Nicola Findly-Ffrench
Loganville
Summary
Experienced Patient Access Supervisor with 10+ years in radiology scheduling and call center operations within high-volume healthcare environments. Skilled in leading teams, monitoring performance, and improving workflow efficiency. Strong background in coaching staff, managing daily operations, and supporting patient satisfaction. Proven ability to balance leadership responsibilities with hands-on operational support.
Overview
25
25
years of professional experience
Work History
Patient Access Representative I–III
Emory Healthcare
Atlanta, GA
- Scheduled radiology procedures in a high-volume call center environment
- Provided excellent customer service to patients and providers
- Trained new employees on scheduling systems and workflows
- Reviewed and corrected scheduling errors to ensure accuracy
Patient Access Supervisor
Emory Healthcare
Atlanta, GA
01.2018 - Current
- Supervise a team of 16 agents in a high-volume Radiology Scheduling Call Center
- Monitor daily performance including call volume, wait times, and quality metrics
- Provide coaching and feedback to improve staff productivity and patient experience
- Support daily workflow coordination, staffing coverage, and schedule adherence
- Handle escalating patient concerns and ensure timely resolution
- Enforce attendance policies and track agent accountability
- Assist with onboarding and training of new hires
- Collaborate with leadership to support process improvements and operational goals
Quality Analyst, Centralized Scheduling
Emory Healthcare – Revenue Cycle
Atlanta, GA
01.2016 - 03.2018
- Evaluated call quality and ensured adherence to scheduling and service standards
- Provided coaching and feedback to improve agent performance
- Trained new hires and supported ongoing staff development
- Identified trends and reported performance gaps to leadership
- Supported improvements in scheduling accuracy and service quality
Insurance Verification Representative (Temp)
Emory Healthcare
Atlanta, GA
07.2012 - 09.2012
- Verified insurance eligibility and benefits for patients
- Communicated coverage and financial responsibility clearly
Front Office Coordinator
DeKalb Medical
Lithonia, GA
10.2009 - 03.2012
- Managed front office operations including scheduling and insurance verification
- Maintained patient records and supported billing processes
Cardiac Technician (Lead EP Tech)
Montefiore Medical Center
Bronx, NY
03.2001 - 03.2005
- Assisted with cardiac procedures including pacemakers and ICD implants
- Supported physicians in a high-volume clinical environment
Front Desk Receptionist
Montefiore Medical Center
Bronx, NY
11.2000 - 03.2001
- Managed front desk operations for Pacemaker Clinic
Education
Bachelor of Science - Health Education
CUNY York College
Queens, NYDiploma - Billing & Coding
Corinthian College
Skills
- Team Leadership
- Call Center Operations
- Staff Coaching
- Performance Monitoring
- Workflow Coordination
- Quality Assurance
- Patient Scheduling
- Insurance Verification
- Conflict Resolution
- Time Management
- Customer Service
- Process Improvement
LEADERSHIP HIGHLIGHTS
- Supervise daily operations of a high-volume scheduling team handling high volume patient calls
- Monitor agent performance, attendance, and adherence to departmental standards
- Provide real-time support, coaching, and issue resolution for staff
- Assist leadership with workflow improvements and team development initiatives
Timeline
Patient Access Supervisor
Emory Healthcare
01.2018 - Current
Quality Analyst, Centralized Scheduling
Emory Healthcare – Revenue Cycle
01.2016 - 03.2018
Insurance Verification Representative (Temp)
Emory Healthcare
07.2012 - 09.2012
Front Office Coordinator
DeKalb Medical
10.2009 - 03.2012
Cardiac Technician (Lead EP Tech)
Montefiore Medical Center
03.2001 - 03.2005
Front Desk Receptionist
Montefiore Medical Center
11.2000 - 03.2001
Patient Access Representative I–III
Emory Healthcare
Diploma - Billing & Coding
Corinthian College
Bachelor of Science - Health Education
CUNY York College