Tara Hill
Rio Linda
Summary
Experienced Supervisor leading contact center teams to deliver exceptional customer satisfaction. Skilled in managing daily operations and implementing process improvements to elevate service quality. Demonstrates strong leadership abilities and effective communication skills to drive team success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Interim Contact Center Supervisor Patient Services
Dignity Health
11.2023 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 40+ agents and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Referral Coordinator, Medical Office Representative, Certified Medical Assistant
Dignity Health
06.2015 - Current
- Experience in Neurology, Family Practice, Vascular Surgery, Orthopedics, Referrals Department, and Dermatology. Check Insurance, verify patient information, Data entry, Process referrals and coordinate appointments, process mail, and familiar with office equipment, such as scanner, copier, fax machine, and computers. Experience working with Cerner, Allscripts, Experian, and Flowcast computer programs. Can type 45 wpm, keeps a clean and neat work area, polite and had handles great customer service. Rooms patient’s, takes vitals, assist in minor procedures, administers injections, order supplies, suture removal, CPT/ICD-10 coding, administer injections, EKG’s, perform instrument and sterile tray setup, and schedule patients, bandage wounds. Perform prior authorizations, answer phones, and prepare patients for Cat scans. Knowledgeable of insurance including Medicare, Medi-cal, Blue Cross, Blue Shield, Aetna, United Health Care, etc. Highly proficient in back office and front office duties, and keeps a clean and organized work environment. Lead in the Midtown Specialties Contact Center, assisting peers, and supervisors, Proficient in Excel, And Google workspace knowledgeable, and host weekly huddles, able to proficiently put together management meetings with clinic staff. Excellent communicator with peers and supervisor.
Patient Care Coordinator
Dr. James Stoody Neurologist
06.2012 - 06.2015
- Prepare patient charts for daily appointments. Order Supplies, authorizations, answer phones, order supplies, CPT/Icd-9 coding, Knowledge of Insurance including, Medicare, Hills Physicians, Sutter Medical Group, Medicare, Medi-cal, Blue Cross, Blue Shield, Aetna, United Health Care, Pacificare, etc. Process referrals and coordinate appointments, process mail, familiar with office equipment, such as scanner, copier, fax machine, and computers, Take proper and accurate notes of phone calls for doctor and patient care. Room patients. Handle records, charts, and multiple phone lines. I am familiar with Medisoft, Relay Health, Care 360, and Lab Corp Beacon software. Can type 45 wpm, keeps a clean and neat work area, polite and had handles great customer service.
Medical Assistant
Dr. James Yee Otolaryngologist
01.2007 - Current
- Worked in multiple practices; Folsom, Cameron Park, and Carmichael locations. Prepare, interview, and take vitals of patients for Doctor’s exam. Provide data entry into both Medware and Allscripts EMR systems. Prepare patient charts for daily appointments, dictation and transcription of Doctor’s notes, order supplies. Perform audiograms, suture removal, CPT/ICD-9 coding, administer injections, EKG’s, perform instrument and sterile tray setup, and schedule patients. Assist in minor and facial plastic surgery, bandage wounds, and perform allergy screens. Perform prior authorizations, answer phones, and prepare patients for Cat scans. Knowledgeable of insurance including Medicare, Medi-cal, Blue Cross, Blue Shield, Aetna, United Health Care, etc. Highly proficient in front office and back office duties and kept a clean and organized work environment.
Sales Clerk
JcPenny’s
01.2010 - 01.2011
- Cashier, stock shelves, personal shopper, kept a clean and neat work environment.
Associate Pastor
LifePointe Church of the Nazarene
04.2021 - 10.2024
- Led programs such as worship, study, fellowship, and service opportunities.
- Provided pastoral counseling to individuals seeking guidance on personal or relationship issues, promoting emotional well-being within the congregation.
- Provided spiritual care through visitation, counseling, and prayer.
- Coordinated special events such as baptisms, weddings, and funerals, providing pastoral care during significant moments in congregants'' lives.
- Coordinated and spearheaded programs to increase church members' service throughout community.
- Mentored youth group members, providing guidance and support for personal and spiritual development.
- Managed volunteer teams for various ministries, ensuring effective use of resources and talents.
- Fostered strong partnerships with local organizations by participating in joint community service projects aimed at improving quality of life for residents.
- Facilitated weekly Bible studies aimed at deepening understanding of Scripture while fostering a supportive learning environment.
Education
No Degree - Pastoral Ordination
Nazarene Bible College
07-2028
Medical Assisting Certificate - undefined
Western Career College
Citrus Heights, CA01.2007
General Education - undefined
Folsom Lake College
Folsom, CA01.2005
High School - undefined
Oak Ridge High School
El Dorado Hills, CA01.2003
Skills
- Quality assurance monitoring
- Employee engagement
- Workforce optimization
- Regulatory compliance
- Effective leadership
- Employee engagement
- Effective report generation
- Engaging training facilitation
- Technical support
- Documentation expertise
- Training coordination
- Cerner, aIDX, and SalesForce expertise
- Document management
- Schedule coordination
- Operations management
- Timekeeping
- Employee motivation
- Coaching and mentoring
Certification
CERTIFICATE # 19929-19 FROM 1/30/2019 TO 1/31/2024
Timeline
Interim Contact Center Supervisor Patient Services
Dignity Health
11.2023 - Current
Associate Pastor
LifePointe Church of the Nazarene
04.2021 - 10.2024
Referral Coordinator, Medical Office Representative, Certified Medical Assistant
Dignity Health
06.2015 - Current
Patient Care Coordinator
Dr. James Stoody Neurologist
06.2012 - 06.2015
Sales Clerk
JcPenny’s
01.2010 - 01.2011
Medical Assistant
Dr. James Yee Otolaryngologist
01.2007 - Current
Medical Assisting Certificate - undefined
Western Career College
General Education - undefined
Folsom Lake College
High School - undefined
Oak Ridge High School
No Degree - Pastoral Ordination
Nazarene Bible College
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