Stevette Hudson
Spring,TX
Summary
Result-driven Patient Solution Supervisor with over 10 years of leadership experience in Healthcare Revenue Cycle Operation. An energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Experienced Customer Service professional with a proven track record at Acclara Solutions/R1RCM, enhancing team productivity and reducing turnover by 10%.
Overview
16
16
years of professional experience
Work History
US- Supervisor Customer Service II
Acclara Solutions/R1RCM
11.2017 - Current
- Oversaw a team of 25-50 customer service representatives across different departments, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Manage time off request and timesheets in Workday system
- Collaborated with other supervisors and the management team to ensure customer service levels are maintained and improved to achieve the organizational goals, fostering teamwork across various functions
- Tracked and analyzed KPIs
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by 10% by fostering a positive work environment and providing ongoing feedback to staff members.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
Customer Service Team Lead
Acclara Solutions/ R1RCM
09.2014 - 11.2017
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
Customer Service Representative
Acclara Solutions/ R1RCM
08.2009 - 09.2014
- Answer incoming calls assisting patients with their billing inquires
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintain HIPAA compliance
- Process patient payments
Education
Bachelor of Science - Health Care Administration
University of Phoenix
Tempe, AZ01-2018
Skills
- Leadership
- Communication
- Staff management
- Time Management
- Multitasking
- Interviewing/Hiring
- Professionalism
- Active listening
- Interpersonal skills
- Teamwork
- Adaptability
- Reliability
- Self motivation
Technical Skills
- Microsoft Office Suite
- Epic
- CUBS
- Observe AI
- Power BI
- Authorized.net
- Meditech
- Teams
- Excel
Timeline
US- Supervisor Customer Service II
Acclara Solutions/R1RCM
11.2017 - Current
Customer Service Team Lead
Acclara Solutions/ R1RCM
09.2014 - 11.2017
Customer Service Representative
Acclara Solutions/ R1RCM
08.2009 - 09.2014
Bachelor of Science - Health Care Administration
University of Phoenix
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