JOYCE DUNCAN

Work History

Amazon

Haslet, TX

01.2022 - Current

Promoted to a secondary position of Problem Solver to assist the inbound stowers
Completes in-depth research for numerous technical issues regarding the product and solves the issue returning item back to the Stower to stow
Stows product in the appropriately sized pod after scanning item, reading monitor and verifying description and quantity accurately
Consistently exceeds productivity goal (250 items per hour) by stowing 25% more than required, ranking in the top 15% of stowers within the Amazon network
Identifies product issues/defects and sets aside for a problem solver to resolve
Received accolade by achieving the highest quality in the fulfillment center for the month of October 2022
Crossed trained to the Picker position during the peak season to assist the Outbound department in reaching distribution goals
Rapidly Picks products (300+ per hour) from the specified pods as directed by the monitor and places them in assigned totes for further distribution
Loads totes onto the drive belt and troubleshoots and resolves issues when it malfunctions

HCA- Parallon

Remote/WFH

04.2021 - 01.2022

Managed revenue cycle for the Managed Medicare/Medicaid and Tricare team
Guided team members in their responsibility to work with payers on behalf of our facilities to collect/resolve outstanding balances left from hospital facility charges.
Exceeded collection goal by 24% for 2021 collecting over 17 million in revenue
Evaluated business objectives to forecast which tools, processes and strategies would result in revenue growth.
Worked with direct reports to set meaningful performance objectives; setting specific performance goals and identified measures for evaluating goal achievement.
Identified performance opportunities, encouraging improvement in the key responsibilities consisting of quality assurance and productivity.
Hired and coached hourly employees.
Appraised performance, rewarded and disciplined employees.

HCA- Parallon

Remote/WFH

03.2020 - 01.2022

Effectively managed objectives by training, assigning, coaching and communicating job expectations for the quality analysts.
Focused on assisting Operations in the continuing improvement and adherence to the expected outcomes relating to accurate account handling.
Assisted analyst's monthly completion of 1300 QA audits for approximately 65 associates, evaluated recorded interactions utilizing NICE software
Conducted bi-monthly Audit the Auditor reviews and relayed findings to the analysts.
To ensure consistency, conducted calibration sessions with analysts and Operations management each month
Tracked error and improvement trends and reported findings via Executive Summary to SR Operations and executive leadership
Created monthly QA powerpoint snapshots for Operations to present to their individual teams which outlined improvement upswings and top opportunities

HCA - Parallon RCPS

Bedford/WFH, TX

01.2015 - 03.2020

During this timeframe -Managed the Workers Comp, Champus/Tricare, BCBS and PPO teams where team members specialized in working with specific payers to resolve accounts
Guided team members in their responsibility to work with payers on behalf of HCA facilities to collect/resolve outstanding balances left from hospital facility charges.
Successfully managed team to meet daily/monthly goals and objectives.
Evaluated business objectives to forecast which tools, processes and strategies would result in revenue growth.
Worked with supervisors and direct reports to set meaningful performance objectives; setting specific performance goals and identified measures for evaluating goal achievement.
Identified performance opportunities, encouraging improvement in key responsibilities including quality and productivity.
Hired and coached hourly employees.
Appraised performance, rewarded and disciplined employees.

HCA - NPAS

Bedford, TX

10.2005 - 12.2014

Managed a self-pay team where team members specialized in working with self-pay patients resolving issues and setting balance resolutions on behalf of HCA facilities
Guided team members in their responsibility to work with customers to collect/resolve outstanding balances left from hospital facility charges.
Successfully managed team to meet daily/monthly collection and productivity goals
Evaluated business objectives to forecast which tools, processes and strategies resulted in revenue growth.
Worked with direct reports to set meaningful performance objectives; setting specific career goals and identifying steps to work towards achievement.
Identified performance opportunities, encouraging improvement in key responsibilities including quality and productivity.
Hired and coached hourly employees.
Appraised performance, rewarded and disciplined employees.