Kayla Shaw
Summary
Accomplished Patient Contact Center Supervisor at Curry Health Network, adept in workforce management and effective coaching. Excelled in enhancing service quality and agent performance, achieving significant reductions in handling time. Demonstrated strong leadership and Microsoft Excel expertise, fostering employee engagement and surpassing corporate goals.
Energetic and approachable, offering excellent leadership and communication skills. Possesses deep understanding of customer service principles and effective team management techniques. Capable of driving team performance and ensuring high customer satisfaction.
Contact center professional with extensive experience in managing and optimizing customer service operations. Adept at leading teams to meet performance goals and enhance customer satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.
Offering strong foundation in leadership and customer service, with passion for developing in contact center environment. Brings ability to quickly learn and apply industry knowledge, coupled with solid problem-solving and conflict resolution skills. Ready to use and develop strong interpersonal and organizational skills in Contact Center Supervisor role.
Overview
7
7
years of professional experience
Work History
Patient Contact Center Supervisor
Curry Health Network
07.2021 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 17 agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Collaborated with cross-functional departments to resolve complex patient issues and improve the overall experience.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Consistently met or exceeded revenue targets by motivating agents to upsell products or services when appropriate.
Executive Director
Mosaic Management
04.2020 - 06.2021
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
- Forge strong relationships with board members, providing regular updates on organizational progress and soliciting their expertise when needed.
- Built relationships with donors, government officials and other organizations to secure funding and support for organization.
Referral Coordinator
Curry Health Network
05.2018 - 04.2020
- Scheduled appointments with specialists on behalf of patients.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Processed referral requests from patients, doctors and other health care professionals.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Assisted with completion of referral forms and verified data accuracy and completion
Education
BBA - Health And Science Administration And Management
Colorado Technical University
Colorado Springs, CO05-2019
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
- Employee engagement
- Quality assurance
- Training delivery
- Information tracking
- Micosoft and Excel expertise
- Timekeeping
- Employee motivation
- Coaching and mentoring
- Schedule coordination
- Performance evaluation
Accomplishments
- Supervised team of 17 staff members. With very little turnover
- Assisted with our EMR conversion to Epic from CPSI
Languages
English
Timeline
Patient Contact Center Supervisor
Curry Health Network
07.2021 - Current
Executive Director
Mosaic Management
04.2020 - 06.2021
Referral Coordinator
Curry Health Network
05.2018 - 04.2020
BBA - Health And Science Administration And Management
Colorado Technical University
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