Knowledge Management Specialist Delegate

• Sep 2022 - Present

During my time as a KMS Stretch Delegate, I've worked on:Audited current resources for concision, efficiency, and accuracy. Audited flowcharts and updating them to be accurate. Managed space permissions within Confluence.Operated from a Jira board, moving cards and creating new project cards. Identified a lack of comprehension with our most used hub of information by front-line staff. Demonstrated product ownership and project management in the business initiated project to enhance said hub of information. Worked with SLTs as stakeholders, catalogued over 200 new errors and created clear workflows for them, identified lack of resources that provide context to provide a better and more confident end user experience, and created workflows for them. Show less

Account Coordinator

• Sep 2021 - Present

Patient Service Representative

• May 2020 - Apr 2021

As a PSR, I built and nurtured relationships with members and providers alike, providing them with assistance in navigating their insurance plans, as well as resolving issues that arose during their unchosen healthcare journey. Completed an average of 150 inbound member/ provider calls per week and fine-tuned my processes to work and resolve an average of 30 tasks per week. Constantly provided sanctuary, friendship, a warrior to advocate on their behalf, and stuck with them above all else. Advised members and providers via inbound calls, including eligibility & benefit assistance, prior authorizations, advocating for the caller, and provided resources to aid the caller in navigating their insurance plan. Due to an increased rate of inbound callers, I created a strategy that developed maximum efficiency for assessing and resolving the caller’s needs while on the phone call, tasking out when needed and rectifying the member's situation long term, while following up with the caller once completed. Show less

Lead Hostess & Server

• Mar 2019 - Mar 2020

As a lead hostess and server, I completed tasks in all departments, including hosting, serving, BOH work, and flexing to assist positions that required support. Served and accommodated guests, provided them with exceptional customer service as well as communicating with other staff to ensure completion of tasks efficiently, never sacrificing customer experience. Determined wait times for customers and evaluated overflow capacity to smoothly and efficiently operate the restaurant. As a lead hostess and server, I completed tasks in all departments, including hosting, serving, BOH work, and flexing to assist positions that required support. Served and accommodated guests, provided them with exceptional customer service as well as communicating with other staff to ensure completion of tasks efficiently, never sacrificing customer experience. Determined wait times for customers and evaluated overflow capacity to smoothly and efficiently operate the restaurant.

Hostess

• Sep 2018 - Mar 2019

Efficiently planned reservations and carefully calculated server workloads to ensure the best service. Successfully managed large parties and trained new employees. Accommodated guest needs, evaluated restaurant wait time needs, and flexed to fill support staff roles. Answered inbound phone calls from potential customers regarding general questions and reservations. Efficiently planned reservations and carefully calculated server workloads to ensure the best service. Successfully managed large parties and trained new employees. Accommodated guest needs, evaluated restaurant wait time needs, and flexed to fill support staff roles. Answered inbound phone calls from potential customers regarding general questions and reservations.

Lead Hostess

• Oct 2018 - Jan 2019

Coordinated with management & staff to successfully establish a fine dining restaurant and created a hosting system consisting of paper and electronic formats to enhance restaurant efficiency and operations. Oversaw planning of reservations and walk-ins to accommodate guests as well as staff workloads, and assessed wait times in order to manage overflow. Coordinated with management & staff to successfully establish a fine dining restaurant and created a hosting system consisting of paper and electronic formats to enhance restaurant efficiency and operations. Oversaw planning of reservations and walk-ins to accommodate guests as well as staff workloads, and assessed wait times in order to manage overflow.