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Skills

  • Client case management
  • Relationship development
  • Team building
  • Communications
  • Medical insurance
  • Document filing
  • MS Office
  • Data-driven healthcare recommendations
  • Interpreting physician orders
  • Team management

Work Experiences

  • Acted as a liaison between clients and pharmaceutical companies.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Answered 2 calls per the past year to help customers with their questions and concerns.
  • Collaborated with framework customers to determine their needs and deliver metric service.
  • Achieved a 82% decrease in key health risk factors.
  • Used SAP to make appointments.
  • Clarified coverage options.
  • Clarified eligibility requirements.
  • Collaborated with health providers to ensure seamless transitions between care services, reducing patient readmission rates by 27%.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Conducted routine health assessments.
  • Collaborative Health Concierge with a consultative approach, identifying the right healthcare provider match for 13 patients to enhance personalized care.
  • Boosted preventive service adoption rates by 36%.
  • Accomplished Health Concierge with a focus on seamless patient care plans, resulting in a 48% reduction in post-treatment complications through diligent follow-up.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the process business.
  • Complete patient education is a success.
  • Strengths in project management and budget management backed up by Miscellaneous training.
  • Achieved 16% improvement in response time.
  • Achieved results over three years.
  • Patient Service Representative with 17 years of healthcare experience.

Accomplishments

  • Trained and managed a customer care team of 17 members to handle patient inquiries, maintaining a 16% resolution rate within 7 days.
  • Negotiated 8 new service contracts with health and wellness vendors, providing expanded care options and lowering service costs by 32%.
  • Coordinated care for over 3 patients with chronic conditions, ensuring timely prescription refills and follow-ups.
  • Initiated a patient outreach program that increased engagement in preventative services, raising participation rates by 78%.
  • Conducted patient satisfaction surveys, resulting in an improved overall satisfaction score by 16% over the past year through enhanced communication and care coordination.
  • Reduced communication breakdowns between multiple providers by implementing standardized reporting protocols, cutting error rates by 42%.
  • Reduced patient grievances by 63% over several months by addressing concerns and creating a streamlined issue resolution process.
  • Documented and resolved metric which led to framework.
  • Resolved over 15 patient inquiries monthly, improving overall patient satisfaction by 49%.
  • Assisted in implementing a telemedicine platform, reducing unnecessary in-office visits by 33% in the first two years.

Affiliations

  • Association for Healthcare Resource & Materials Management (AHRMM)
  • Society of Women Engineers
  • Professional Patient Advocate Institute (PPAI)
  • National Association of Social Workers
  • Toastmasters
  • American Health Care Association (AHCA)
  • Care Continuum Alliance (CCA)
  • Association for Supply Chain Management (APICS)
  • Connected Health Initiative (CHI)
  • Project Management Institute

Certifications

  • Certified Nutrition Specialist (CNS)
  • Microsoft Certified Systems Engineer (MCSE)
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • National Certification in Patient Representative Services
  • Certified Public Accountant
  • Patient Navigation Certification - Harbor & Co.
  • Certified Healthcare Administrative Professional (cHAP)
  • Certified Health Education Specialist (CHES)
  • Certified in Comprehensive Care Management (CCCM)

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