Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic
Gary Taylor

Gary Taylor

Management
Richmond,VA

Summary

Organized and motivated leader eager to apply time management and organizational skills in various environments. Seeking Leadership opportunities to expand skills while facilitating company growth.

Overview

10
10
years of professional experience

Work History

Office Practice Manager

Medi Weightloss
Glen Allen, VA
09.2023 - Current
  • Oversee all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
  • Successfully ensure staffing labor is maintained at 30% through efficient workforce scheduling and strategic hiring practices
  • Participate in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
  • Coordinate staff recruitment, training, and scheduling activities.
  • Formulate new networking and marketing strategies with various facilities, such as primary care physicians, bariatric surgeons, and various medical practices to help find new and innovative ways to promote weightloss and healthy living.
  • Comply with OSHA and HIPAA regulations.
  • Coordinate and maintain financial operations, budgeting, accounting, expenses and financial reporting tasks.
  • Create reports that track key performance indicators such as revenue growth and efficiency metrics, identifying areas for improvement .
  • Recruited, hired and trained new medical and facility staff.
  • Assess medical office operations, identified areas of improvement, and developed plans for corrective action.
  • Resolve escalated customer service issues in a timely manner while maintaining a high level of professionalism.
  • Conduct regular meetings with staff to discuss operational issues and ensure proper communication between departments.

Call Center Manager

Science and Medicine Group
Richmond, VA
11.2022 - 02.2023
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Produced thorough, accurate and timely reports of project activities.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assigned work and monitored performance of project personnel.
  • Developed employee performance and satisfaction optimization programs.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Developed and maintained a team of call center representatives to meet performance standards.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Proposed or approved modifications to project plans.
  • Created and managed budgets for travel, training and teambuilding activities.

Healthcare Call Center Manager

HCA
Richmond, VA
08.2019 - 11.2022
  • Monitored and evaluated team and individual performance by reviewing relevant reporting data and producing statistical reports.
  • Rated #2 out of 18 managers for camaraderie, relationships, knowledge, and leadership skills within the department.
  • Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
  • Reviewed completed work to verify consistency, quality and conformance..
  • Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Consistently achieved and maintained service levels agreements by implementing proactive monitoring and troubleshooting measures, ensuring minimal downtime and uninterrupted service delivery.

Call Center Supervisor

Conduent State Healthcare
Richmond, VA
08.2018 - 08.2019
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Facilitated communication between departments to resolve problems quickly.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Ensured that agents complied with applicable laws regarding privacy protection.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Coached staff on strategies to enhance performance and improve customer relations.

Fraud Account Supervisor

Capital One
Glen Allen, VA
01.2014 - 07.2017
  • Provided timely feedback on investigative processes used by team members in order to improve overall efficiency.
  • Ensured compliance with all applicable laws pertaining to anti-fraud initiatives.
  • Investigated claims of suspected fraudulent activity and took appropriate action based on findings.
  • Connected patterns for underlying account associations to discover undetected fraud.
  • Implemented strategies to minimize financial losses due to fraudulent activities.
  • Assisted with the development of training materials for existing staff on fraud prevention techniques.
  • Managed fraud investigations, ensuring accuracy and timeliness of case resolution.
  • Managed a team of 25 agents
  • Hired, onboarded, trained, coached, evaluated, all team members.
  • Coordinated with external law enforcement agencies when necessary during ongoing investigations.
  • Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
  • Collaborated with other departments such as compliance, legal, operations, IT security. to ensure effective communication regarding fraud-related issues.

Education

Bachelor of Science - Health Information Management

Medical Careers Institute
Richmond, VA
08-2014

Skills

  • Continuous Improvement
  • Records Management
  • HIPAA and OSHA Regulations
  • Workflow Management
  • Training and Development
  • Budget Oversight
  • Marketing
  • Hiring Medical Personnel
  • Strategic Planning
  • Performance Metrics
  • Supplies Ordering
  • Event Planning
  • Regulatory Compliance
  • Recruitment and Retention
  • Performance Management
  • Microsoft (Word, Excel)
  • Google Suite

Affiliations

In my professional career, I have consistently demonstrated my ability to handle multiple responsibilities and meet deadlines without compromising the quality of my work. I am known for my strong organizational skills, adaptability, and ability to prioritize tasks effectively. I believe that a healthy work-life balance is crucial for personal well-being and professional success.

Therefore, I make it a point to set boundaries and allocate time for my personal life, hobbies, and relationships outside of work. Furthermore, I strongly believe that a harmonious personal life is essential for overall happiness and productivity. I am committed to maintaining a balanced life by dedicating time to my family, friends, and personal interests. Whether it's spending quality time with loved ones, pursuing my hobbies, or engaging in physical exercise, I ensure that I have a well-rounded life outside of work. This not only helps me recharge and stay motivated but also enables me to bring a fresh perspective and positive energy to my professional endeavors.

In conclusion, I am confident in my ability to balance different aspects of life, both at home and at work. I believe that this skillset allows me to thrive in a dynamic and fast-paced environment. I am excited about the opportunity to contribute my well-rounded approach to this role and make a positive impact on the organization. Thank you for considering my application, and I look forward to discussing my qualifications further.

Sincerely,

Gary Taylor

Timeline

Office Practice Manager

Medi Weightloss
09.2023 - Current

Call Center Manager

Science and Medicine Group
11.2022 - 02.2023

Healthcare Call Center Manager

HCA
08.2019 - 11.2022

Call Center Supervisor

Conduent State Healthcare
08.2018 - 08.2019

Fraud Account Supervisor

Capital One
01.2014 - 07.2017

Bachelor of Science - Health Information Management

Medical Careers Institute
Gary TaylorManagement