Vallery Garcia
Dallas,TX
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value
Overview
5
5
years of professional experience
1
1
Certification
Work History
Ambulatory Access Center Coordinator
UT Southwestern Medical Center
- Assist with Developing Training materials as needed
- Report Progress and analyze new employee outcome
- Proactively identify needs of employees and recommend appropriate coaching/refresher training to ensure successful employee performance
- Work with internal staff to develop an effective strategy to ensure agent production complies
- Responsible for Quality Assurance and assessments
- Responsible for creating and maintaining QA training tools
- Ensure all AA representatives meet phone metrics and service level expectations
- Develop and implements tracking forms and systems in order to audit charts/ documentation/call monitoring
- Research errors and collaborate with department leadership to create training plans for employees
- Serve as a SME (subject matter expert) to support all specialty clinics within the Ambulatory Service Division; provides quality support as needed
- Provide updated reporting daily to employees such as missing referrals and un-routed encounters in EPIC
- Also, update clinic SharePoint so all employees have the most recent documentation to complete their daily duties in the Access Center
- Handle a minimum of 15 inbound calls per clinic
- Able to problem solve utilizing department protocols as necessary to meet patient’s needs
- Answer Telephone and respond to inquiry, direct caller to appropriate personnel.
AMB Access Center Training Senior Coordinator
UT Southwestern Medical Center
- Current
- Assisting with on-boarding new hires, developing and administering training programs to meet organizational goals, conducting needs assessments to determine the best ways to improve employee performance in specific areas, analyzing data to identify training trends across departments to recommend additional training sessions as needed
- Designing training programs that incorporate effective learning methods such as simulations or role-playing scenarios, creating training modules in Articulate 360, Planning and conducting training sessions for new hires to ensure that they are familiar with company policies and procedures.
AMB Access Center Interim Supervisor
UT Southwestern Medical Center
11.2022 - 02.2023
- Assessing the effectiveness of current processes, procedures and policies
- Supporting staff members during the transition periods by providing coaching, feedback, and mentoring
- Coordinating with other teams to ensure that all tasks are completed in a timely manner
- Setting goals for improvement and developing plans for change
- Analyzing data to identify trends that can help improve business processes or strategies.
Ambulatory Access Center Rep II
UT Southwestern Medical Center
08.2020 - 02.2022
- Answers patient phone calls utilizing UT Southwestern PURE concepts, Documents and routes patient communication appropriately following EMR and documentation standards, Schedule referral appointments utilizing EMR work queues following access center care standards, confirm scheduling information and provides patient with any additional requirements, utilize guidelines to verify insurances that are accepted at UTSW
- Knowledgeable in maneuvering through EPIC.
Contact Center Specialist
Baylor Scott & White Health
02.2019 - 07.2020
- Answer patient phone calls for seventeen piolet clinics, schedule appointments, registration, provide information to potential patients who were seeking a physician with Internal Medicine or Pediatric department, coordinate schedules with surgeons, nurses, and other health care professionals, route patient communication to the appropriate clinical personnel, build rapport with patients in order to resolve patient’s questions and/or needs.
Education
Master of Science - Mental Health Counseling
Grand Canyon University
05.2027
Bachelor’s degree of Psychology - University of North Texas at Dallas
05.2022
Associates Degree of Arts - Mountain View Community College
05.2017
Skills
- Articulate 360
- Customer service
- Microsoft Office
- Excellent critical thinking skills
- Attention to detail
- Team collaboration skills
- EPIC
- Data Entry
- Time management
- Flexibility and adaptively
- Conflict resolution
- Empathy
- Decision Making
- Active listening
- Building customer Loyalty
- Multitasking
- Phone etiquette
- Prioritization
- Report generation
- Training
- Consistency
Certification
Basic Life Support for Health Care Providers (BLS)/ April 2021
Honors Awards
- National Honors Society of Leadership and Success/University of North Texas at Dallas March 2020
- Dean’s List/University of North Texas at Dallas January 2019
Timeline
AMB Access Center Interim Supervisor
UT Southwestern Medical Center
11.2022 - 02.2023
Ambulatory Access Center Rep II
UT Southwestern Medical Center
08.2020 - 02.2022
Contact Center Specialist
Baylor Scott & White Health
02.2019 - 07.2020
Ambulatory Access Center Coordinator
UT Southwestern Medical Center
AMB Access Center Training Senior Coordinator
UT Southwestern Medical Center
- Current
Master of Science - Mental Health Counseling
Grand Canyon University
Bachelor’s degree of Psychology - University of North Texas at Dallas
Associates Degree of Arts - Mountain View Community College
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