About

I am a self-motivated and hard-working professional with 20+ years of customer service management skills in mostly healthcare settings. Advocating for those who feel that they are voiceless is my passion, as well as developing team members to grow to their maximum potential.

Skills

  • Customer Service and Support
    10
  • Leadership and Team Management
    10
  • Excellent written and verbal communication
    10
  • Recruitment & Onboarding
    10
  • Community Engagement
    10
  • Training And Development
    10
  • Healthcare Operations
    10
  • Life skills training and case management
    10

Experience

Noel Rock

Work experience
  • Provides coaching, feedback and evaluation of performance and development on a routine basis.
  • Assesses staff delivery of information and customer service via routine call monitoring.
  • Identifies training and performance needs, develops and implements action plans.
  • Partners with Workforce Management for real-time operations by managing by walking around, being visible for assistance with routine/complex issues and monitoring/responding to call queues.
  • Ensures that all corporate and department policies and procedures are followed as well as helping to identify and execute changes in policies and procedures.
  • Collaborates with the Training Team to facilitate on-going and refresher training for team or individual members of team.
  • Participates in the recruitment of front-line staff, complete special projects and other ancillary tasks.
  • Collaborates on daily activities with peers to support team and contact center objectives.

Noel Rock

Work experience
  • January, 2023 - September, 2023
  • Fulltime
  • Managed a team of 80 customer service agents employed by Sisters of St. Mary’s Hospital
  • Maintained a daily ABR of 5% or less (3,000+ incoming calls per day)
  • Received, triaged and resolved patient/customer complaints regarding hospital & physician billing, insurance
  • verification & processing, and patient financial assistance
  • Provided EPIC access and training for newly hired employees
  • Conducted weekly productivity & team morale huddles in an effort to produce efficiency and continued dedication to daily tasks
  • Reviewed resumes/applications for potential employment candidates; conducted weekly interviews & extended offers for hire
  • Produced weekly reporting on outstanding status code inventory for the Dignity Health Insurance Verification & Support teams
  • Facilitated weekly update meetings with both Dignity Health and Sisters of St. Mary Leadership to encourage systematic & structured workflow

Noel Rock

Education
  • Forensic Psychology

Noel Rock

Work experience
  • September, 2021 - January, 2023
  • Fulltime
  • Managed 3 Patient Access Teams at Willowbrook Hospital: Central Scheduling, Insurance Verification, Financial Counseling; totaling 45 employees.
  • Maintained an incoming call abandonment rate of 10% or less.
  • Verified all outpatient insurance for scheduled appointments at a 7-day threshold.
  • Supervised a hospital call center receiving/answering 900+ calls per day.
  • Furnished monthly departmental revenue cycle reporting for Hospital Leadership & Business Development Department.
  • Provided support for various hospital departments that require assistance with appointment scheduling, insurance verification, financial assistance programming, etc.
  • Supplied daily operations planning/reporting for Patient Access Leadership Team which included available personnel, projected volume, anticipated service levels, and KPI comparison to previous week.
  • Assessed, triaged and resolved hospital customer complaints as received.
  • Conducted weekly huddle meetings with each Patient Access Team, supplying employees with pertinent operational updates, previous week’s performance stats, projected goals for the week’s remaining days, etc.
  • Reviewed resumes/applications for potential employment candidates; conducting weekly interviews & extended offers for hire.
  • Hospital Leadership Team

Noel Rock

Work experience
  • January, 2019 - September, 2021
  • Fulltime
  • Managed a team of 12 Patient Access Nurse Coordinators and Representatives. Serviced approximately 200-300 referrals weekly.
  • Analyzed corporate and departmental strategy, created and developed programs, activities, and tasks.
  • Developed and provided metrics to, progress statistics and measured KPI’s on a weekly basis, to Sr. Leadership.
  • Reached service goals through targeted approach, evaluated employee performance, address employee gaps, and assessed opportunities for improvement. Efforts yielded an increase in employee retention 40%.
  • Collaborated with HR to design more specific employee guidelines as needed. Implemented support tools & recommended updates to standard operating procedures and documentation.
  • Facilitated technology exploration & needs assessments, while overseeing technology installation and implementation.
  • Developed individual training/certification plans with team members, while working with Sr. Leadership to identify key training needs.
  • Served as patient/employee entry point Site Supervisor during the COVID-19 pandemic.
  • Triaged, addressed and resolved escalated patient issues regarding scheduling, customer service experience, communication disputes, etc.

Noel Rock

Work experience
  • September, 2017 - August, 2018
  • Fulltime
  • Researched and resolved routine or complex issues relating to services provided by Northwell Health & Advantage Care Physicians. This includes eligibility, referral status, provider availability, case management, utilization management, claims related issues and general information.
  • Implemented new standards of performance, expectations, and assignments. Efforts yielded a 45% increase in private practice retention.
  • Managed a team of 15 representatives. Assigned employee schedules, established plan for emergency staff coverage and acted upon leave requests.
  • Evaluated and actively problem-solved presenting situations and used these as educational opportunities for staff.
  • Identified learning needs of staff; planned and conducted training of new employees as well as in-service education for staff (including orientation of medical staff to scheduling procedures).
  • Monitored and evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Monitored and tracked inbound calls. Kept agents aware of inbound calls, calls waiting, abandonment rate, etc.

Noel Rock

Education
  • Psychology
 

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