Bill McKiernan
Access Center Operational Transformation Manager @Hartford HealthCare
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WORK HISTORY
Access Center Operational Transformation Manager @Hartford HealthCare
Hartford, CT, US
Advanced to expand responsibility from three to six services lines and oversee call center with 1.1 million calls per year. Manage supervise, and evaluate five direct reports and 121 indirect reports employed onsite and remotely. Increase team performance by applying servant leadership style of respect and communication and providing one-on-one coaching sessions. • Increased Team Leader index from 80/100 in 11/2023 to 95/100 currently.• Reduced attrition rate by 25% within eight months by making dramatic changes to hiring process and instituting shadowing.
EDUCATION
Charter Oak State College
Associates of Science
SKILLS
ABOUT BILL MCKIERNAN
I am an accomplished call center management professional with a passion for delivering best-in-class service to patients of large medical groups, helping to navigate scheduling and other aspects of their appointments and interactions. I have over 15+ years of delivering strategic oversight for healthcare customer care call center operations. I lead, supervise, and motivate team members and drive agent performance and productivity. In addition, I excel in strategically scheduling agents, effectively managing and coordinating workflow, and ensuring quality service. I also build a culture of continuous process improvement to maximize customer satisfaction and experience. I also have an excellent balance of people management and technology expertise.To list my additional qualifications and areas of expertise:· Strategic Leadership / Direction · Quality Assurance / Audits. Referral Management · Call Center Operation Oversight· Data Analytics / Management · Continuous Improvement · Training / Development· Team Building / Coaching· Performance Evaluations · Forecasting· Customer Experience Analysis· Stakeholder RelationshipsOne of the achievements I am proud of is being promoted to Access Center Operational Transformation Manger at Hartford Healthcare Medical Group to increase my responsibility for service lines from three to six. I also lowered the attrition rate by 25% within eight months by by significantly changing hiring processes, including establishing a shadowing program for new hires. Previously, as Primary Care Access Center Manager, I secured buy-in for a Patient Care Resource Center from the executive team, located and prepared the new space and continually updated all stakeholders on the progress of operations. Connect with me to learn more about how I can help to improve your organization\'s patient care centers.
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