Falonna Wines
Blue Ridge,VA
Summary
Contact Center Lead at Carilion Direct Scheduling with a proven track record in enhancing service quality and patient satisfaction. Skilled in coaching and mentoring, Exceptional communication and workforce management abilities drive my commitment to operational excellence.
Overview
6
6
years of professional experience
Work History
Contact Center Lead
Carilion Direct Scheduling
01.2025 - Current
- Supervised daily operations for a team of nine Contact Center Scheduling Specialists.
- Train new team members, and uptrain seasoned scheduling specialists.
- Track daily and weekly reports to ensure timely completion.
- Serve as facilitator for the FUN Committee to promote community involvement for the department.
- Respond to escalated patient concerns, resolving issues efficiently.
- Collaborate with management to implement process improvements for efficiency.
- Develop training materials to support ongoing staff development initiatives.
- Assist with ensuring adequate scheduling to maintain optimal coverage levels.
- Monitor call metrics to enhance service quality and response times.
- Provide feedback on performance metrics to drive continuous improvement efforts.
Contact Center Scheduling Specialist
Carilion Direct Scheduling
03.2023 - 01.2025
- Coordinated appointment scheduling for multiple departments, enhancing patient access and satisfaction.
- Utilized scheduling software to manage patient appointments efficiently, reducing wait times.
- Maintained accurate records of scheduled appointments, ensuring compliance with organizational policies.
- Provided exceptional customer service by addressing patient inquiries regarding appointments and services available.
- Acted as the first point of contact.
Healthcare Administrative Associate
Carilion Adolescent Medicine
03.2020 - 03.2023
- Streamlined patient scheduling processes to enhance clinic efficiency and reduce wait times.
- Coordinated communication between medical staff, patients, and families to ensure seamless information flow.
- Maintained accurate patient records using electronic health record (EHR) systems for compliance and accessibility.
- Developed training materials for new administrative staff to improve onboarding experience and retention rates.
- Managed inventory of office supplies, reducing costs through bulk purchasing strategies.
- Implemented quality control measures to ensure correctness of billing and coding processes, minimizing errors.
- Mentored junior administrative associates, fostering professional development and enhancing team performance.
- Managed confidential documents, safeguarding company information while maintaining strict adherence to privacy protocols.
Education
High School Diploma -
Roanoke City Public Schools
Roanoke, VA06-1991
Skills
- Exceptional communication
- Call center experience
- Coaching and mentoring
- Workforce management
Timeline
Contact Center Lead
Carilion Direct Scheduling
01.2025 - Current
Contact Center Scheduling Specialist
Carilion Direct Scheduling
03.2023 - 01.2025
Healthcare Administrative Associate
Carilion Adolescent Medicine
03.2020 - 03.2023
High School Diploma -
Roanoke City Public Schools