Navigator Supervisor, Call Center Resume

Starting...

Navigator Supervisor, Call Center Resume Elijah Nunez Navigator Supervisor, Call Center (562) 555-7314 elijah.nunez@example.com linkedin.com/example/elijahnunez Long Beach, CA 90807 STRENGTHS Calm Escalation Support Difficult callers received clear next steps and patient listening, turning tense conversations into workable resolutions. Practical Staff Coaching New navigators gained steady support through shadowing, skills validation, and feedback that felt useful on busy days. Service Reporting Queue trends and quality findings became easier for managers to act on through concise Microsoft Office reports. Cross Team Coordination Payer, clinical, and scheduling partners received clear follow up, helping patient issues move forward without confusion. Patient Access Judgment Specialty scheduling, MyChart, claims, and enrollment requests were handled with care and dependable procedural follow through. SKILLS Healthcare Call Centers Customer Service Navigator Supervision Coaching Deescalation KPI Monitoring Workforce Management Quality Assurance Training Call Monitoring Patient Scheduling MyChart Support Claims Support Health Plan Enrollment Managed Care LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 7.8 Years Navigation Center Supervisor at Pacific Patient Access Partners (3.8 Years) Senior Patient Services Representative at Westshore Medical Group (2.4 Years) Patient Contact Center Representative at Harbor Community Clinics (1.7 Years) SUMMARY Healthcare contact center supervisor with eight years of customer service and patient access experience across phone, email, and chat operations. Leads navigator teams through queue management, coaching, quality review, Workforce Management, training, call monitoring, and KPI follow up. Supports appointment scheduling for radiology, laboratory, ambulatory, pediatric, and adult specialty services, along with MyChart access, claims questions, health plan enrollment , patient outreach , and outbound campaigns . Uses medical terminology, managed care knowledge, Avaya PBX, Windows, Microsoft Office, Outlook, and accurate typing to keep patient service dependable. Calm escalation handling, practical reporting, and cross department coordination have supported smoother workflows and stronger staff confidence. Brings thoughtful supervision and patient centered judgment to fast paced operations that require flexibility, clear communication, and reliable follow through. EXPERIENCE Navigation Center Supervisor Pacific Patient Access Partners January 2023 - Present Long Beach, California Leads daily healthcare navigation across phone, email, and chat, supporting staffing, escalations, extended hours, patient access, staff development, quality, reporting, and manager communication. Balanced phone, email, and chat queues during demand spikes, preserving dependable patient access. Reviewed QA , attendance, productivity, and customer experience KPIs , then delivered focused coaching. Deescalated appointment, claims, portal access, and enrollment concerns with clinical offices and payers. Led onboarding, shadowing, and skills validation covering medical terminology , standard work , and communication. Built Microsoft Office reports that clarified queue trends, quality findings, and workflow risks. Used Avaya and Workforce Management tools during floor support and weekend coverage. Senior Patient Services Representative Westshore Medical Group July 2020 - December 2022 Torrance, California Supported patient service operations across specialty scheduling, portal access, claims, enrollment, outreach, and peer guidance while coordinating accurate records across service channels. Resolved radiology , laboratory , ambulatory, pediatric, and adult specialty scheduling requests accurately. Guided peers through difficult calls using medical terminology, calm questions, and escalation paths. Supported MyChart access and routed technical concerns without disrupting appointment workflows. Researched claims and enrollment questions with payer and internal teams, maintaining clear follow up. Supported outbound care campaigns segmented by service need and documented outcomes for clinical action. Used Outlook, Microsoft Office, Windows , and Avaya across patient service channels. Patient Contact Center Representative Harbor Community Clinics October 2018 - June 2020 Anaheim, California Managed high volume patient contact for a multisite outpatient network, building a strong foundation in access, scheduling, clinical routing, documentation, and service recovery. Managed high volume patient calls for a multisite outpatient network with consistent service . Scheduled appointments and routed clinical requests through established review workflows. Applied medical terminology and specialty routing rules after structured training and quality feedback. Deescalated frustrated callers with active listening, clear next steps, and dependable follow through . Documented interactions using Windows, Outlook , and call center applications for callbacks. Earned peer shadowing and queue support duties through reliable procedural accuracy. PROJECTS Patient Access Workflow Review 2024 Worked with peers and managers to review queue patterns, clarify escalation paths, and support smoother patient scheduling across service channels. Navigator Coaching Framework 2023 Partnered with frontline staff to organize shadowing, skills validation, and feedback practices that gave new navigators clearer support. LEADERSHIP & AWARDS Recognized by managers for dependable escalation handling and calm support during high demand patient access periods. Selected for peer shadowing and queue support after demonstrating reliable attendance, documentation, and procedural accuracy. Trusted to present service trends, quality findings, and workflow risks during manager discussions. EDUCATION Bachelor of Science in Health Administration California State University, Long Beach GPA: 3.5 2018 Long Beach, California Coursework: Healthcare operations, managed care, medical terminology, organizational leadership CERTIFICATIONS Healthcare Customer Service Certificate 2024 Medical Terminology Certificate 2023 TECHNICAL SKILLS Call Center Platforms: Avaya PBX, NEC PBX, call center applications Microsoft Applications: Windows, Microsoft Office, Outlook Patient Access Systems: MyChart, appointment scheduling, patient portals Workforce Management: Workforce Management, queue balancing, staffing coverage Quality Operations: QA, call monitoring, quality feedback Healthcare Administration: Medical terminology, managed care, health plan enrollment Patient Scheduling: Radiology, laboratory, ambulatory scheduling Specialty Services: Pediatric services, adult specialties, outpatient access Reporting Tools: Microsoft Excel, performance reports, KPI dashboards Communication Channels: Phone, email, chat Patient Engagement: Patient outreach, outbound campaigns, service recovery SKILLS Healthcare Call Centers Customer Service Navigator Supervision Coaching Deescalation KPI Monitoring Workforce Management Quality Assurance Training Call Monitoring Patient Scheduling MyChart Support Claims Support Health Plan Enrollment Managed Care PROFESSIONAL AFFILIATIONS Healthcare contact center operations and patient access practice community participant. Patient services and managed care professional network participant. LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST

File
- Open
- Save
- Save As
- Rename
- PDF Page Setup
- Preview
- PDF Download
- Show Styles
Preview
Show Styles
PDF Download
US English

US English

UK English

Spanish (LatAm)

French

German

Japanese

Italian

Portuguese (BR)

Chinese (Simplified)
Log In