Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic
Jocelyn J. Einarson

Jocelyn J. Einarson

Prior Lake,MN

Summary

Accomplished leader with a proven track record at UMPhysicians, adept in enhancing patient access processes and team performance. Excelled in strategic planning and operational improvements, leveraging strong problem-solving and communication skills. Demonstrated excellence in HIPAA compliance and mentoring, significantly improving patient satisfaction and operational efficiency.

Overview

25
25
years of professional experience

Work History

Patient Access Team Lead

UMPhysicians
Minneapolis, MN
10.2023 - Current
  • Handled 576 per year of incoming calls, providing exceptional customer service to patients and families.
  • Performed 60 Registration & 36 Call Audits each month
  • Coordinated scheduling of appointments across Dermatology, Allergy & Interventional Radiology to optimize patient care.
  • Exemplified Leadership through Daily Huddles & Weekly Connects with the Team. Attended Service Line Connects with Clinic Management.
  • Recruited, Trained and Supervised new staff members in accordance with our established protocols and guidelines.
  • Resolved customer complaints within 24 hours while maintaining high levels of customer service satisfaction.

Patient Access Senior Scheduler

MHealth/ Umphysicians
10.2019 - 10.2023
  • Registration/ Scheduling Appointments for Urology, Women’s Health & Nephrology
  • Experience with Scheduling for Cardiology, Pulmonology & Pulmonary Function Lab
  • Run Friday Meetings with Team to go over ASA, Total # of Calls, Average Volume including Escalations & Misc Information Pod Specific

Business Team Lead

Frontier Communications
11.1999 - 10.2019
  • Assist Business Consultants from the Burnsville Call Center 25-50 reports
  • Handle all Escalation Calls- Roughly 1,887 escalations handled, including Public Utility Commission & VP Escalations
  • Handle Sales Spiffs including Tracking for Commercial Key Targets- Planning & Organizing Spiffs
  • Subject Matter Expert for all New Hire Trainings in New Haven, Connecticut- Business Acquisition 40-50 New Reps
  • Trainer for Business Dept 50-100 consultants
  • Business Commercial Propriety Equipment Sales- tracking of sales up to $1 million+
  • Entered Performance reviews for all direct reports- 25+

Education

Bachelor of Arts Degree -

Winona State University
Winona, MN

Skills

  • Strong Leadership/ Delegation
  • Being Truthful, Accountable, Reliable and Self-Confident
  • Strong Time Management: prioritizing, managing my schedule & multitasking
  • HIPAA Compliant
  • Strong Problem-Solving Ability & Lead projects/ Team
  • Positive, Proactive to identifying opportunities & Process improvement
  • Clear & Effective Communication
  • Conflict & One Call Resolution
  • Analytical & Creative Thinking

Accomplishments

  • Allergy & Dermatology Compliments from the staff for Relaying Communication for the Team.
  • Several Acknowledgements from my Team Members. For being an Exceptional Leader.
  • Clinic Nurse with Transplant advised I went the extra mile for care and attention, Friendly and Helpful and patient care centered while scheduling.
  • Compliment from my Supervisor for taking on Additional Tasks during low call volumes, which helps us stay true to the Mission of providing High Quality Care.
  • Several messages to Thank for helping with Training new hires into the pod.
  • Sunshine Committee
  • Red Flag Revamp Committee
  • Dermatology Chat Subject Matter Expert/ Rollout

References

References available upon request.

Timeline

Patient Access Team Lead

UMPhysicians
10.2023 - Current

Patient Access Senior Scheduler

MHealth/ Umphysicians
10.2019 - 10.2023

Business Team Lead

Frontier Communications
11.1999 - 10.2019

Bachelor of Arts Degree -

Winona State University

Similar Profiles

CREATE PROFILE
Jocelyn J. Einarson