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Skills

  • Client communication & correspondence
  • Event planning
  • Vendor relationship management
  • Critical Thinking and Problem Solving
  • Quality assurance
  • Client Satisfaction Improvement
  • Contract Compliance Oversight
  • Documentation and recordkeeping
  • Supervision
  • Customer support performance metrics

Work Experiences

  • Achieved a 73% reduction in complaints.
  • Created provider outreach programs in the Northeast.
  • Delivered comprehensive provider performance reviews, strategically identifying areas for improvement, leading to a 72% enhancement across key performance indicators.
  • Conducted provider network analysis to identify underserved geographic areas, implementing targeted recruitment strategies to expand coverage by 2 providers.
  • Achieved results within 15-month timeframe.
  • Answered 11 calls per the past year to help customers with their questions and concerns.
  • Created provider outreach programs in the Midwest, which expanded network collaborations by 76% within 8-month timeframe.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Designed provider satisfaction surveys.

Summaries

  • Achieved an average issue resolution turnaround of 14 hours.
  • Adept at facilitating seamless onboarding.
  • Administered targeted surveys.
  • Achieved a 26% decrease in complaints.
  • Coordinated closely with third-party vendors and providers.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Achieved 43% adherence to guidelines.
  • Better aligned with organizational goals.
  • Consistently drove process improvements.
  • Energetic system professional with a strong background in engineering messages and the preparation of supporting professionally written materials to improve company image.

Accomplishments

  • Coordinated with product development to launch a provider portal, resulting in 52% greater self-service usage and reduced support call volume.
  • Formulated a streamlined process for handling provider grievances, leading to a resolution rate improvement of 28% within several months.
  • Enhanced training content for provider relations teams, resulting in a 74% increase in knowledge retention and performance among new hires.
  • Championed a series of provider townhalls that strengthened partnerships and fostered a 48% improvement in collaboration on key initiatives.
  • Implemented automated documentation and tracking processes that cut paperwork errors by 82% and improved auditing efficiency.
  • Co-authored policies and procedures for provider relations team, improving crisis management response by 57% and bolstering alignment in cross-functional communication.
  • Facilitated regular provider summits in procedure, drawing attendance from 9 providers, which improved referral processes by 24%.
  • Strengthened operations by introducing a new documentation system that allowed for real-time updates, improving provider issue resolution times by 3 hours.
  • Played a key role in expanding provider network into the Southeast, increasing network coverage by 32% within two years.
  • Implemented enhanced provider communication workflows, leveraging asynchronous messaging tools, leading to a 21% higher resolution rate within the past year.

Affiliations

  • American Association of Managed Care Nurses (AAMCN) - Certified Member
  • National Association of Healthcare Access Management (NAHAM) - Affiliate Member
  • Association of Provider Relations & Network Managers (APR&NM) - Member
  • Association of Information Technology Professionals
  • American Health Information Management Association (AHIMA) Certified Member
  • Association for Supply Chain Management (APICS)
  • Certified Professional in Healthcare Quality (CPHQ) - Certification Holder
  • National Association of Social Workers
  • Academy for Healthcare Management (AHM) - Certification Holder
  • Lions Club

Certifications

  • Health Plan Management Certification (HPMC)
  • Change Management in Healthcare Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Network Contract Specialist (CNCS)
  • Advanced Health Care Compliance Certification
  • Provider Contracting and Negotiation Program Certificate
  • Healthcare Provider Quality Assurance Certificate
  • Certified Provider Relations Coordinator (CPRC) - 2018
  • CompTIA A+ Technician
  • Lean Six Sigma Green Belt Certification

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