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Alan Taylor, Senior VP of Operations Alan Taylor Alan serves as senior vice president of operations for TeamHealth Medical Call Center. In this role and as part of the senior executive leadership team of TeamHealth, he provides high-level financial management and strategic vision for THMCC. Alan has extensive experience in client services and operational roles for healthcare organizations. Most recently, he served as regional vice president, central region, for Alliance Imaging, Inc. Prior to that, he worked with PhyCor Inc. in various positions, including consultant, interim executive director, vice president of group operations, and executive director of the Southern Colorado Clinic. He has also held positions with Quincy Medical Group and Carle Clinic Association and was equity owner and manager of Medicare Equipment and Supply/Care Products, a durable medical equipment and pediatric rehabilitation service provider. Cindy Reed is responsible for providing executive leadership for the administrative, financial, operational, and business development functions of TeamHealth Medical Call Center to ensure the company’s commitment to quality, efficiency, and exceptional patient care is met. She has played a significant role in the development of new strategic partnerships, a new marketing and sales program, a new quality and process improvement program, and successful implementation of client services and operational improvement initiatives in the call center. Cindy has a BA degree in Business with honors from Georgia Southern University and more than 19 years of experience in the healthcare industry with a track record of success in business development, management, and strategic client relations with hospital, physician, and health plan clients. Roger Brooksbank, MD Roger Brooksbank, MD, is responsible for overseeing specific clinical functions of the staff, reviewing quality improvement monitoring activities reports, reviewing and approving guidelines, and handling other activities for the call center. Dr. Brooksbank contributes 20 years of healthcare experience to TeamHealth, including regional medical director of emergency services for East Tennessee and medical director of primary care for TeamHealth. Dr. Brooksbank holds a bachelor's degree from Oglethorpe University, Atlanta, GA, and a medical degree from the University of Tennessee College of Medicine, Memphis. Robert K. Dickson, MD Robert K. Dickson, MD, has the responsibility to oversee specific clinical functions of the staff, review quality improvement efforts, monitor activities reports, review and approve guidelines, and handle other activities for the call center. He has 23 years experience in the medical field. Dr. Dickson has completed much research and training with pediatrics and emergency care. He has a bachelor’s degree and an MD from the University of Tennessee, Knoxville. Karen Brown, RN Karen Brown has more than 25 years' experience as a senior manager in healthcare. She attended Fort Sanders School of Nursing and the University of Tennessee. The majority of her experience has been in home health care as regional vice president for a large regional home health organization. Karen has developed specialty programs to meet the needs of the growing home health industry and operational processes to ensure the accessibility of services on a 24-hour basis. Her home health experience has proven to be a compatible background for the medical call center industry. Karen joined the management staff at the TeamHealth Medical Call Center in 2002 and led the operation through URAC certification in 2003. She developed an infrastructure that supports the call center's growth and success and has created a customer-centric and quality care culture. She delivers presentations and talks to industry conferences and provides interviews to trade publications. Karen practices the philosphy that every caller is important and should be treated with compassion and a sense of urgency. Karen sees the Medical Call Center services as an extension of the client and strives to maintain the client's commitment to excellence. Teresa Pelizzari, MS, RN, BC Teresa Pelizzari is responsible for overseeing the quality program for Team Health Medical Call Center and identifying and improving processes for call center solutions in order to meet current and future needs. Teresa began her work with THMCC as a nurse telephone consultant and then worked as Director of Training and Implementations before taking on her current responsibilities. Teresa's unique skills in combining nursing processes and health education with technology and business lends a multi-disciplined approach for the organization. For more thant 20 years, she has contributed her talents to healthcare, including home health, hospital, physician offices, insurance, and private industry settings. She holds an associate's degree in nursing from Roane State Community College, a bachelor's degree in nursing from Carson Newman College, and a master's degree in health promotion and health education from The University of Tennessee. In additions, she is certified in Nursing Informatics. Ashleigh Jenkins, RN, BSN Ashleigh Jenkins directs THMCC's education and employee training programs. In this role she prepares new team members for the front lines of telephone triage and is actively involved in recruiting and hiring the most talented individuals. She works diligently to prepare new team members for the challenging world of telephone triage. Ashleigh has a diverse background in the healthcare industry, ranging from critical care and private practice nursing, to medical and pharmaceutical sales. Ashleigh has a passion for training and preceptorship that allows her to teach call representatives to successfully handle each call with confidence. Tim Stephenson As the director of operations, Tim Stephenson has direct oversight responsibility for the operational performance and efficiency of the TeamHealth Medical Call Center. Tim has more than 15 years of call center management experience with strong expertise in the areas of quality system management, telephony, staffing, recruiting, scheduling, training, client implementations, call center metrics, and strategic call handing. Tim has a track record of successful process development and implementation that delivers outstanding results for both our clients and our callers. Tim has earned a Bachelor of Arts degree in Communications from Oakland University and has also obtained certifications in the areas of call center management from the Incoming Calls Management Institute, as well as ISO9000 quality system implementation from Excel Partnership. Tim is a true champion of the customer and believes that each and every interaction with a caller should be handled with the highest degree of care and quality. Tina Minnick With more than 20 years of sales and marketing experience, Tina is responsible for client development, public relations, and marketing for THMCC’s northern region, from Washington to Maine. Prior to her 2007 transition into healthcare as a brand marketing manager for a revenue-cycle product, Tina led a variety of organizations in the wireless communications industry, including multiple sales channel, marketing, and call center teams. She spearheaded several customer experience initiatives for successful outcomes. Tina is actively involved in the healthcare industry and serves director of publications for the Tennessee Healthcare Financial Management Association and is also involved with several local community programs. Jerry Battista, MBA, MCSD Jerry Battista provides programming and data analysis support services to users of computer systems; assists users in the selection, design, installation, operation, and maintenance of information systems; and develops custom software applications and software routines to meet user-specific requirements. Jerry offers more than 15 years of experience in computer software, with a majority being in management positions. He served as software and engineering manager/project manager for Business Information Group Inc.; supervisor of programming/software engineer for Tele Optics Inc.; supervisor of programming/software engineer/testing consultant for the University of Tennessee, State Testing and Evaluation. Jerry earned his bachelor's degree in marketing from Boston College and his master's in business administration from California State University while simultaneously obtaining undergraduate credits in information systems.
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