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A Stew

@andericka

Contact center operations leader improving patient access through scheduling workflows, call quality audits, and referral coordination.

United States

Message

I’m a healthcare contact center team leader at WakeMed Health & Hospitals with experience in patient access, scheduling, referrals, and daily operations. I support a team of approximately 40 agents by monitoring call and queue performance, coaching staff, reviewing call quality, resolving escalations, and creating training resources.

I’ve worked across incoming and outgoing workflows and served as an acting referral coordinator for General Surgery. I use Cisco Intelligence and Excel to track performance and identify ways to improve service. I hold an MBA in Healthcare Management and am seeking a remote or hybrid leadership role in patient access, contact center operations, or healthcare services.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Access Center Operations

Current

WakeMed Health & Hospitals

Dec 2022 - Present (3 years 9 months)

Support daily contact center operations by monitoring workflows, assisting with queue coverage, and ensuring timely response to patient scheduling and referral requests. Conduct call quality audits, analyze operational metrics, and train new employees.

Cisco Intelligence Excel Call Auditing Workflow Optimization Corporate Trainer Queue Monitoring HIPAA EMR

Scheduling Representative

WakeMed Health & Hospitals

Dec 2021 - Dec 2022 (1 year)

Supported high-volume patient scheduling operations while maintaining accuracy, timeliness, and strong patient service standards. Verified patient information and insurance requirements, and escalated workflow issues to leadership.

Patient Scheduling Insurance Verification EMR Customer Service Problem Solving

Registered Medical Assistant

WakeMed Urogynecology

Oct 2020 - Dec 2021 (1 year 2 months)

Supported clinical workflows and patient flow in a fast-paced ambulatory setting with attention to operational efficiency and compliance. Assisted with onboarding and training of new staff.

clinical workflows Patient Flow Corporate Trainer Compliance EMR

Registered Medical Assistant

Life Link Medical Group

Nov 2014 - Oct 2020 (5 years 11 months)

Supported clinical and administrative workflows across hospital and ambulatory environments while maintaining accuracy, compliance, and patient flow standards.

Clinical Support Administrative Support Compliance Patient Flow

Registered Medical Assistant

Southeastern Regional Medical Center

Nov 2014 - Oct 2020 (5 years 11 months)

Supported clinical and administrative workflows across hospital and ambulatory environments while maintaining accuracy, compliance, and patient flow standards.

Clinical Support Administrative Support Compliance Patient Flow

Registered Medical Assistant

Cape Fear Valley

Nov 2014 - Oct 2020 (5 years 11 months)

Supported clinical and administrative workflows across hospital and ambulatory environments while maintaining accuracy, compliance, and patient flow standards.

Clinical Support Administrative Support Compliance Patient Flow