blue Cross Blue Sheild Providence, GEHA simultaneously
- These programs required interviewing and hiring, KPI reports daily, monitoring calls (for accuracy, quality and improvement where needed), initial training with Decision Point, and handling all patient complaints.
Freelance Event Décor Specialist
Magnifique Event Décor, LLC
01.2021 - Current
- Set up and décor for events such as Mothers in Charge, Alex’s Lemonade Stand Ball, Children’s Hospital Heart Health Month.
Director, Patient Access Center (direct report to COO bi-monthly)
New Jersey Urology
01.2015 - 01.2019
- Charged with the planning, development, and direction of complete operations of the organization’s call center to support 11 offices and 35 physicians with a goal of one call resolution
- Developed and executed call center policies and procedures for interacting with patients to enhance their experience through receiving exceptional customer experience
- Monitored the effectiveness and overall performance of call center operations by creating daily metric reports and reviewing results and listening to individual calls to improve processes and performance
- Promptly and effectively resolved escalated customer issues and service recovery to improve patient satisfaction
- Developed and executed strategies to achieve a consistent 90 - 95% answer rate (increasing from a 45% answer rate when calls were being handled by individual offices), and effectively coordinated/managed scheduling for 11 medical offices and 35 physicians with a daily call volume of 1500+
- Attended monthly Physician and Board meetings to keep them informed of any changes and to get their input from what the patients were relaying to them and review KPI reports with them
- Created a training process and wrote consistency guides and training manuals that were used for both the front desk staff and call center – by putting them online they were live documents that were updated frequently and reduced printing needs for training manuals
- Retraining was done as needed
- Updated the Patient Access Center to include two new departments, Triage (3 Medical Assistants, 1 LPN) to assist patients with questions and prescription refills and Emergency Backlines (4 Physician Liaisons to connect the physicians for hospital consults)
- Handled all compliance adherence and issues
- Responsible for all interviewing and hiring of staff
- Reduced OT by hiring full-time employees and cross training call center employees to handle refills, triage issues, work with Primary Care Providers directly and respond to consult requests and emergencies from hospitals through the backlines, resulting in saving the company significant amounts of money and achieving the one call resolution goal to increase patient care and satisfaction
- All calls and voicemails were answered and returned by 4:30 daily
- Implemented same day response for condolence cards to be sent to patient’s families
- Had suggestion boards and team building exercises
- Handled all expenses and billing related to the Patient Access Center
- NJU used two EMRs (Athena and Greenway) and two phone systems (Genesys Purecloud and Ring Central)
- I was responsible for all the change overs and handling any issues that arose
- Remained highly flexible to travel from office to office to provide backup during the absenteeism of managerial staff and to educate the office staff as to what the Patient Access Center was all about.
Independent Contractor
01.1999 - 01.2015
- Managed the renovation of a 100-year-old, 12,500-square-foot home and three apartment buildings
- Recruited and hired a team of contractors
- Scheduled assessments, filed for applicable permits, and collaborated with architects on design plans
- Developed and managed budgets and made design choices through each phase of the project
- Worked closely with landscapers to ensure scope of project was in alignment with client expectations
- Managed and controlled legal issues, and promptly resolved disputes
- Performed property management functions, communicated with tenants, scheduled maintenance, collected rent, and hired/coordinated staff.
Education
Communication Arts -
University of Hartford
Hartford, CTComputerized Accounting Program -
Gibbs College
Norwalk, CTSkills
- Problem Solving
- Strategic Planning & Implementation
- Exemplary Customer Service
- Quality Assurance
- Relationship Building
- Program Management
- Workflow Optimization
- Training and Development
- Conflict Resolution
Community Service
- The Baldwin School, Chairman & Committee Member, 2012-01-01, 2014-12-31
- Team Up Philly, Committee Member, 2014-01-01, 2019-12-31
- Interfaith Walk for Peace, Volunteer, 2001-01-01, 2022-12-31
- Fred’s Footsteps, Committee Member, 2007-01-01, 2018-12-31
- Mothers in Charge, Philadelphia Chapter, Advisor, 2001-01-01, Present
- The Farmhouse Retreat, Member, 2010-01-01, Present
Timeline
Key Accounts Manager/Quality Assurance
Company Voice
01.2022 - Current
Consultant
St Lawrence Health Care System
01.2021
Freelance Event Décor Specialist
Magnifique Event Décor, LLC
01.2021 - Current
Director, Patient Access Center (direct report to COO bi-monthly)
New Jersey Urology
01.2015 - 01.2019
Independent Contractor
01.1999 - 01.2015
Communication Arts -
University of Hartford
Computerized Accounting Program -
Gibbs College
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