Sandra L. McCants

abc@xyz.com xxx-xxx-xxxx | Tequesta, XXXXXX xxxxxx

Call Center Manager

Quality Assurance Management | Customer Experience Optimization | Cost Efficiency

Accomplished Call Center Manager & Relationship Builder bringing 15+ years of experience in leading and coordinating operations together with implementing strategies that deliver outstanding levels of service quality and customer experience. Proven track record in recruiting, building and managing high-performance teams offering support to enhance the patient experience. Excel at establishing positive relationships, providing expertise in supporting solutions to business needs and swift resolution of issues. Recognized for ability to create and establish policies processes and procedures that optimize efficiency, minimize operational expenditure and drive quality. Skilled in establishing priorities that ensure multiple-tasks are completed on time.

Core Competencies

t Strategic Planning

t Operations Management

t Quality Assurance

t Customer Service

t Process Improvements

t Cost Reduction

t Problem Resolution

t Change Management

t Technology & Software Utilization

t Team Leadership

t Recruitment & Training

t Patient/Client Relations

t Performance Management

t Organization & Prioritization

t Communication

Professional Experience

TREATMENT MANAGEMENT COMPANY, Stuart, XXXXXX Apr 2016 Present

Business Development Support Manager (Oct 2017 Present)

▪       Support the development of Key Performance Indicators (KPIs) within department, establishing metrics and evaluating performance and achievement of goals to deliver comprehensive feedback.

▪       Efficiently and effectively manage inbound and outbound referral process.

▪       Collaborate with clinical directors in determining client admission eligibility.

▪       Conceptualized and formulated call center scripting and scoring metrics.

▪       Manage, train and develop call center representatives in customer service best practices, ensuring an enhanced client experience.

Senior Admissions Intake Manager (Apr 2016 Oct 2017)

▪       Served as member of the Society of Addiction Medicine Dimension, holding accountability for driving and meeting Key Performance Indicators.

▪       Determined admissions and appropriate level of care, approving admissions based on insurance reimbursement and preliminary intake data.

▪       Conceived and initiated process for standardized workxxxxxxows, streamlining operations.

TRUSTBRIDGE HEALTH (FORMERLY HOSPICE OF PB COUNTY), West Xxxxxx, XXXXXX Feb 2007 Jun 2015

Admissions/Access Department & Call Center Manager (Nov 2013 Jun 2015)

▪       Served as professional leader for department and referral sources regarding hospice Developed Call Center reports covering average answer delays and quality call monitoring.

▪       Managed scheduling metrics and staffing levels for field and office teams.

▪       Steered day-to-day operations, preparing annual and monthly compliance and quality reports.

Admissions/Access Department & Call Center Manager (Nov 2013 Jun 2015)

▪       Led department in achieving 68% market share in Xxxxxx County.

▪       Collaborated with Business Development Manager to ensure attainment of organizational goals.

▪       Directed Admission Team, ensuring timely, same day referral visits.

▪       Identified benchmarks including completion of certification of terminal Illness documentation.

Admissions Liaison (Feb 2007 Feb 2010)

▪       Completed preliminary assessment to determine eligibility for hospice services.

▪       Secured increase in hospice referrals at West Xxxxxx Veterans Hospital from 4 to 15 monthly.

▪       Received Whatever It Takes Outstanding Employee Award.

THE WATERSHED ADDITION TREATMENT PROGRAMS, INC., Delray Beach, XXXXXX Jan 2006 Dec 2006

Admissions Manager

▪       Recruited, hired and trained Intake Coordinators, training on customer service best practices.

▪       Approved admissions in the absence of Director for Addictions Treatment.

▪       Coordinated travel arrangements, facilitating admissions for clients nationwide.

▪       Assisted in development of department bonus structure.

FAIR OAKS PAVILION BEHAVIORAL HEALTH, Delray Beach, XXXXXX Mar 1997 Jan 2006

Senior Intake Coordinator

▪       Trained facility physicians on Xxxxxx's Baker Act Statutes.

▪       Screened patients for appropriate admission for Addictions or Psychiatric via initial intake assessments.

Education & Training

Master of Science, Business Leadership, Nova Southeastern University, Xxxxxx Gardens, XXXXXX, 2017

Bachelor of Arts, Social Welfare, Magna Cum Laude, Barry University, Miami Shores, XXXXXX, 2006

Professional Affiliations

Member, Southern Poverty Law Center

Computer Technology

Microsoft Word, Excel, PowerPoint, Outlook