Emmy Brittingham
Myrtle Beach,SC
Summary
Healthcare operations leader with experience in patient access, centralized scheduling, contact center operations, team leadership, workforce management, and process improvement. Proven track record of rapid advancement from Scheduler to Scheduling Lead to Manager at Tidelands Health while leading operational initiatives that improve patient access, service quality, and team performance.
Overview
10
10
years of professional experience
Work History
Manager, Patient Connections Team
Tidelands Health
03.2024 - Current
- Lead daily operations for the Patient Connections department with approximately 40 direct reports, ensuring efficient processes and exceptional patient service.
- Manage staffing, onboarding, training, coaching, and performance management for a growing team.
- Partner with operational and clinical leaders to improve workflows, patient access, and scheduling efficiency.
- Monitor departmental metrics including service levels, handled rates, productivity, and quality outcomes.
- Oversee provider template management and scheduling optimization initiatives across multiple specialties.
- Lead process improvement efforts and support implementation of new technologies, policies, and organizational initiatives.
Scheduling Lead, Patient Connections Team
Tidelands Health
07.2023 - 03.2024
- Served as the first point of contact for scheduling staff, providing daily support and guidance.
- Trained and onboarded new employees on scheduling workflows, policies, and customer service standards.
- Assisted leadership with staffing coordination, workflow management, and operational oversight.
- Conducted quality reviews and monitored team performance to support service excellence.
- Helped identify process improvement opportunities and implement workflow enhancements.
- Acted as a liaison between frontline staff, leadership, and clinical departments.
Scheduler, Patient Connections Team
Tidelands Health
09.2022 - 07.2023
- Managed high-volume inbound calls and scheduled appointments for multiple specialties.
- Ensured accurate scheduling while adhering to department protocols and provider guidelines.
- Worked collaboratively with clinical teams to address patient scheduling needs and concerns.
- Maintained a strong focus on customer service, patient satisfaction, and first-call resolution.
- Supported departmental goals through efficient call handling and accurate documentation.
Intern
LiveWell Office
08.2020 - 08.2022
- Conducted orientation for new students and their families by covering healthcare services, wellness programs, and counseling resources.
- Scheduled and preregistered clients.
- Tailored presentation style and content to cater to the unique need to diverse audiences.
- Conducted research on interpersonal violence and awareness.
Sales Associate
Ron Jon Surf Shop
04.2020 - 08.2020
- Checked customers out while offering a welcoming and friendly demeanor.
Camp Counselor
YMCA
04.2018 - 08.2018
- Organized and lead a variety of small and large group activities each week.
- Identified and responded to camper behavioral issues.
Hostess/Food Runner
Carolina Roadhouse
03.2017 - 08.2017
- Monitored dining room and guest flow to maximize table usage and minimize wait times.
- Delivered food orders from the kitchen to customers tables rapidly and accurately.
Education
Master of Business Administration -
United States University
04-2028
Bachlor of Science in Public Health -
Coastal Carolina University
Conway, SC05-2022
Skills
- Healthcare Operations Management
- Team Leadership
- Workforce Planning
- Patient Access Operations
- Contact Center Operations
- Provider Scheduling & Template Management
- Epic Scheduling
- Process Improvement
- Performance Management
- Data Analysis & Reporting
- Employee Development
Timeline
Manager, Patient Connections Team
Tidelands Health
03.2024 - Current
Scheduling Lead, Patient Connections Team
Tidelands Health
07.2023 - 03.2024
Scheduler, Patient Connections Team
Tidelands Health
09.2022 - 07.2023
Intern
LiveWell Office
08.2020 - 08.2022
Sales Associate
Ron Jon Surf Shop
04.2020 - 08.2020
Camp Counselor
YMCA
04.2018 - 08.2018
Hostess/Food Runner
Carolina Roadhouse
03.2017 - 08.2017
Master of Business Administration -
United States University
Bachlor of Science in Public Health -
Coastal Carolina University