Brandye Ickes
Carmel,IN
Summary
Experienced professional with expertise in revenue cycle and scheduling, team leadership, and workflow standardization. Proven problem solver adept at training development and continuous process improvement, ready to lead and optimize operations. Seeking to leverage skills as an RCS Team Lead to drive team success and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
RCS-Senior Associate
IU Health
01.2021 - Current
- Act as the de facto Team Lead in the manager's absence, ensuring continuity and operational stability.
- Designed and implemented a structured SharePoint (KMG) knowledge system to standardize workflows across teams.
- Improved agent efficiency and call handling consistency by centralizing accurate, easy-to-access resources.
- Continuously refine content to reduce errors, support onboarding, and improve first-call resolution.
- Supported large-scale operational rollout for statewide urology scheduling integration.
- Assisted with real-time issue resolution, workflow adjustments, and agent guidance during go-live.
- Partner with frontline staff to identify gaps in workflows and knowledge tools, driving ongoing improvements.
- Translate complex scheduling processes into clear, usable job aids and decision guides.
- Support performance improvement by reducing variability and increasing adherence to best practices.
- Contribute to operational performance improvement initiatives through workflow optimization and real-time support.
- Analyze scheduling trends and recurring issues to support KPI performance and process improvements.
- Support workforce efficiency by helping teams navigate high call volumes and complex scheduling scenarios.
- Assist with onboarding and coaching to improve agent performance, adherence, and call quality.
- Helped stabilize operations during transition, ensuring continued patient access and minimal disruption.
- Lead same-day resolution of specialty issues by coordinating directly with clinics in the manager's absence.
- Recognized as the team's go-to problem solver for non-HR issues and complex scenarios.
- Centralized KMG content into a structured SharePoint knowledge system and continuously optimize knowledge tools by updating workflows to improve accuracy and operational consistency.
- Provide supportive, empathetic guidance to reinforce collaborative team culture.
- Serve as SME for Women's Health & Multi-Specialty teams.
- Developed training videos, materials, and operational visualizations.
- Developed training programs for staff, improving operational efficiency and compliance with healthcare regulations
- Mentored junior associates, fostering a culture of continuous improvement and professional development within the team
- Spearheaded projects focused on integrating new healthcare technologies, improving data management and accessibility
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Trained and supported new team members, maintaining culture of collaboration.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Developed training materials and conducted workshops to improve product knowledge and service skills.
- Monitored call metrics, identifying trends to drive operational improvements and increase efficiency.
- Provided ongoing coaching and mentorship to team members, fostering a culture of continuous improvement.
- Analyzed customer feedback data to inform decision-making and refine service protocols effectively.
- Coordinated cross-functional communication to resolve complex customer issues promptly, ensuring high-resolution rates.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Oversaw team of [Number] agents focused on [Type] calls.
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Cross-trained and provided backup support for organizational leadership.
RCS-Associate
IU Health
01.2019 - 01.2021
- Manage high-volume patient scheduling while ensuring HIPAA compliance.
- Document patient encounters accurately and thoroughly.
- Verify insurance benefits and collaborate with specialty clinics.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Education
B.A. - Psychology
Rutgers University
Camden, NJ01-2004
Skills
- Revenue cycle and scheduling expertise
- Team leadership and coaching
- Microsoft Office proficiency
- Workflow standardization
- Training development and delivery
- Problem-solving and analysis
- Referral management
- Data tracking and reporting
- Continuous process improvement
Certification
CERTIFIED HEALTHCARE ACCESS ASSOCIATE (CHAA), 2021
Timeline
RCS-Senior Associate
IU Health
01.2021 - Current
RCS-Associate
IU Health
01.2019 - 01.2021
B.A. - Psychology
Rutgers University