Rachel McLaughlin
Montgomery,AL
Summary
Energized leader with over 20 years of experience fostering positive customer relationships and developing employees to exceed performance goals in high volume contact centers. Over 10 years of leadership experience managing leaders to drive positive performance outcomes. Developed teams to exceed performance goals in patient billing, collections, medical records, and patient scheduling. My focus is employee development and cross collaboration experience in high volume contact centers.
Overview
15
15
years of professional experience
Work History
Director, Patient Scheduling
ARA Diagnostic Imaging
11.2020 - 03.2024
- Primary ownership of vendor relationship, performance and quality for the outsourced patient scheduling team including and not limited to managing KPIs and SLAs
- Maintained weekly call calibration sessions to ensure performance and quality standards were achieved
- Maintained ABN under 5% over 12 months while scaling outsourced team
- Realized practice cost savings of $1.3 million with transition to outsourced scheduling team
- Lead project to provide electronic medical records sharing with patients and referring providers with annual practice savings of ~ $50,000
- Completed project to offer virtual language translation services in 17 outpatient imaging centers with annual savings achieved of $145,000
- Point of contact for BPO leadership and escalations
- Worked directly with business development and marketing teams to resolve provider issues.
Operations Manager, Pre-Imaging Services
ARA Diagnostic Imaging
06.2019 - 11.2020
- Re-engineered call quality monitoring program and created a call monitoring scorecard to improve efficiencies and the patient experience
- Achieved 94% team call quality average February 2016
- Provides feedback and continuous coaching to improve the call quality for patients, ARA employees and referring physician’s offices
- Serves as point of contact for the Marketing team by assisting with escalated complaints from patients and referring physicians.
Assistant Manager, Pre-Imaging Services
ARA Diagnostic Imaging
04.2018 - 06.2019
- In this role, I was responsible primarily for the Medical Records team and the referral processing teams
- I provided guidance to the patient scheduling team to revise processes to improve efficiencies in the workflow
- The referral processing team and medical records team received training to improve their workflow and they were held to specific performance metrics to ensure timeliness and more efficient processing turnaround time Serves as point of contact for the Marketing team by assisting with escalated complaints from patients and referring physicians
- Implemented quality metrics including occupancy measurement which helped increase efficiency with customer service agents by providing optimal phone coverage.
Business Office Supervisor
ARA Diagnostic Imaging
08.2014 - 04.2018
- Re-engineered call quality monitoring program and created a call monitoring scorecard to improve efficiencies and the patient experience
- Achieved 94% team call quality average February 2016
- Provides feedback and continuous coaching to improve the call quality for patients, ARA employees and referring physician’s offices
- Serves as point of contact for the Marketing team by assisting with escalated complaints from patients and referring physicians
- Implemented quality metrics including occupancy measurement which helped increase efficiency with customer service agents by providing optimal phone coverage.
Assistant Manager, Customer Care
Legalzoom.com, Inc.
01.2013 - 08.2014
- Assisted with operational decisions utilizing available resources to ensure production standards are met, while minimizing financial impact
- Managed a team of over 20 Customer Care Specialists
- Prepared daily, weekly and monthly reports on the team’s production and overall performance
- Developed employees' skill sets and foster growth through individual or group training sessions, one-on-one coaching plans and evaluations.
Customer Care Lead
Legalzoom.com, Inc.
08.2011 - 01.2013
- Assisted team with maintaining highest quality goals in Customer Service department
- Provided escalated support for Customer Care Specialists for call and email handling
- Monitored calls and emails and provided coaching
- Quality control approval for emails with attachments
- Implemented tracing form for compliance issues.
Senior Quality Assurance Representative
Legalzoom.com, Inc.
10.2009 - 08.2011
- Completed Weekly Quality Performance Summaries for new hires and delivered monthly Performance Previews for tenured employees
- Created and maintained a Compliance Tracking process for the Customer Care and fulfillment
- Training delivery for Customer Care new hires and Quality Assurance New hires
- Built training deck for CIC phone system and delivered training.
Customer Service Representative
Legalzoom.com, Inc.
02.2009 - 10.2009
- Assisted customers with questions regarding business formations including corporations, non-profits, LLCs and DBAs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Pursuing business degree -
Austin Community College
Skills
Resolving patient complaints
Relationship and team building
Eligibility and Authorization
Contact center KPIs and workforce management
Patient-oriented
Claims knowledge
Understanding of EOB denials
Patient scheduling
BPO scaling
Contract Negotiation
Project Management
Staff Development
Staff Management
Budget Control
Operations Management
Contract Management
Project Coordination
Financial Reporting
Contract and Vendor Management
Strategic Planning
Creativity and Innovation
Crisis Management
Hiring and Retention
People Management
Team Management
Performance Improvement
KPI Tracking
Quality Assurance
Team building
Performance Evaluation and Monitoring
Performance Improvements
Additional Information
I invested in a revenue cycle management franchise.
Timeline
Director, Patient Scheduling
ARA Diagnostic Imaging
11.2020 - 03.2024
Operations Manager, Pre-Imaging Services
ARA Diagnostic Imaging
06.2019 - 11.2020
Assistant Manager, Pre-Imaging Services
ARA Diagnostic Imaging
04.2018 - 06.2019
Business Office Supervisor
ARA Diagnostic Imaging
08.2014 - 04.2018
Assistant Manager, Customer Care
Legalzoom.com, Inc.
01.2013 - 08.2014
Customer Care Lead
Legalzoom.com, Inc.
08.2011 - 01.2013
Senior Quality Assurance Representative
Legalzoom.com, Inc.
10.2009 - 08.2011
Customer Service Representative
Legalzoom.com, Inc.
02.2009 - 10.2009
Pursuing business degree -
Austin Community College