Maria Flores
Tomball,TX
Summary
Dynamic leader with extensive experience at Memorial Hermann Health System, excelling in contact center operations and customer experience management. Proven track record in implementing digital solutions and strategic planning, enhancing patient satisfaction and operational efficiency. Skilled in project management and fostering employee engagement, driving significant improvements in service delivery.
Overview
17
17
years of professional experience
Work History
Director, Ambulatory Contact Center
Memorial Hermann Health System
01.2018 - Current
- Responsible for the oversight and direction of a 230+ seat contact center operation, managing over 1.5 million interactions annually.
- Lead annual strategic planning in collaboration with senior management and contact center operations leaders.
- Conduct contact center capacity planning and staffing analysis to forecast an accurate fiscal year FTE budget.
- Accountable for the successful implementation of contact center and scheduling digital solutions, including auto-dialers, SMS outreach, and online scheduling tools.
- Led the enterprise strategy to transition from external consulting to developing an internal project team to migrate 40+ contact centers to Cisco technology, saving approximately $4M in consulting fees.
- Developed EPIC and Hyland OnBase workflows, with targeted training. This resulted in improved end-user adaptability, which allowed the department to quickly gain operational efficiency. EPIC recognized this work effort as a best practice for go-live readiness.
- Decreased call abandonment rates through the implementation of Courtesy Call Back, which is leveraged during peak times to allow customers to hold their place in the queue and receive a call back.
- Enhanced patient experience and operational efficiency for the Sports Medicine division by leading the implementation of 24/7 IVR technology, reducing the monthly clinic call volume by about 3,500.
- Accountable for the BPO implementation strategy, including vendor vetting, contract development, technical and security design, training plan, workforce management, and ongoing operational support.
- Reduced scheduling errors and improved patient satisfaction scores by establishing a quality assurance program that evaluates customer service and process compliance.
- Launched the COVID Vaccine Helpline, leveraging a BPO for staffing needs, designed workflows, and managed other technical components. Served as the primary point of contact for the BPO, and collaborated with ISD, Marketing, Corporate Communications, Legal, Risk, and Employee Health departments.
- Implemented and managed a contact center Knowledge Management System to streamline information access.
- Increased employee engagement scores and decreased turnover rates by implementing robust recruitment and onboarding processes, a formal training program, and launching an employee-led culture committee focused on creating an energizing work environment.
Manager, Customer Experience Management
Memorial Hermann Health System
01.2011 - 01.2018
- Delivered Customer Experience leadership support across Medical Practices, Outpatient Imaging Facilities, Sports Medicine and Rehabilitation Clinics, Diagnostic Labs and Contact Centers.
- Analyzed customer experience survey results, identifying improvement opportunities and providing actionable recommendations.
- Led moment mapping project to visualize key interactions, enhancing workflows and service training
- Established Customer Experience Champions Program to drive process improvements and increase staff engagement.
- Developed monthly awards program to recognize employees achieving service excellence standards.
- Collaborated with healthcare professionals to achieve customer satisfaction goals and improve patient experiences.
- Transitioned outpatient imaging facilities from mail surveys to email, boosting response rates by 40 percent.
- Oversaw survey methodology, including distribution, sampling sizes, and tailored survey templates for departments.
Consultant, Customer Experience Management
Memorial Hermann Health System
01.2008 - 01.2011
- Created customer experience training modules to enhance patient communication.
- Facilitated training and refresher courses for new hire employees.
- Analyzed customer experience survey results to identify improvement opportunities.
- Conducted focus groups with patients and employees to develop actionable plans.
Education
Bachelor of Arts - Communication Studies
University of Houston
Skills
- Contact Center Operations
- Customer Experience Management
- Digital Solutions Implementation
- Strategic Planning
- Technical Project Management
- Process Optimization
- Vendor Management
- Data analysis
Timeline
Director, Ambulatory Contact Center
Memorial Hermann Health System
01.2018 - Current
Manager, Customer Experience Management
Memorial Hermann Health System
01.2011 - 01.2018
Consultant, Customer Experience Management
Memorial Hermann Health System
01.2008 - 01.2011
Bachelor of Arts - Communication Studies
University of Houston
Similar Profiles
Fred OtaborFred Otabor
Patient Care Technician at Memorial Hermann Health SystemPatient Care Technician at Memorial Hermann Health System
Ashley BobbAshley Bobb
Medical Assistant/Clinical Preceptor at Memorial Hermann Health SystemMedical Assistant/Clinical Preceptor at Memorial Hermann Health System
Michael G. Gonzalez, MD, FACEPMichael G. Gonzalez, MD, FACEP
Medical Director - Emergency Department at Memorial Hermann Health SystemMedical Director - Emergency Department at Memorial Hermann Health System
Julie WendtJulie Wendt
Corporate Trainer at CedarGate TecnologiesCorporate Trainer at CedarGate Tecnologies
Quintoria PinkstonQuintoria Pinkston
Patient Care Technician at Inwood CrossingPatient Care Technician at Inwood Crossing