Jessica Vigland
Pittsburgh
Summary
Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
18
18
years of professional experience
Work History
Supervisor, Scheduling Services Contact Center
UPMC
Pittsburgh, PA
05.2022 - Current
- Helped facilitate communication between Neurology, Pain Medicine and Physical Medicine and Rehabilitation departments to improve operational efficiency.
- Oversaw daily operations and implemented processes to ensure compliance with healthcare regulations and standards.
- Facilitated team meetings to address workflow challenges and drive operational efficiency.
- Enhanced operational efficiency by designing streamlined workflows and defining clear performance expectations for team members.
- Addressed and resolved team conflicts swiftly to maintain a productive and collaborative workplace.
- Exemplified commitment to organizational core values through leadership and mentorship.
- Facilitated recruitment processes and conducted phone screenings to identify qualified candidates for departmental roles.
- Optimized agent productivity by promptly addressing and resolving equipment issues in the work-at-home program.
- Supervised daily healthcare operations, enforcing compliance with regulatory requirements and quality standards.
Contact Center Specialist II
UPMC
Pittsburgh, PA
01.2018 - 05.2022
- Operated multi-line telephone system to assist with appointment scheduling across various departments.
- Implemented measures to maintain confidentiality of patient records while following established HIPAA protocols.
- Provided outstanding customer service to enhance patient satisfaction.
- Achieved seamless task management across multiple lines, resulting in improved workflow efficiency.
Enrollment Specialist
UPMC
Pittsburgh, PA
08.2017 - 01.2018
- Managed comprehensive review and submission of Medicare insurance applications within established timelines.
- Analyzed regulations to establish suitable election periods, facilitating compliance and operational readiness.
Front End Supervisor
Giant Eagle
White Oak, PA
04.2008 - 10.2017
- Oversaw customer interactions by addressing inquiries and resolving complaints to elevate satisfaction levels.
- Managed telephone communications to address customer inquiries effectively.
- Applied comprehensive knowledge of cash management and lottery operations to ensure compliance and accuracy.
- Coordinated diverse responsibilities within a team setting to ensure seamless workflow and productivity.
Education
Bachelor of Arts - Corporate Communications
The Pennsylvania State University
McKeesport, PA12-2015
High School Diploma -
East Allegheny High School
North Versailles, PA06-2010
Skills
- Customer Service
- Training and Mentoring
- Staff Management
- Attention to Detail
- Employee Motivation
Timeline
Supervisor, Scheduling Services Contact Center
UPMC
05.2022 - Current
Contact Center Specialist II
UPMC
01.2018 - 05.2022
Enrollment Specialist
UPMC
08.2017 - 01.2018
Front End Supervisor
Giant Eagle
04.2008 - 10.2017
Bachelor of Arts - Corporate Communications
The Pennsylvania State University
High School Diploma -
East Allegheny High School