Marie T. Miller
Brookhaven,PA
Summary
Experienced healthcare operations leader with 10+ years in call center and patient access management. Dedicated to improving operational efficiency, team development, and patient satisfaction. Seeking Associate Director role at Penn Medicine to utilize expertise in process optimization, data-driven analysis, and strategic leadership for impactful outcomes in patient access and operational success.
Overview
12
12
years of professional experience
Work History
Operations Manager
Penn Medicine Access Center
12.2021 - Current
- Departments: Gastroenterology, Colorectal & GI Surgery, Urology
- Lead operations for a department with over 70 employees, ensuring performance aligns with access center goals and practice standards
- Identify and address underperformance through data analysis and targeted action plans to improve key service metrics.
- Spearheaded the integration of Workqueue Workflow and SmartPhrase technology, boosting patient access and reducing call times.
- Collaborate with practice leadership to align strategies and enhance workflow
- Mentor supervisors and coordinators, promoting professional development and team accountability
- Founded a recruitment team to streamline staffing processes and build a robust talent pipeline
Supervisor
Penn Medicine Access Center
07.2019 - 12.2021
- Departments: Orthopedics, Rheumatology, PM&R, Pain Management
- Managed teams of 50-60 employees, overseeing departmental operations and performance management
- Implemented departmental protocols, ensuring high performance in call response, quality assurance, and service standards.
- Developed training plans and supervised the onboarding of new employees
- Enhanced staff retention with targeted development trainings
Patient Services Coordinator
Penn Medicine Access Center
02.2017 - 07.2019
- Department: Gastroenterology, Colorectal & GI Surgery, Urology
- Supported daily operations, focusing on quality service and efficient patient handling
- Collaborated with practice managers on process improvement and conducted performance reviews to boost service delivery
Patient Services Associate/Team Lead
Penn Medicine Access Center
02.2013 - 02.2017
- Company Overview: Endocrinology, Diabetes, Radiology, Oncology, Neurology
- Led teams in scheduling and registration, addressing escalated issues to enhance patient experiences
Education
Bachelor’s Degree - Healthcare Administration
Western Governors University
12.2025
Certificate - Clerical/Computer Operations
Temple University
Skills
- Operational Oversight
- Performance Analysis
- Cross-Department Collaboration
- Policy Implementation
- Project Coordination Skills
- Process Optimization
- Employee Relations Management
- Adaptability in High-Pressure Situations
- System Integration
- Strong Interpersonal Communication
- Strategic Problem Resolution
- Skill Enhancement Training
Affiliations
- Founded a recruitment team to streamline staffing processes and build a robust talent pipeline.
- Facilitated a seamless transition to remote work, maintaining productivity and adherence to standards.
- Enhanced staff retention with targeted development and career progression programs.
- Spearheaded the EPIC Questionnaire optimization project to streamline workflows.
- Led the KUDO Reward system and other employee engagement initiatives.
Timeline
Operations Manager
Penn Medicine Access Center
12.2021 - Current
Supervisor
Penn Medicine Access Center
07.2019 - 12.2021
Patient Services Coordinator
Penn Medicine Access Center
02.2017 - 07.2019
Patient Services Associate/Team Lead
Penn Medicine Access Center
02.2013 - 02.2017
Bachelor’s Degree - Healthcare Administration
Western Governors University
Certificate - Clerical/Computer Operations
Temple University
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