Experience

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  Enterprise rent-a-car

  Mar 2009 - Mar 2011

  Assistant manager
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  Montefiore health system

  Jun 2012 - Oct 2019

  • Driving the successful execution of Patience Access Transformation projects and programs through close partnership with executives and senior leaders to improve appointment lag/lead day’s average for faculty practice departments. • Manage a portfolio of Patient Access transformation and improvement projects.• Lead key initiatives, and apply sound project management, change management and process design principles.• Encouraged an idea-sharing environment while embracing both positive and skeptical input in order to brainstorm best practices for ongoing organization growth.• Provided leadership, mentorship, applicable training and overall guidance to 3 direct reports who are project leads on various patient access related projects.• Built staff development plans that promoted increased responsibility and growth.• Empowered and mobilized analysts through innovative, standard, and reliable direction. • Analyze, forecast, and project faculty practice appointment and scheduling trends and report to stakeholders.• Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.• Assists business line and project team in developing business readiness plans that include communication plans, training plans and implementation plans.• Work directly with internal process owners, team leads, and project teams to drive process improvement projects within their areas of responsibilities by identifying root causes and continuously recommending/implementing improvements.• Function as an escalation point to keep all parties aware of overall project impact, and facilitate management decision making to generate a timely response for various issues and risks.• Led and participated in new business and business expansions development activities and decisions. • Recognized by clients for delivering service with professionalism and class. Show less MONTEFIORE PATIENT ACCESS CENTER • Managed the scheduling accuracy and template standardization improvement project from inception to completion for the Department of Medicine and Department of Urology, resulting in significant improvement to the Contact Center scheduling volume, accuracy and internal/external customer satisfaction.• Lead design sessions with physician leads/practice leadership to obtain a detailed understanding of internal processes and workflows to enable better service and product delivery and enhanced client relationship.• Secured physician buy-in for the implementation of best practice workflows to promote process standardization for improved accuracy, access, and patient experience.• Worked closely with the Industrial Engineer on process improvement projects and supported strategic and process thinking in alignment with the organizational vision. • Managed the Epic - Contact Center system migration project life-cycle for Primary Care-MMG, Faculty I (Cardiology, Medicine, Headache, and Transplant), Faculty II (Pediatrics, Urology, Ophthalmology, Otorhinolaryngology, MMPP, and Dentistry), and Radiant.• Effectively managed the transition of Department of Medicine and Neurology (Headache) to the Contact Center.• Created effective meeting agendas in order to capture appropriate client information, needs, and concerns.• Control and manage changes to project scope & schedule while incorporating approved changes.• Planned risk responses for the identified project risks and assumptions.• Facilitated weekly meetings with stakeholders to ensure expectation, projects milestones and deliverables are met and delivered on time.• Constantly communicated project status and progress to the Call Center and Client senior leadership team.• Managed and tracked work effort/time in Clarity PPM• Achieved timely results from others through strong interpersonal and relationship building skills. Show less MONTEFIORE CONTACT CENTER Quality Analyst (Promotion)• Assisted staff of 110 in achieving personal mastery of their job responsibilities and contact center goals through monitoring and frequent call coaching and training• Provided Contact Center operations supervisors and managers with areas of opportunity and training needs identified through monitoring of over 400 calls per month.• Consistently met call coaching and project deadlines. • Assisted Project Manager with the Accountable Care Organization and PCMH initiative in development of scripting, trends, training, monitoring calls, data collection and analysis. • Regularly assessed and reported quality scores, trends and areas of opportunity. • Helped raise overall call coaching score for departments monitored by 5 percent through call coaching and training Show less

  • Client Services Manager

    Jan 2019 - Oct 2019

  • Project Manager

    Apr 2014 - Dec 2018

  • Quality Analyst

    Jan 2013 - Apr 2014

  • Customer Service Representative

    Jun 2012 - Dec 2012
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  Westchester medical center, a member of wmchealth

  Nov 2019 - now

  • Assistant Director, Operational Excellence & Enterpris Analytics

    Aug 2023 - now

  • Sr. Program Manager, Operational Excellence & Enterprise Analytics

    May 2022 - Jul 2023

  • Program Manager, Operational Excellence

    Nov 2019 - May 2022