Denise Brown

About Denise Brown

Call Center Management Professional known for applying industry knowledge to improve…

Experience

1. Director, Patient Relations

   Banner Health

   Jan 2015 — Present · Phoenix, AZ, US

   Responsible for the overall patient relations process across the continuum of care, including hospitals, Banner Medical Group and other Banner entities. Oversee a team of centralized patient relations service center representatives addressing patient relations issues across multiple entities to turn any problems into opportunities that result in positive outcomes. Also responsible for training to ensure all representatives deliver an exceptional experience through compassionate communication treating all incidents as an opportunity to enhance the experience.

Education

• Ottawa University

  Bachelor of Science (BS)

  2003 — 2011

Skills

• Team Leadership
• Process Management
• Call Center
• Sales Operations
• Customer Retention
• Product Management
• Performance Management
• Crm
• Quality Assurance
• Bpo
• Program Management
• Sales
• Telecommunications
• Analysis
• Process Improvement
• Managed Services
• Coaching
• Call Centers
• Operations Management
• Vendor Management
• Workforce Management
• Voip
• Management
• Team Building
• Strategy
• Business Process Improvement
• Forecasting
• Account Management
• Change Management
• Customer Experience
• Customer Satisfaction
• Training
• Call Center Development
• Wireless
• Outsourcing
• Service Delivery
• Business Analysis
• Cross-Functional Team Leadership
• Team Management
• Contact Centers