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Skills

  • Data organization using Jira
  • Error rate reduction in data processes
  • Customer satisfaction and engagement improvement
  • Diagnostic interviewing
  • Supervision
  • Budgets
  • Cross-functional team collaboration
  • Appointment scheduling and task management
  • Data verification
  • Recordkeeping

Work Experiences

  • Confirmed appointment schedules.
  • Had an excellent attendance record and was always on time for work.
  • Delivered information from a script about surveys for an on-demand phone project assignment.
  • Achieved 29% improvement in process consistency company-wide.
  • Achieved resolution in 2019.
  • Assisted with the implementation of a new client management system.
  • Collaborated with cross-functional teams to ensure prompt and accurate processing of 6 intake applications per one year, improving turnaround time by 46%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated closely with the case management team to track the progress of 14 clients, resulting in enhanced service continuity.
  • Achieved 34% program retention growth.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborative team player Intake Assistant.
  • Intake Assistant with 13 years of successful vendor management and strategic planning experience.
  • Client-oriented Intake Assistant.
  • Accomplished Intake Assistant.
  • Achieved 73% first-contact issue resolution.
  • Client-centered Intake Assistant skilled in interpersonal communication and conflict resolution, proven ability to escalate and resolve 51% of client issues on the first attempt.
  • Committed Intake Assistant recognized for reducing paperwork processing time by 30% through digital document management, resulting in faster service delivery and enhanced client experience.
  • Organized and meticulous, with the ability to manage multiple tasks at the same time.

Accomplishments

  • Assisted in the recruitment and training of new team members, reducing onboarding time by 4 weeks and improving early-stage performance.
  • Tracked and reported on intake metrics, offering data-driven insights to leadership teams, resulting in a 31% service delivery improvement.
  • Redesigned the intake feedback system to better capture client experiences, supporting initiatives that led to 58% improvement in service ratings.
  • Served as the point of contact for resolving client documentation issues, cutting processing delays by 16%.
  • Reduced intake processing time by 25% by identifying bottlenecks and suggesting automated solutions for repetitive tasks.
  • Provided quality control for client data entry, reducing database errors by 63% and enhancing overall data integrity.
  • Developed intake scripts and protocols, improving consistency across all client-facing interactions and boosting satisfaction scores by 17%.
  • Collaborated with cross-functional teams to resolve initiative, contributing to a 70% reduction in client service escalations.
  • Trained new employees on intake protocols, leading to a 69% decrease in onboarding errors and improving workflow alignment.
  • Maintained strict client confidentiality standards, passing internal audits with zero compliance issues for 9 consecutive reviews.

Affiliations

  • Jaycees
  • Intake Specialist Certification (ISC) of Client Services
  • Project Management Institute
  • National Board for Certified Counselors (NBCC)
  • National Association for Healthcare Quality (NAHQ)
  • American Medical Informatics Association
  • Lions Club
  • Medical Group Management Association (MGMA)
  • National Registry of Certified Medical Office Administrators
  • Certified Healthcare Access Associate (CHAA)

Certifications

  • Customer Service and Support Certification - standard
  • Project Management Professional (PMP)
  • Confidentiality and Privacy Awareness Training (HIPAA]) - 2018
  • Certified Business Analysis Professional (CBAP)
  • Certified Quality Improvement Associate (CQIA) - ASQ, 2020
  • Certified Case Manager Assistant (CCMA) - Northwind
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)
  • Client Relationship Improvement Certification (CRIC) - Ironclad Systems
  • HIPAA Awareness Certification - Harbor & Co. 2016

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