Dominique Trotter- Carroll
Chicago,IL
Summary
Access Center Manager known for exceptional ability to oversee operations, ensuring high productivity and efficient task completion. Skilled in strategic planning, team leadership, and customer service management. Excel at communication, problem-solving, and adaptability, bringing a forward-thinking approach to achieving business goals and enhancing operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Access Center Manager
Rush University Medical Center
Chicago, IL
05.2021 - Current
- Manage and direct the performance of 52 team members.
- Identify and resolve operational problems using defined processes, expertise, and judgment.
- Reinforce and confirm that all patient communications services, productivity, and performance goals, and departmental objectives are successfully accomplished to the highest service level possible and in accordance with department goals.
- Ensure the successful performance and completion of administrative duties, tasks, and assignments supporting operations within established time frames, meeting established rates of performance for the quality and quantity of work for the position, and demonstrating a level of quality, efficiency, and accuracy in the employee's job performance that ensures the highest standards of excellence.
- Conducts regular staff meetings to ensure all personnel were properly trained on policies and procedures.
- Establish customer service standards for the center and monitored performance of staff against those standards.
- Create operational plans for the center in order to maximize efficiency and productivity.
- Ensure compliance with company policies and procedures as well as local regulations regarding safety, health, security and labor laws.
- Provide guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
Lead Access Specialist
Rush University Medical Center
Chicago, IL
06.2018 - 05.2021
- Performed routine scheduling, basic triage, message taking, referral management, and registration duties while exceeding customer expectations with excellent customer service skills and knowledge for over 20 specialty clinics.
- Performed service recovery to ensure customer satisfaction and retention.
- Monitored 19 queues to ensure the team meets service level goals.
- Assisted in emphasizing and reinforcing department-level training, workflows, and policies for all 42 agents.
- Developed and maintained database structures to ensure data integrity, accuracy, and security.
- Created and updated user access profiles for new personnel to enable them to use the system effectively.
- Troubleshot user log-in issues, reset passwords, and monitored account activity.
Quality Metric CMA
Rush University Medical Center
Chicago, IL
12.2016 - 06.2018
- Created a workflow and trained the lead medical assistants and clinical leaders in all 20 of the primary care and internal medicine offices on how to assist over 100 providers meet all 6 CMS goals.
- Helped increase the performance management and quality improvement capacity of the organization in order to ensure that public health goals were effectively and efficiently met, according to CMS guidelines.
- Helped to establish a continuous performance and quality improvement effort, monitoring, and reporting system.
- Assisted with patient admissions and discharges, including obtaining vital signs, medical histories and insurance information.
- Provided support in the development of treatment plans for patients under the direction of a physician.
- Provided direct patient care by assisting with treatments and administering medications as directed by physicians.
Medical Assistant/Front Office Manager
Little Company of Mary Hospital
Evergreen Park, Illinois
11.2015 - 12.2016
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Provided assistance to medical staff in performing minor surgical procedures.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Filed insurance claims forms in accordance with applicable regulations.
Contractor
University of Chicago Hospital
Chicago, IL
06.2014 - 12.2016
- Resolved problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
- Assisted with patient and employee complaints, and performed service recovery before they were escalated to the Hospital Administrator.
- Oversaw over 100 EVS and patient transport employees' call-offs and daily tasks.
- Assisted in the preparation of construction contracts and agreements, ensuring accuracy and compliance with applicable laws.
- Reviewed and interpreted blueprints, specifications, and other technical documents to ensure accurate project execution.
- Developed detailed plans for projects based on customer needs and expectations.
Assistant Manager
Walgreens
Chicago, IL
07.2007 - 06.2014
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Established processes for monitoring customer satisfaction levels.
Education
Master of Science - Health Administration
University of Phoenix
Tempe, AZ04-2023
BS - Health Management
University of Phoenix
Chicago, IL12.2021
Associates in Applied Sciences -
Robert Morris University
Chicago, IL12.2016
Skills
- Problem Solving
- Adaptability
- Collaboration
- Strong Work Ethic
- Time Management
- Critical Thinking
- Handling Pressure
- Leadership
- Service Recovery
- Prioritizing
- Multi-tasking
- Project Management
- Operations Oversight
- Interdepartmental Collaboration
- Staff Development
Certification
- Certified through FEMA for National Emergency Response and Incident Command, 2021
- CHAA certified, 2019
- Certified Medical Assistant, 2011
Accomplishments
- Inducted into the National Society of Leadership and Success in January 2021.
Timeline
Access Center Manager
Rush University Medical Center
05.2021 - Current
Lead Access Specialist
Rush University Medical Center
06.2018 - 05.2021
Quality Metric CMA
Rush University Medical Center
12.2016 - 06.2018
Medical Assistant/Front Office Manager
Little Company of Mary Hospital
11.2015 - 12.2016
Contractor
University of Chicago Hospital
06.2014 - 12.2016
Assistant Manager
Walgreens
07.2007 - 06.2014
Master of Science - Health Administration
University of Phoenix
BS - Health Management
University of Phoenix
Associates in Applied Sciences -
Robert Morris University