Tina Boyd

• Managed call center operations for both U.S.-based and offshore telehealth support teams, ensuring seamless, high-quality patient care delivery.
• Proactively monitored key performance indicators (KPIs) and implemented strategic workflow enhancements
• Conveyed constructive individual agent feedback to improve skills resulting in a lateral improvement of over 27% in team performance within the first few months.
• Designed and executed omnichannel communication strategies that boosted patient engagement scores by 44%.
• Leveraged platforms such as Zendesk, Zoho Desk, and various EMRs to conduct in-depth workflow analyses of operational inefficiencies.
• Consolidated key processes and cross-trained team members, leading to a 39% increase in one-call resolution rates.
• Supported strategic goals by working closely with senior leadership and cross-functional teams on company initiatives.
• Built AI processes and refined current workflows, resolved SLA challenges, and alleviated pharmacy and support ticket bottlenecks, utilizing my strong partnerships with technology and implementation teams.
• Demonstrated a proven track record of increasing profit margins through the use of lean methodologies in workflow revision.
• Spearheaded Project: Improve Patient Support (IPS)- Improved agent training, and built scalable training content then enhanced performance monitoring (QA & QC) and instituted motivational approaches in team meetings and individual coaching, the project result was an increase of team member productivity by 28% and overall performance by 54% (figured by a variety of performance metrics).
• Routinely utilized tools such as RCA and DMAIC during collaboration with multidisciplinary teams to investigate and resolve workflow inefficiencies and agent errors.
• Evaluated hiring, firing, and promotions requests, performance evaluations and compensation to maintain budgetary plans to align with business forecasts.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Reviewed and analyzed reports, records and directives to obtain data required for departmental planning.
• Implemented and developed operational policies and procedures, SOP's and Organizational Care Standards as they relate to patient support.
• Maintained professional demeanor by staying calm when addressing unhappy or angry patients.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Developed detailed plans based on broad guidance and direction.
• Launched quality assurance practices for each phase of development and growth of patient support department projects.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty on a daily basis.
• Planned, created, tested and deployed workflow life cycle methodology to produce high quality workflows to meet and exceed patient expectations.
• Maintained positive patient relations by addressing problems head-on and implementing successful corrective actions.

• Lead CMA, Lab Manager
• Managed daily operations of primary care lab and patient lab testing schedule.
• Independently saw each patient on the daily lab schedule for phlebotomy, vaccinations, specimen collection, X-rays, wound care, specialized testing
• Performed vital measurements: Blood Pressure, Heart Rate, Height, Weight, Respirations
• Recorded patient reason for visit and any accompanying documentation (brief explaination)
• Verified patient demographics, current medications: Name, Dose, and Frequency, Verified any side effects to current and previous medications, Verified allergies, Verified patient vaccinations, Updated patient chart with all collected information
• Educated patient about needed preventative care measures to ensure provider quality during each lab visit, performing anything that provider reccomended
• Scheduling
• HIPAA compliance
• Completed each patient's testing and reported patient results to providers, escalating each result outside of normal values as appropriate.
• Managed daily lab duties such as: control testing, opening and closing the lab, kept daily logs of routine lab tools functionality and machine maintenance and testing for reports to certifying agencies
• Organized daily lab courier shipments for specialized testing.

• Called patients back from waiting room and guided them to the provider visit rooms.
• Performed vital measurements: Blood Pressure, Heart Rate, Height, Weight, Respirations
• Recorded patient reason for visit and any accompanying documentation (brief explaination)
• Verified patient demographics, current medications: Name, Dose, and Frequency, Verified any side effects to current and previous medications, Verified allergies, Verified patient vaccinations, Updated patient chart with all collected information
• Educated patient about needed preventative care measures to ensure provider quality
• Scheduling
• HIPAA compliance
• Prepared charts, provider chart notes, and orders for provider signature.
• Performed x-rays, vaccinations, phlebotomy, specimen collection, wound care, and patient education.
• Assisted provider with procedures: set up, sterilization, chart notes, lab testing.
• Administrative responsibilities: daily patient calls, referrals, messaging (MyChart messaging), sending & receiving records, and incoming and outgoing mail, created providers daily correspondence
• Maintained provider clinical quality scores to ensure patients preventative measures were consistently met.

Currently completing