Kathy Blas

• Created reports outlining key performance indicators such as average handle time, first call resolution, abandonment rate
• Developed training materials for new and existing staff members on call handling procedures, policies, and customer service techniques.
• Established metrics for measuring agent productivity such as number of calls answered per hour or day, average hold time per call.
• Implemented strategies to increase efficiency within the contact center by reducing wait times, improving response times.
• Managed daily operations of the contact center, including staffing, scheduling, and customer service.
• Provided coaching and guidance to employees on an ongoing basis to improve their skills in customer service.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Delegated work to staff, setting priorities and goals.
• Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
• Set and managed performance benchmarks for call center employees.
• Oversaw daily operations of call center team, ensuring adherence to performance standards.

Assign Clinical Coordinators to providers to ensure efficient chart preparation, scribing, and lab uploads. • Monitor and track Clinical Coordinator schedules to guarantee 12-16 hours per week per Coordinator. • Provide support, training, and guidance to Clinical Coordinators to enhance their performance. • Oversee Facility Liaisons, ensuring their presence on-site according to assigned schedules. • Facilitate communication between Facility Liaisons and providers to streamline lab uploads, census updates, and other facility-related tasks. • Monitor and track Facility Liaison schedules to ensure 20-25 hours per week per Liaison. • Serve as the primary point of contact between Scribe EMR and providers, ensuring timely updates, issue resolution, and efficient acquisition of Scribes. • Collaborate with Scribe EMR to improve the quality and efficiency of scribing services. • Conduct regular performance evaluations for Clinical Coordinators and Facility Liaisons, providing feedback and implementing corrective actions as needed. • Recognize and reward exceptional performance within the clinical support team. • Ensure compliance with healthcare regulations, policies, and procedures in all clinical support activities. • Maintain accurate records and documentation related to clinical coordination and liaison activities.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Handled Patient complaints, resolved issues and adjusted policies to meet changing needs
• Evaluated employee performance and coached and trained to improve weak areas
• Maintained compliance with company policies, objectives and communication goals
• Maintaining and Exceeding FCS 93% collection standard
• Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills
• Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties
• Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction
• Assist with mergers on as needed basis
• Developed close working relationships with front office and back office staff
• Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.

• Worked with medical teams, patients and families to implement effective treatment plans
• Coordinated individualized discharge plans to manage safe transition back into community and home environments
• Coordinated program referrals for community-based resources
• Explained medical care options to help families make informed healthcare decisions
• Organized clinical documentation, treatment plans, and referrals
• Maintained regular contact with clients by calling and visiting clients' homes
• Prepared all required treatment records and reports
• Documented case notes daily and coordinated follow-up for seamless case management
• Supported program leadership in handling day-to-day management needs of busy office
• Managed residential discharges for facility and coordinated after-care activities.