Madison Lawson
Lancaster,OH
Overview
5
5
years of professional experience
Work History
Quality Assurance and Training Specialist
The Ohio State University Physicians
Columbus, OH
12.2023 - Current
- Transitioned to inaugural QA/Training Team in December 2023.
- Graded three calls monthly for 50+ agents to ensure adherence to OSUP policies and protocols.
- Covered for team members by grading more calls when applicable.
- Oversaw scheduling protocols for over 50 agents across five OSU departments.
- Conducted quality assurance reviews of three calls monthly for agent performance evaluation.
- Delivered direct feedback through digital communication to enhance customer service delivery.
- Facilitated regular meetings with agents to provide coaching on departmental updates.
- Created and updated digital resources to improve communication between administration and agents.
- Analyzed daily, weekly, and monthly call trends to optimize patient interactions and accessibility.
Secretary
Lancaster United Brethren Church
Lancaster, OH
02.2024 - Current
- Served as primary contact for Lancaster United Brethren Church's operational and administrative functions.
- Created and maintained essential documents, including key logs and monthly newsletters.
- Participated in Elder Meetings, taking detailed notes to accurately convey updates and changes.
- Facilitated communication with Head Pastor and Elder Board regarding administrative matters.
- Managed and updated Lancaster United Brethren official website.
- Maintained church space and resource reservation calendar using Google Calendars.
- Created and distributed a monthly newsletter to share with the congregation.
- Organized priorities for multiple email accounts, calls, and texts based on urgency.
Lead Medical Scheduler
The Ohio State University Physicians
Columbus, OH
07.2022 - 12.2023
- Promoted to subject matter expert in scheduling for OSU Wexner Medical Center departments.
- Oversaw 27 agents for Gastroenterology, Hepatology and Nutrition, Endoscopy, and Admissions scheduling.
- Conducted three quality assurance call reviews monthly for 12-15 agents.
- Provided direct feedback to agents to enhance customer service standards.
- Facilitated regular meetings to coach agents on department changes and best practices.
- Created and updated digital resources to improve communication between administration and agents.
- Analyzed daily, weekly, and monthly call trends to optimize patient accessibility interactions.
- Managed scheduling for Dr. Edward Levine’s private clinic and endoscopy surgery appointments.
Patient Access Coordinator 2
The Ohio State University Wexner Medical Center
Columbus, OH
11.2021 - 07.2022
- Achieved promotions from Patient Access Coordinator 1 to 2 in November 2021, then to Lead Medical Scheduler in July 2022.
- Scheduled clinic and endoscopy visits for OSU Department of Gastroenterology, Hepatology and Nutrition using EPIC and IHIS.
- Trained endoscopy schedulers through demonstrative techniques and interactive mock orders in IHIS digital training environment.
- Completed hospital administrative tasks, including chart reviews and updates for over 50 patients daily.
- Managed In Basket communications with care providers and collaborated across departments for scheduling needs.
Patient Access Coordinator 1
The Ohio State University Wexner Medical Center
Columbus, OH
10.2020 - 11.2021
- Scheduled patients for endoscopy visits with OSU Department of Gastroenterology using EPIC and IHIS.
- Performed administrative functions, reviewing charts and updating demographics for over 50 patients daily.
- Handed 60+ calls daily.
Retail Sales Manager
Ulta Beauty
Columbus, OH
05.2020 - 10.2020
- Promoted from Lead Cashier to Retail Sales Manager in May 2020 after starting as a Beauty Advisor.
- Communicated daily sales goals to align team efforts with expectations.
- Updated employee timecards using KRONOS to ensure accurate payroll.
- Deescalated customer issues to maintain satisfaction and loyalty.
- Coached associates to enhance loyalty program participation and credit sales results.
Education
Bachelor of Arts - Communication
BOWLING GREEN STATE UNIVERSITY
Bowling Green05-2019
High School Diploma -
JONATHAN ALDER HIGH SCHOOL
Plain City05-2015
Skills
- Effective communication
- Organizational abilities
- Analytical problem-solving
- Conflict resolution strategies
- Rapid learning ability
- Self-driven motivation
- Efficient time management
- Coaching and teaching expertise
- Commitment to excellence
- Microsoft 365 applications
- Outlook software
- SharePoint
- KRONOS
- Cisco
- EPIC/IHIS
- Canva
- Google Drive
Skills And Training
Interpersonal Communication Skills, Organizational Skills, Problem-solving Skills, De-escalation Tactics, Quick Study, Self-Motivated, Time Management Skills, Teaching/Coaching Skills, Dedicated, R.E.A.C.H. (Suicide Prevention/Awareness), 05/01/23, Lead Development Program (LDP), 05/01/23, Workforce Management, 01/01/22, Microsoft 365 (PowerPoint, Word, Excel, OneNote, Forms, Publisher), Outlook (Email, Calendar), SharePoint, KRONOS, Cisco (Finesse, IP Communicator, Jabber), Windows 10 Pro, Social Media Platforms (Facebook, Instagram, Twitter, TikTok), Google Drive (Docs, Sheets, Calendar, Forms, Email), Workforce Management, Integrated Health Information System (IHIS – Powered through EPIC), Canva
References
References available upon request.
Timeline
Secretary
Lancaster United Brethren Church
02.2024 - Current
Quality Assurance and Training Specialist
The Ohio State University Physicians
12.2023 - Current
Lead Medical Scheduler
The Ohio State University Physicians
07.2022 - 12.2023
Patient Access Coordinator 2
The Ohio State University Wexner Medical Center
11.2021 - 07.2022
Patient Access Coordinator 1
The Ohio State University Wexner Medical Center
10.2020 - 11.2021
Retail Sales Manager
Ulta Beauty
05.2020 - 10.2020
Bachelor of Arts - Communication
BOWLING GREEN STATE UNIVERSITY
High School Diploma -
JONATHAN ALDER HIGH SCHOOL
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