Debra Thompson

· Team Leadership: Led a team of authorization agents, ensuring the accurate and efficient processing and approval of requests.

· Change Leadership: Acted as a Champion of Change, driving the implementation of Knowledge Exchange within the department and managing communications via the Iris page.

· eMOS Support and Certification.
- Provided working knowledge and support to frontline agents, including CFAR coaching techniques and peer guidance during eMOS adoption to CCRD.
- Achieved eMOS certification.

· Onboarding Co-Partner**:
- Collaborated with peers to update the new hire training curriculum to improve the learner experience through hands-on training (OJT).
- Co-created the *Enable a Positive Caller Experience* LMS to enhance service delivery.
- Co-created the *What is CCRD? * LMS/video to provide new hires with a clear understanding of their daily roles starting on day 1.
- Co-developed an OJT restructure, introducing pre-call debriefs on day 1 to better prepare new hires and reduce caller abrasion.

· Project Management: Co-managed the *Technical Coach Team* project lifecycle from inception to advocate-facing support, ensuring successful implementation and adoption.
- Co-developed project plans and timelines, tracking progress to ensure on-schedule completion for each implementation process.
- Improved Quality Scores by **7.79%** from 2021.

· Leadership and Process Improvements:
- Spearheaded *RTL Coach Migration Projects* to establish a successful partnership between Quality and Technical Coaches.
- Created and facilitated How to Coach curriculum for Technical Coaches.

· Coaching and Mentorship:
- Served as a mentor for Accredo's Emerging Leader Program, providing guidance on onboarding, HR-related functions, and leadership responsibilities to develop future leaders.

Performance Results (Since Team Inception in 2021):
- Reduced Call Center Average Handle Time (AHT) by **31 seconds** in 2022 compared to 2021.
- Improved Quality Scores by **7.79%** from 2021.

Additional Projects:
- Co-led a **People Leader Community of Practice** workshop with Syler Consulting in Chicago, fostering peer learning and community building for people managers.

• Project Team Member: Played a pivotal role in designing and implementing Accredo's Management Operating System (MOS) for Contact Center Leaders, fostering a culture of performance and driving continuous operational improvement.
• Training Development: Co-created and facilitated How to Coach curriculum training materials for Contact Center Leaders, aligning with MOS guidelines to enhance leadership effectiveness.
• Process Optimization: Collaborated as a team member on the MOS Project Team to streamline internal policies and improve operational efficiencies for Contact Center Leaders.
• Role Enhancement: Co-partnered on a team focused on addressing Supervisor role challenges, resulting in the development of a Roles and Responsibilities Behavior Model.
• Communication and Engagement: Served as a member of the eMOS Work Stream Communication Team, connecting with Contact Center leadership to drive consistency and sustain overall success.
• Partnered with the Communication Team to produce a one-minute video teaser from Senior Leadership, introducing Accredo's newly implemented Management Operating System.
• Promotion: Recognized for leadership and contributions with a promotion to Senior Supervisor

• Worked directly with internal stakeholders, including supervisor, and focused support staff to ensure successful translation of set monthly deliverables.
• Maintained responsibility for project deliverables, timelines, and stakeholder management.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Effective partnership hospital leadership and departments to resolve revenue cycle issues.
• Collaborated with outside consulting firm to accelerate AR and unbilled reduction through an action-oriented approach to prioritize cash collections and mitigate high incidence errors with on boarding/new clients.
• Provided leadership oversight of Charity Care/Financial Assistance process for several nonprofit facilities, up to 3M monthly.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.