Manager or Call Center

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KATHY R. GASSENSMITH 527 Westchester Blvd, Noblesville, IN

46062 a (317) 514-5441 a [email protected]

CALL CENTER MANAGEMENT PROFESSIONAL Over 10 yearsa experience in managing a call center in a healthcare environment -- highly focused on customer service, staff development and improvement initiat ives a"reputation as a strategic leader able to create an environment in which t eam members produce superior results. EDUCATION B.S., Concentration in Biological Science and Health Care Administration GPA: 3.8 Indiana University, Indianapolis, IN 1998 Demonstrated success record in: * Motivating staff to peak performance levels with proven management skills * Ease of interaction with multiple client communities (i.e., supervisees, peers , superiors, clients) * Strong customer service advocacy * Extensive knowledge of regulatory and compliance requirements (i.e., HIPPA, JC AHO, CLIA, Anti-Kickback, Billing Anti-Fraud and Abuse, EEOC, ADA) * Multi-tasking skills complimented by strong organizational skills * Strong research and resolution skills * Excellent written, verbal communication and presentation skills * Excellent training and teaching skills * Excellent computer and technology skills * Writing policies and procedures for multiple departments * Development of training programs CORE COMPETENCIES a Customer Service Orientation a Problem solving/trouble-shooting a Optimizing w ork flow a Attracting/developing talent a Mentoring staff a Self-motivated a Setting, meeting and exceeding goals a Training skills & tools HIGHLIGHTED CAREER ACHIEVEMENTS a Created and developed a successful 24/7 Client Response Clinical Call Center - Exceeded average speed of answer through development of technology, people, c all strategy and processes a Created and developed a successful Client Solutions department - orchestrated a spotlight/gold/account-in jeopardy program and implemented sales support proc esses a Customer Service Initiatives - Led multi-disciplinary team resulting in meeti ng and exceeding record-breaking levels beyond corporate standards for physicia n and client satisfaction a Compliance Excellence Award a" Developed strategies, policies, procedures and training for HIPPA and PHI implementation a Instilled motivation from good to great a" Created and provided inspirational presentations and tools at corporate New Employee Orientations, as well as provi ding inservices to departments in other divisions on ad hoc basis a Quality Audits - implemented processes and policies to achieve no deficiencie s in five departments. a Implemented Six Sigma and LEAN Strategies a" Led improvement team to revamp tw o other departments. Initiatives developed resulted in streamlined processes, i mproved turnaround time, reduced costs, and significantly increased customer sat isfaction a Created corporate computer resources training manuals a" used throughout the c ompany for new hires as well as existing staff a Developed clear departmental and corporate policy and procedures

a Employee satisfaction a" achieved highest satisfaction levels from employee sa tisfaction surveys PROFESSIONAL EXPERIENCE MID AMERICA CLINICAL LABORATORIES (a joint venture of Quest Diagnostics) Indiana polis, Indiana 1/1999 a" 1/2010 Manager, Regional Ancillary Operations a Overall responsibility for managing five departments (~ 50 employees) includin g: o Inbound/outbound call center, o Client Solutions department, o Test-in-Question/Test Order Resolutions department, o Reference Lab Testing department, o Specimen Processing department. a Represented company to clients in meetings and as primary customer contact. a Assisted sales team in opportunity discovery within existing client base and f acilitated new client start-up. a Responsible for personnel management, budget management, quality assurance, tr aining, creating and implementing improvement initiatives. a Led corporate client satisfaction improvement team a Actively served on many task forces and committees a Reduced costs by streamlining processes, circumventing bottlenecks and working with vendors ST VINCENT HOSPITAL AND HEALTHCARE, Indianapolis, Indiana Executive Assistant to the President of St. Vincent Carmel Hospital 1/1995-1 /1999 Office Coordinator to Vice President of Business Development 5/1983-1 /1995 a Provided administrative support a Polished administrative liaison with physicians, patients, board members, poli ticians, corporations.

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