Tomika L. Easter
Atlanta,GA
Summary
Dedicated and results-driven Healthcare Supervisor with over 20 years of expertise in breast imaging, radiology operations, and patient access services. Proven track record in leading high-performing call center and scheduling teams, optimizing workflows, and enhancing operational efficiency within large healthcare systems. Expertise in staff development, performance management, and patient-centered communication, combined with a strong aptitude for resolving complex issues to improve access to care. Committed to leveraging leadership experience and operational acumen to drive organizational excellence and elevate the patient experience.
Overview
27
27
years of professional experience
Work History
Supervisor, Priority Access Radiology
Emory Healthcare
Atlanta, GA
12.2013 - Current
- Lead and supervise a team of 15 scheduling agents supporting enterprise-wide radiology services.
- Manage daily call center operations ensuring timely call response and efficient patient scheduling.
- Monitor real-time performance metrics using Genesys to optimize call flow and reduce wait times.
- Serve as primary escalation point for complex patient concerns, physician requests, and scheduling conflicts.
- Provide coaching, training, and performance feedback to improve staff productivity and service quality.
- Manage agent exception reporting to support performance compliance and operational standards.
- Oversee staff scheduling, attendance tracking, and payroll approvals.
- Collaborate with clinical and administrative leadership to improve patient access workflows.
- Ensure strict compliance with HIPAA regulations and organizational policies.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
Supervisor, Patient Access Procedural Scheduling (Concurrent Role)
Emory Healthcare
Atlanta, GA
08.2016 - 01.2023
- Supervised a team of 7 scheduling agents supporting procedural scheduling across Surgery, Cardiology, and Interventional Radiology services.
- Scheduled and coordinated patient procedures in collaboration with providers, clinical teams, and departmental workflows.
- Utilized Cerner Millennium and Order Facilitator systems to manage accurate and timely procedural scheduling.
- Scheduled patients from depot queues and direct provider referrals to ensure timely access to care.
- Monitored scheduling accuracy, workflow efficiency, and staff productivity to meet departmental performance goals.
- Provided coaching, training, and performance feedback to improve team effectiveness and patient access outcomes.
Supervisor, Breast Imaging (Front Desk, Medical Records & Call Center)
Emory Healthcare
Atlanta, GA
08.2003 - 12.2013
- Supervised a team of 10 staff supporting breast imaging front desk, medical records, and scheduling operations.
- Coordinated daily workflow and staffing to ensure efficient patient flow and operational coverage.
- Managed preparation of patient charts and imaging records for mammography appointments.
- Oversaw film retrieval and delivery for radiologist review and patient requests.
- Supported patient registration, check-in, and scheduling operations.
- Trained and mentored staff while resolving patient service concerns and maintaining quality standards.
- Ensured compliance with HIPAA regulations and organizational policies.
Front Desk / Scheduling Associate
Emory Healthcare – Breast Imaging Center
Atlanta, GA
11.1998 - 11.2003
- Performed patient check-in and registration, verifying demographic and insurance information.
- Scheduled mammography and breast imaging exams across multiple locations in a high-volume environment.
- Managed inbound calls and provided appointment instructions and patient support.
- Maintained accurate scheduling records while ensuring compliance with departmental guidelines.
- Coordinated with clinical staff to accommodate urgent and same-day appointments.
- Delivered professional and compassionate patient service while maintaining confidentiality and HIPAA compliance.
Education
Medical Office Certification -
Georgia Medical Institute
Atlanta, GA01-1992
High School Diploma -
Alonzo A. Crim High School
Atlanta, GA01-1989
Skills
- Healthcare Call Center & Operations Supervision
- Radiology & Procedural Scheduling (Surgery, Cardiology, Interventional)
- Patient Access Management & Workflow Optimization
- Staff Coaching, Training & Performance Improvement
- Patient Registration, Scheduling & Issue Resolution
- Call Volume Monitoring & Performance Metrics (KPIs)
- Epic, Cerner Millennium & Genesys Systems
- Order Facilitator System
- HIPAA Compliance & Quality Standards
Timeline
Supervisor, Patient Access Procedural Scheduling (Concurrent Role)
Emory Healthcare
08.2016 - 01.2023
Supervisor, Priority Access Radiology
Emory Healthcare
12.2013 - Current
Supervisor, Breast Imaging (Front Desk, Medical Records & Call Center)
Emory Healthcare
08.2003 - 12.2013
Front Desk / Scheduling Associate
Emory Healthcare – Breast Imaging Center
11.1998 - 11.2003
Medical Office Certification -
Georgia Medical Institute
High School Diploma -
Alonzo A. Crim High School
COMMUNICATION
Strong communication skills, both verbal and written, with the ability to convey information clearly and concisely to patients, staff, and leadership. I am skilled in active listening, conflict resolution, and providing guidance or instruction. Adept at collaborating with diverse teams, facilitating meetings, and maintaining professional relationships. Committed to ensuring understanding, promoting teamwork, and supporting positive outcomes in fast-paced healthcare environments.
LEADERSHIP
Accomplished healthcare supervisor with a proven track record of guiding and mentoring teams to achieve high performance and operational efficiency. Experienced in coaching staff, monitoring productivity, and fostering a collaborative, results-driven work environment. Skilled in decision-making, workflow management, and problem resolution while ensuring compliance.