ANASTASIA STEFES-KAVALAUSKAS

2629 S. FARRELL ST.

CHICAGO, ILLINOIS 60608
Phone: 312-842-1076
Cell: 312-208-4826
E-mail: as10c5022@westpost.net
Profile
Excellent background in call center operations, including new centralized call c
enter setup. Developed and implemented the first Contact Center and Answering s
ervice for Advocate Health Centers that provides nurse triage, appointment sched
uling and paging/messaging services for multiple practice sites, hospitals and o
ver 500 physicians. Experience in the diverse aspects of medical office managem
ent. Experience in the Insurance Industry as a Supervisor of Support Services.
Exceptional analytical skills in developing objectives and coordinating strateg
ies to meet them. Maintain budgets without compromising quality. Excellent inte
rpersonal and communication skills in coordinating efforts of individuals and gr
oups from diverse backgrounds and orientations. Areas of expertise include:
Leadership Training Auditing and
Forecasting
Operations Data Analysis Quality Assuranc
e
Project Management Compliance Benchmarking

Professional Experience
Advocate Medical Group, Chicago, IL 1990 - May 2010
Manager of Workforce and Quality Assurance Analysis (2005 - May 2010)
Provided development, quality compliance, auditing and staffing support through
workforce analysis and
forecasting. Responsible for the planning, design and the change control manage
ment necessary to maintain the centralized contact center performance standards.
Developed and implemented methodologies for systems analysis, installation and
support within the centralized center. Worked with Information Systems to ensu
re that the technology was performing properly, and provided recommendations for
technology growth. Responsible for Interactive Voice Response (IVR) recording/
announcements/updates/of the Alcatel phone system. Oversaw a staff of four exemp
t level direct reports that were responsible for workforce management, training,
quality assurance, legal audit analysis, and project management. Selected acco
mplishments include:
* Developed and implemented a quality assurance and training program as well as
an employee handbook.
* Created complaint policy and procedure for internal and external customers.
* Participated in determining and implementing strategy as well as evaluating an
d recommending "best practices" that allowed the Contact Center to exceed expect
ations.
* Created and implemented a process for making confirmation calls to patients to
remind them of their appointments, resulting in a decrease of 34% in the no sho
w rate. Changed the process from manual to automated by using an internal IVR, w
hich resulted in a cost savings of approximately $80,000 annually.
* Partnered with Utilization Management to create a proactive approach to caring
for high risk patients (asthma, diabetes, and congestive heart failure) by cont
acting them to schedule follow-up appointments with the Primary Care Provider an
d/or specialist. Additionally, streamlined the process of follow-up for patient
s who were recently discharged from a hospital or nursing home, to prevent relap
se/re-admission. These initiatives helped Advocate Exceed their clinical integra
tion score goals.
* Led a Provider/Plan Communication Committee to improve communication between p
lan and payer/insurance provider, as well as to ensure that contractual obligati
ons were met by both parties.
Contact Center Manager (2001 - 2005)
Managed the daily operations of a 24-hour/7 day a week, 100 FTE, Contact Center
and Answering Service that provided nurse triage, appointment scheduling service
and paging/messaging services for multiple practice sites, hospitals and over
500 physicians, serving over 220,000 patients and answering 1,600,000 calls annu
ally. Managed the technology support, which included the installation, relocat
ion, maintenance and upgrades of any system that supported the delivery of Conta
ct Center Services. Oversaw the management and activities associated with the a
rchiving of physician messages/pages and telephone monthly reports on various me
dia. Responsible for the timeliness of the center and service logs resolution
and documentation. Selected accomplishments include:

ANASTASIA STEFES-KAVALAUSKAS
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* Led a marketing campaign for the Answering Service to new physician groups.
* Developed and negotiated contracts with the new clients which changed the cont
act center from a cost center to a revenue producing entity.
* Created policies and procedures for the implementation of the Answering Servic
e.
* Collaborated with business development to attract and retain new patients thou
gh Health Fairs and follow-up calls to potential patients.
* Partnered with marketing and IS to create and implement the Online Appointment
Manager.
* Partnered with IS to design and create a web page to include the policy manual
, scheduling guidelines and statistical reports.
* Created an orientation and training program for new and existing employees.
Call Center Supervisor (1996 - 2001)
Supervised the daily operation of a newly created call center known as Patient C
are Express. Recruited qualified staff via job fairs and other hiring strategie
s. Trained and supervised staff of 58. Motivated staff to meet and exceed the h
ighest productivity and quality service standards. Selected accomplishments inc
lude:
* Developed and implemented the contact center that provided nurse triage, appoi
ntment scheduling service and messaging services for multiple practice sites by
streamlining call operations from 17 locations to one centralized call center.
* Contributed to development of policies and procedures that supported enhanced
standards of efficiency and service in a center serving 220,000 members and answ
ering 110,000 calls monthly.
Administrative Supervisor-Internal Medicine (1994 - 1996)
Overall responsibility for the diverse aspects of medical office management for
six physicians, three RN's, six LPN's and seven clerical staff. Supervised, tra
ined and motivated staff to meet all productivity and patient relations objectiv
es. Maintained patient files. Verified medical insurance benefits. Monitored a
nd maintained optimum office supply inventory levels.
Central Operations Supervisor (1990 - 1994)
Managed centralized appointment operations, including staffing, training and coa
ching. Also, responsible for central X-ray activities. Hired as an Appointment
Supervisor and promoted after only two months. Selected accomplishments include
:
* Centralized diagnostic tracking operations from hospital to physicians' office
s.
Additional Professional Experience
Hanover Insurance, Chicago, IL
Supervisor 1988-1990
North American Company for Life Health Insurance, Chicago, IL Supervisor
1982-1988
National Ben Franklin Life Insurance Company, Chicago, IL Supervisor
1975-1982
Hired as a policy typist and progressively promoted to Rater, Reinsurance Techni
cian and finally Supervisor.
Education
DePaul University, Chicago, IL
2001
B.A., Business Administration
Certification
CIAC Certification in People Management (8/05), Performance Management (10/05)
Training
Fundamentals of Finance & Accounting, Training on Labor Relations Concepts, Proc
ess Improvement for Leadership Team, Voice over IP, Telecom, Datacom and Network
ing for Non-Engineers, Highly Effective Criticism & Discipline, Effective Projec
t Management.
Computer Skills
Proficiency with Microsoft Word, Excel, Power Point, Report Express, I planet, L
awson, EPIC, IDX, Xtend, Alcatel CCS, Marathon, and Centramax/Care Enhance, Touc
hworks (EMR), GMT