TALIA BENNEFIELD-OWENS

• Direct daily operations of the Procedural Patient Access department, providing real-time supervision and coaching to frontline contact center staff supporting Surgery, Vascular, and Cardiology service lines.
• Monitor individual and team performance metrics including call handling time, schedule adherence, and case placement accuracy; identify performance gaps and implement corrective actions.
• Managed approximately 30 incoming calls, emails and faxes per day from Patients and Providers.
• Ensure compliance with departmental policies, service line protocols, and regulatory standards across all patient access workflows.
• Partner with physicians, nursing leadership, and ancillary departments to facilitate efficient procedural flow and resolve complex case escalations related to pre-admission testing and procedural readiness.
• Monitor staff attendance, timekeeping, and scheduling practices; address discrepancies through structured performance management.
• Identify workflow gaps and lead process improvement initiatives to enhance patient experience and operational efficiency.
• Relay performance expectations, policy updates, and operational changes clearly and consistently across the team.
• Specific contact center systems used Cerner, Order facilitator Epic, Genesys.

• Provided frontline leadership and daily operational oversight for scheduling and procedural teams across Imaging, Surgery, and Cardiology departments.
• Monitored staff performance, delivered real-time coaching, and issued corrective guidance to maintain service and compliance standards.
• Served as primary liaison between physicians, nursing staff, administrative leadership, and external departments to facilitate timely case placement.
• Reviewed and approved schedules, time-off requests, and staffing adjustments to ensure adequate coverage.
• Supported onboarding, training, and mentorship of new team members, promoting a culture of accountability and service excellence.
• Analyzed performance metrics to identify areas for improvement and drive continuous quality enhancement initiatives.
• Worked different modalities to provide optimal coverage and meet performance metric goals.

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• Facilitated regular team meetings to promote communication and address operational challenges.

• Scheduled surgeries, radiology, and interventional procedures in a high-volume healthcare environment, ensuring accurate and timely case placement.
• Communicated critical pre-procedural information and instructions to patients, supporting a patient-centered experience.
• Coordinated staff availability and appointment logistics for surgical and pre-assessment services.
• Coordinated surgery schedules for multiple departments, optimizing patient flow and resource allocation.
• Trained new staff on scheduling protocols

• Managed high-volume surgical scheduling and confirmed pre-assessment appointments for multi-physician practice.
• Resolved scheduling conflicts and coordinated vendor, client, and provider communication to maintain progression schedules.

• Processed electronic and paper Medicare/Medicaid claims, ensuring carrier accuracy and compliance.
• Served as patient-facing representative, resolving insurance inquiries and billing concerns with empathy and professionalism.
• Collaborated with supervisors on special Medicare and Medicaid projects, demonstrating commitment to continuous improvement.