Summary
Overview
Work History
Education
Certification
Timeline
Generic

K. Stefon Robertson

Summary

Senior Operations Supervisor with 13 years of Contact Center experience. Seeking to dramatically improve KPI's, Quality Assurance/ Control and Customer Service. I managed a team of 26 people in a high-volume healthcare IT support ticket environment by introducing technology-based training methods and innovation, successfully decreasing the Abandonment Rate from 40% down to 8% in 1 business quarter while being instrumental with the launch of 3 new products and features.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Supervisor Anna Assist

Post Acute Analytics
01.2023 - 06.2024
  • Working parallel with the product development team presiding over 26 representatives remote; directly contributing technical support to 11 healthcare clients
  • Through observation and troubleshooting, provided feedback regarding Post Acute Analytics A.I software “Anna,” by supporting the products infrastructure and shadowing client EMR's
  • Influential in implementing a coding system to better identify whether tickets in question are product, process or education related & successfully documenting “user stories,” issues and necessary trainings.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Patient Services Supervisor

Bayless Integrated Health
08.2021 - 09.2022
  • Managed the Bayless Engagement Center (call center) comprised of 24 people, working alongside Practice Managers for monthly projects to implement process improvements
  • Maintained KPI tracking and improved the call abandonment rate by 32%, fulfilling all duties for the Customer Service Representative as needed for coverage
  • Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
  • Ensured smooth clinic operations through effective coordination of clinical staff and resources.
  • Enhanced staff performance by conducting regular training sessions and performance evaluations.

Team Leader - Project Management

TriWest HealthCare Alliance
08.2016 - 08.2020
  • Successfully convey Houston VAMC appointing standards per contractual guidelines to a constant 92.5% with a 20% increase for 3 months - Served as a Subject Matter Expert to 35 outbound/inbound Patient Service Representatives
  • Created an Employee Engagement team that presented 2 Town Hall meetings, motivating and encouraging fun, team play and a better morale in the workplace while discussing recurring problems for process improvements.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted to Team Lead - Project Manager

Appeals Analyst II

Aetna
06.2014 - 09.2016
  • Promoted from Health Concierge to an Appeals Analyst after a few months in the Health Concierge position managing high-volume workloads and meeting performance requirements while working within strict timeframes
  • Assist in managing Social Media complaints while taking lead in aiding Department of Insurance and Executive complaints by de-escalating calls and interpreting the adjudication of claims to providers and members.
  • Enhanced customer satisfaction with timely resolution of appeals, addressing concerns thoroughly and professionally.

Health and Wellness Lead

Acclivity & Optum Health
06.2013 - 06.2014
  • Promoted to Lead in Health and Wellness department after 6 months as a Specialist
  • Improved and assisted in managing patient's health by providing valuable services, information regarding chronic medical conditions and wellness efforts.
  • Improved client health and wellness by conducting personalized assessments and developing tailored action plans.

Education

Radiology Diploma -

The Bryman School
Phoenix, AZ
01.2009

Certification

  • CPR Certified
  • Medical Skills
  • Chest Positioning
  • CPR
  • Medical Terminology
  • Radiation Safety
  • Upper Extremity Positioning
  • Venipuncture
  • First Aid
  • Medical Assistant Duties
  • Lower Extremity Positioning
  • Communication Skills
  • HIPAA/OSHA
  • Electrocardiography
  • X-Ray Film Processing
  • Computer Application
  • Patient Care
  • Urinalysis

Timeline

Supervisor Anna Assist

Post Acute Analytics
01.2023 - 06.2024

Patient Services Supervisor

Bayless Integrated Health
08.2021 - 09.2022

Team Leader - Project Management

TriWest HealthCare Alliance
08.2016 - 08.2020

Appeals Analyst II

Aetna
06.2014 - 09.2016

Health and Wellness Lead

Acclivity & Optum Health
06.2013 - 06.2014

Radiology Diploma -

The Bryman School
K. Stefon Robertson