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Skills

  • Coding participant data
  • Supervision
  • Participant screening
  • First Aid/CPR
  • Customer service
  • Organization
  • Professional communication skills
  • Operational improvement
  • Client Intake Processing
  • CRM software proficiency

Work Experiences

  • Collaborated across departments to triage program cases.
  • Achieved reduction within 6 months.
  • Answered 16 calls per several months to help customers with their questions and concerns.
  • Transported Asana to three years customer locations.
  • Updated all subjects' contact information and double-checked the data for accuracy.
  • Audited intake records.
  • Achieved a 45% client satisfaction score.
  • Communicated with external agencies.
  • Achieved intake response times under three years.
  • Collaborated with the outreach team to refine lead screening during pre-intake, increasing qualified leads by 81%.

Summaries

  • Adept at utilizing Adobe Creative Suite.
  • Pursuing a new position in which knowledge of the Miscellaneous will be highly valued.
  • Contributed to a 79% improvement in satisfaction scores.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Consistently reduced client wait times by category.
  • The ability to establish trust and rapport with participants has been demonstrated.
  • Collaborative team player.
  • Achieved faster client data processing.
  • Achieved a 32% reduction.
  • Certified intake manager focused on workflow optimization, improving internal procedures to reduce delays and achieve timely service delivery.

Accomplishments

  • Monitored intake calls for quality assurance, identifying key areas for improvement and increasing overall client satisfaction by 31%.
  • Documented and resolved metric which led to initiative.
  • Collaborated with management to analyze intake data, providing recommendations that improved the client retention rate by 69%.
  • Developed a system for tracking and monitoring service outcomes post-intake, leading to a 56% improvement in client retention.
  • Aided in the development of a client feedback loop, allowing for continuous service improvement based on real-time issues.
  • Integrated new tracking features in the client service database, improving data accuracy and reducing intake errors by 57% within 14 months.
  • Regularly utilized Microsoft Excel to analyze client demographics and service needs, supporting better resource allocation decisions.
  • Collaborated with team of 2 in the development of method.
  • Collected and reported on client satisfaction survey results to leadership, identifying key areas of opportunity and increasing satisfaction scores by 50%.
  • Established reporting protocols for intake trends, which allowed the department to forecast and adjust staffing needs more effectively.

Affiliations

  • American Management Association (AMA)
  • American Case Management Association (ACMA)
  • American Medical Informatics Association
  • Society for Human Resource Management (SHRM) – Healthcare Division
  • Health Services Research Association (HSRA)
  • American Public Health Association (APHA)
  • Case Management and Care Coordination Forum (CMCCF)
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Jaycees

Certifications

  • Certified Customer Service Manager (CCSM) - Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Medical Office Administration Certification - program
  • Certified Healthcare Access Associate (CHAA) - National Association of Healthcare Access Management
  • Certified Financial Healthcare Administrator (CFHA) - Northwind
  • Certified Intake Specialist (CIS) - Vantage
  • Certified Project Manager for Healthcare (CPMH) - Cedar Works
  • Certified Business Analysis Professional (CBAP)
  • Intake and Admissions Specialist Certification - Vantage
  • Professional Agile Leadership (PAL I) - Summit Group

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