2003 to 2010
CALL CENTER AND COMMUNICATION DIRECTOR
METHODIST HEALTH SYSTEM
Oversaw a corporate service which supported all Methodist facilities, the Physician Referral Call Center and the Private Branch Exchange (PBX) Departments. Defined policies, procedures, metrics, and reports for call center operations. Monitored system performances and improved processes to ensure prompt and accurate responses. Participated in ongoing education and networking with other facilities to maintain and expand professional and technical knowledge. Administrated a $160k budget and produced ROI reports. Worked closely with the IT department to maintain department equipment and software. Answered customer, physician, and hospital administration complaints, concerns, and escalations. Provided voice conferencing and web conferencing solutions to senior leadership and management. Maintained system-wide directory, on-call physician/administrative directory, and the Emergency Notification System.
Maximized resources and raised productivity 100% by conducting effective resource planning.
Promoted excellent service and raised satisfaction ratings 97% by implementing procedures to benchmark standards for service level quotas through call handling, quality assurance, and report trending statistics.
Boosted retention 90% and improved satisfaction via training and process initiatives to target service levels.
Raised morale 85% and created a cohesive and positive environment that maximized individual and team performance.
Generated 60k in annual savings by accurately forecasting and distributing communication technology and translation devices.
Spearheaded a system-wide overhaul to the telephony network, conducting analysis, developing a business plan, and updating the telecom infrastructure from a PBX switch to a voice over Internet protocol (VoIP), affecting 3 hospital campuses main lines in and out, in addition to all emergency telephone lines to reach police, CareFlight or, patient code assistance.
Cut spending 30% unnecessary overhead expenditures, saved 70% labor expenses by investing in call center software and contact center monitoring and optimizing ROI while adding value for patients and the healthcare system as it maximized resources to spread calls across all campuses 24/7/365.