Rachel Ingerman
Saratoga
Summary
Results-driven professional with expertise in leading customer service teams and optimizing operations across multiple locations. Demonstrates strong ability to analyze KPIs and facilitate executive meetings, ensuring alignment on key initiatives that enhance patient satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Clinic & Call Support Manager
Metro Physical & Aquatic Therapy
Garden City
06.2023 - Current
- Tracked, analyzed, and reported KPIs and metrics across 60+ locations to identify trends and optimize operations.
- Facilitate meetings with the executive team to align on goals, discuss progress & address key initiatives
- Contributed to denovo and acquisition team, assisting in planning and integrating new offices.
- Hired, trained, and supervised team performance to align efforts with organizational objectives.
- Managed daily phone operations by monitoring call volume and coordinating staffing to meet fluctuating demands and minimize patient wait times.
- Manage and oversee PTO requests ensuring adequate coverage while maintaining staff satisfaction and compliance with company policies.
Patient Satisfaction Coordinator
Metro Physical & Aquatic Therapy
Garden City
08.2020 - Current
- Acted as the primary liaison between patients and the clinical staff to address concerns, complaints, and feedback.
- Handled inbound/outbound customer calls, resolving inquiries, issues, and complaints with professionalism and efficiency.
- Utilized strong interpersonal and communication skills to build positive relationships with patients.
- Collaborated with department leads and management to coordinate operations and drive improvements.
Education
MPA - Healthcare Administration
Long Island University Post
Brookville, US08-2018
Bachelor of Science (B.S.) - Health & Wellness Management
State University of New York at Oswego
Oswego, US05-2013
Skills
- Call center management
- Customer relationship management
- Team supervision
- Staff training
- Process optimization
- KPI analysis
- EPIC superuser
Timeline
Clinic & Call Support Manager
Metro Physical & Aquatic Therapy
06.2023 - Current
Patient Satisfaction Coordinator
Metro Physical & Aquatic Therapy
08.2020 - Current
MPA - Healthcare Administration
Long Island University Post
Bachelor of Science (B.S.) - Health & Wellness Management
State University of New York at Oswego