EMILY LEWIS

• Led daily operations and workforce coverage for 30+ representatives in a high-volume healthcare environment, managing productivity, service levels, staffing, workload, and competing priorities. • Developed Excel dashboards, tracking tools, and reports to analyze service levels, workload, scheduling, capacity, productivity, and operational trends. • Improved service levels from 63% to 88%, reduced average handle time from 6:30 to 5:00, and reduced average wait time from 3:30 to 0:25 through performance monitoring and workflow improvements. • Supported benefits administration, open enrollment, member education, insurance operations, and pharmacy benefit manager coordination for a primary care organization launching a health plan. • Partnered with leadership, IT, and engineering to test, document, troubleshoot, and resolve defects in phone systems, call routing, self-scheduling technology, and AI-supported tools. • Created process documentation and training materials; trained employees on new systems, workflows, scheduling procedures, and customer service expectations.

Harbor Health

• Managed a 33-person team of nurses, medical assistants, and customer service representatives supporting primary and express care operations seven days per week. • Directed staffing, workload, scheduling, training, special projects, and service coverage; coordinated with managers across multiple locations to resolve operational issues. • Produced daily, weekly, and monthly reporting on call volume, productivity, workload, staffing, and performance using Excel formulas, VLOOKUPs, pivot tables, and tracking tools. • Developed SOPs and standardized workflows to improve consistency, accuracy, efficiency, and service performance; communicated priorities through team huddles and meetings. • Supported hiring, onboarding, system access, training, and employee development and used Genesys to support high-volume customer service operations.

Ascension Medical

• Coordinated surgical schedules, billing-related activities, and patient access needs among physicians, patients, clinical staff, payers, and external providers. • Obtained and verified insurance authorizations and referrals; supported claims-related processes, billing issue resolution, denial management, appeals, and peer-to-peer reviews. • Used CPT and ICD-10 information to support billing, authorization, reimbursement documentation, and operational accuracy. • Reviewed patient, insurance, scheduling, and billing documentation; identified information gaps and coordinated corrections to support accurate and timely processing. • Drove complex billing, authorization, and insurance issues through resolution by coordinating across patients, providers, clinical teams, and payer organizations.

Austin Regional Clinic

• Supported high-volume patient scheduling, telephone communication, record maintenance, payment-related front-office activity, and daily medical operations. • Coordinated communication among patients, providers, clinical staff, and office personnel while safeguarding confidential information.

Paul T. Fass, M.D.