Tina Boyd

• Managed call center operations for both U.S.-based & offshore telehealth support teams & their leaders (20 leaders, with approx. 300 agents), ensuring seamless, high-quality patient care delivery.
• Proactively monitored key performance indicators (KPIs) & implemented strategic workflow enhancements. (KPI’s included CSAT scores: was patient satisfied, was concern resolved, was agent friendly & knowledgeable, would they refer to us, Team productivity: Tickets per hour & day, # of new patient intakes, # of returning patient intakes, Team Efficiency: one call resolution/ was ticket closed or left open for further patient communication)
• Conveyed constructive individual agent feedback to improve skills, resulting in an improvement of 37% in team performance within the first few months.
• Designed & executed omnichannel communication strategies that boosted patient engagement scores by 44%.
• Leveraged platforms such as Zendesk, Zoho Desk, & various EMRs to conduct in-depth workflow analyses of operational inefficiencies.
• Consolidated key processes & cross-trained team members (Consolidated Billing, refunds, cancelled accounts, into the PAMS team leading to less loss of revenue <> limited others access to stripe, cross training all agents on the top 5 reasons patients call: Scheduling appts, needing a lab order, need to complete intake form, questions about dosing, order issues, all teams were trained to investigate situation & handle concern, implemented warm transfers for concerns they couldn’t handle, leading to a 39% increase in one-call resolution rates.
• Supported strategic goals by working closely with 4 senior leaders & 11 cross-functional team leaders on company initiatives.
• Built AI processes & refined current workflows, resolved SLA challenges, & alleviated pharmacy & support ticket bottlenecks, utilizing my strong partnerships with technology & implementation teams.
• Demonstrated a proven track record of increasing profit margins using lean methodologies in workflow revision. (Tools used: Value Stream Mapping, Kaizen, PDCA: plan-do-check-act, RCA: root cause analysis, all of these methods work to find & correct errors, eliminate waste & increase profit margins by utilizing only what is needed to do the job)
• Spearheaded Project: Improve Patient Support (IPS)- Improved agent training & built scalable training content then enhanced performance monitoring (QA & QC) & instituted motivational approaches in team meetings & individual coaching, the project result was an increase of team member productivity by 28% & overall performance by 54% (figured by a variety of performance metrics).
• Routinely utilized tools such as RCA & DMAIC during collaboration with multidisciplinary teams to investigate & resolve workflow inefficiencies & agent errors.
• Evaluated hiring, firing, & promotions requests, performance evaluations & compensation to maintain budgetary plans to align with business forecasts.
• Managed large-scale projects & introduced new systems, tools, & processes to achieve challenging objectives.
• Reviewed & analyzed reports, records & directives to obtain data required for departmental planning.
• Implemented & developed operational policies & procedures, SOP's & 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 & strengthen motivation.
• Reduced waste & pursued revenue development strategies to keep the department aligned with sales & profit targets. (Zoho Recruit, Zoho Analytics & Zoho Desk).
• Developed detailed plans based on broad guidance & direction.
• Launched quality assurance practices for each phase of development & growth of patient support department projects.
• Used industry expertise, customer service skills & analytical nature to resolve customer concerns & promote.

• Built a scalable workflow for a team of 12 CMAs to work on a specific client that was expected to bring in hundreds of thousands of patients’ mental health test results to us for processing.
• Collaborated with partner organization’s leadership on templates for patient communication, record keeping software & structuring the CMA workflow & best practices.
• Managed a team of 12 CMAs schedules, approved timecards & time off.
• Built the training program for the workflow I created & trained CMAs to complete the workflow & handle patient communications.
• Evaluated hiring, firing, & promotions requests, performance evaluations & compensation to maintain budgetary plans to align with business forecasts.
• Managed large-scale project & introduced new systems, tools, & processes to support the growth of .
• Reviewed & analyzed reports, records & directives to obtain data required for departmental planning.
• Implemented & developed operational policies & procedures & Organizational Care Standards (SOPs) as they related to the patient support department.
• Maintained professional demeanor by staying calm when addressing unhappy or angry patients.
• Set aggressive targets for employees to drive company success & strengthen motivation.
• Reduced waste & pursued revenue development strategies to keep the department aligned with sales & profit targets. (Zoho Recruit, Zoho Analytics & Zoho Desk).
• Developed detailed plans based on broad guidance & direction.
• Launched quality assurance practices for each phase of development & growth of patient support department projects.

• Developed & managed timelines for HEDIS & RISK adjustment chart review projects.
• Coordinated with internal teams & external vendors to ensure timely data collection & submission.
• Monitored project milestones & adjusted workflows as needed to meet deadlines.
• Oversaw the abstraction & auditing of medical records to ensure accuracy & compliance with NCQA & CMS guidelines.
• Ensured proper documentation of services rendered aligns with HEDIS & RISK adjustment criteria.
• Implemented quality assurance protocols, including interrater reliability checks & overreads.
• Supervised 20 team managers & leads who managed CS teams of up to 300 agents.
• Provided performance reviews of the 20 team leaders.
• Provided training to the entire 320 employees. (Teams of 4 leaders & approx. 60 agents.
• Ensured staff maintained high accuracy rates (often 95%+) and provided retraining when necessary.
• Validated extracted data for completeness & accuracy.
• Ensured HIPAA compliance & secure handling of patient data.
• Served as the liaison between health plans, providers, & regulatory bodies.
• Communicated project status, risks, & outcomes to leadership & quality improvement teams.
• Utilized certified HEDIS abstraction software & EHR systems.
• Troubleshoot technical issues & ensure seamless integration of data sources.

• Managed daily operations (solo) of primary care lab & outpatient lab testing schedule.
• Independently saw up to 30 patients daily for phlebotomy, vaccinations, specimen collection, X-rays, wound care, & specialized testing.
• Performed vital measurements: Blood Pressure, Heart Rate, Height, Weight, Respirations.
• Verified patient demographics, current medications: Name, Dose, & Frequency, verified any side effects to current & previous medications, verified allergies, patient vaccinations, & patient charts with all collected information for updates.
• Managed daily lab duties such as control testing, opening & closing the lab, kept daily logs of routine lab tools functionality, machine maintenance, & testing for reports to certifying agencies.

• Assisted 24 patients daily from the waiting room & to the provider visit rooms.
• Performed vital measurements: Blood Pressure, Heart Rate, Height, Weight, Respirations.
• Recorded patient reason for visit & any accompanying documentation (brief explanation).
• Educated patient about needed preventative care measures to ensure provider quality.
• Scheduled patient appointments at our facility and facilities within our organization.
• Prepared charts, provider chart notes, & orders for provider signature.
• Performed x-rays, vaccinations, phlebotomy, specimen collection, wound care, & patient education.

Currently completing