Stephanie M Pope
Cocoa Beach,FL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Revenue Operations System Educator
Health First, Inc
Rockledge, FL
03.2016 - 10.2023
- Worked within core team to streamline business processes and internal controls, resulting in scalable and detailed set of procedures.
- Trained new staff on hospital processes and procedures.
- Resolved patient billing issues in line with established guidelines.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved customer complaints using established follow-up procedures.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standard
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standard
- Created and maintained quality management systems to align with industry standards.
- Implemented new quality assurance and customer service standards.
- Evaluated interactions between associates and customers to assess personnel performance.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
- Developed effective training plans based on department needs and objectives.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
- Designed course materials and supported implementation.
Supervisor of Operations
Evicore
Melbourne, FL
01.2007 - 05.2015
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Quality Assurance Analyst
Evicore
Melbourne, FL
11.2005 - 01.2007
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Wrote and maintained detailed internal documentation on developed systems.
- Reported progress, test metrics and results to project stakeholders.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
Bilingual Intake Coordinator
Evicore
Melbourne, FL
08.2005 - 11.2005
- Greeted intake callers with clear professional voice and obtained maximum information to confirm understanding and accuracy in service coordination.
- Collected, verified, recorded and processed client demographics, insurance payment and referral information.
- Communicated intake and insurance verification information to patients and to appropriate departments and offered translation services.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
Training Specialist
Percepta
Melbourne, FL
07.2000 - 10.2002
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Trained and mentored new personnel hired to fulfill various roles.
- Documented participation and evaluated learning for each participant.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Organized and implemented coursework, oversaw scheduling and monitored attendance through learning management system.
- Developed training handbooks, computer tutorials and reference materials.
- Developed training curricula and recommended programs that met instructional goals and objectives.
- Worked with central management to identify, plan, align, and address training needs.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Compiled training handbook and related course materials.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Provided coaching and mentoring to employees.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
Education
No Degree - Health Administration
Brevard Community College
Palm Bay, FLCertificate - CERTIFIED HEALTHCARE ACCESS ASSOCIATE
Health First
Rockledge, FLCertificate - LEAN SIGMA, Yellow Belt
Health First
Rockledge, FLHigh School Diploma -
Merritt Island High School
Merritt Island, FL06.1989
Skills
- Critical Thinking
- Process Improvement
- Customer Satisfaction
- Organizational Strengths
- Verbal and Written Communication
- Correction Action Planning
- Problem-Solving Skills
- Coaching and Development
- Product Development
- Training Program Design
- Online Training
- Reference Material Development
Languages
Spanish
English
Timeline
Revenue Operations System Educator
Health First, Inc
03.2016 - 10.2023
Supervisor of Operations
Evicore
01.2007 - 05.2015
Quality Assurance Analyst
Evicore
11.2005 - 01.2007
Bilingual Intake Coordinator
Evicore
08.2005 - 11.2005
Training Specialist
Percepta
07.2000 - 10.2002
No Degree - Health Administration
Brevard Community College
Certificate - CERTIFIED HEALTHCARE ACCESS ASSOCIATE
Health First
Certificate - LEAN SIGMA, Yellow Belt
Health First
High School Diploma -
Merritt Island High School