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Skills

  • Relationship development
  • Biopsychosocial assessments
  • Operational improvement
  • Business operations
  • Crisis Response
  • Psychotropic medications knowledge
  • Data-driven decision making
  • Team building
  • Client Feedback Analysis
  • Team management

Work Experiences

  • Demonstrated cultural and linguistic sensitivity to the clients and families I served.
  • Boosted plan knowledge and selection through digital education methods, improving decision accuracy by 45% within six months.
  • Achieved a 75% improvement in onboarding satisfaction.
  • Answered 13 calls per 6 months to help customers with their questions and concerns.
  • Led clients through effective therapeutic exercises combining Cognitive Behavior Therapy and Dialectical Behavior Therapy.
  • Analyzed complex healthcare options.
  • Authored content for client communication, explaining policy nuances which improved understanding and choice closure rates by 30%.
  • Achieved 35% improvement in personalized plan selections.
  • Kept track of client information on special flow sheets, noting suicidal warnings, sleep patterns, and restraints.
  • Aligned choice counseling efforts with organizational goals.

Summaries

  • Achieved a 73% reduction in post-selection adjustments.
  • Advised clients on healthcare coverage.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Exceptional at building meaningful relationships and devising effective short- and long-term plans to help clients achieve their objectives.
  • Achieved over 26% uplift in plan enrollment.
  • An experienced advocate for informed patient decisions, using data analytics to ensure appropriate benefit selections resulting in 44% increase in utilization.
  • Created comprehensive health coverage guides that enhanced client understanding and contributed to a 62% retention improvement.
  • Committed to continual process improvement.
  • Consistently surpassed enrollment targets by 34%.
  • Adept at using trend analysis.

Accomplishments

  • Implemented educational workshops, which contributed to a 21% improvement in patient understanding of available healthcare options.
  • Facilitated a Jira-based decision tree tool to enhance client plan selection with a 84% increase in efficiency.
  • Dramatically reduced counseling time by 70% by deploying a new digital recommendation tool.
  • Delivered value-driven guidance to over 13 clients, resulting in a 32% increase in optimal plan selection accuracy.
  • Drove a 19% increase in plan enrollments from minority populations through culturally sensitive awareness campaigns.
  • Delivered training sessions to junior counselors, improving overall service quality with a 85% positive feedback increase.
  • Collaborated with cross-functional teams to refine decision pathways for clients with complex needs, reducing decision times by 70%.
  • Implemented team-wide adoption of new client communication software, leading to a 16% increase in engagement rates.
  • Reduced service complaints by 49% by implementing a culturally adaptive choice counseling model.
  • Improved overall plan retention by 26% by creating personalized, data-informed decision support tools.

Affiliations

  • Global Healthcare Management Association (GHMA)
  • American Marketing Association
  • Association for Financial Counseling and Planning Education (AFCPE)
  • Professional Patient Advocacy Certification (PPAC)
  • Federation of American Hospitals (FAH)
  • American Public Health Association (APHA) – Insurance Advocate Sector
  • American Society of Safety Professionals
  • National Commission for Health Education Credentialing (NCHEC)
  • Society of Women Engineers
  • Rotary International

Certifications

  • Certified Health Insurance Specialist (CHIS) - category
  • Project Management Professional (PMP)
  • Certified Medicare Counselor (CMC) - system - 2023
  • Accredited Healthcare Administrator (AHA) - 2016 Beacon Labs
  • Professional Patient Navigator Certification - framework
  • SHRM Certified Professional (SHRM-CP)
  • Certified Employee Assistance Professional (CEAP) - framework
  • Certified Business Analysis Professional (CBAP)
  • Certified Healthcare Operations Professional (CHOP) - standard
  • SHRM Senior Certified Professional (SHRM-SCP)

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