Carrie Rutkowski

Supervisor, Clinical Call Center @Outcomes®

Orlando, FL, US

Supervised daily operations of a clinical call center, ensuring alignment with performance goals- Enhanced team productivity through real-time monitoring, significantly reducing abandonment rates- Led training initiatives that fostered accountability and teamwork, boosting overall team morale- Managed a team of patient engagement technicians, driving successful medication therapy management reviews- Oversee clinical call center operations to support associates and to meet performance goals and business objectives- Supported, monitored, and optimized team performance through analysis of current productivity, processes, capacity, and resources- Monitored inbound calls and queues, and tracked key performance indicators such as abandonment rate, calls completed, and quality-Created agendas, facilitated, and lead team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing-Supported business objectives such as workflow design and management, process and policy review, testing, new project and workflow innovation and support, etc-Participate in Clinical Services\' strategic plan development and goal execution-Promoted a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity.

Northern Illinois University

Bachelor's degree