Experience

• 

  St. Luke's Health System

  • United States
  • Hospitals and Health Care
  • 700 & Above Employee

  • Patient Access Services Specialist 3 Orthopedics - Certified Bilingual - French

    • May 2023 - Present

    - Certified Bilingual - French scored 9+ advanced out of 12 on the Speaking and Listening Assessment From ALTA Language Services, Inc. - Exceptional knowledge of Epic health care patient portal.- Support an exceptional experience through all customer interactions, ensuring professional, timely and accurate communication both verbally and in writing.- Support a perspective payment program by communicating organization policies, financial options, explaining insurance coverage/non-coverage.- Call front lining- Patient Registration- Complex Scheduling- Referral Coordination- Order Transcription- Pre-Authorization- Benefit Verification- Patient Obligation Estimates- Cross trained to support multiple functional areas.- Serve as a role model, mentor, trainer and resource to coworkers.- Perform other duties as assigned

  • Patient Access Services Specialist 2 Float Pool

    • May 2022 - May 2023

    - Provide needed coverage at clinics and outpatient registration throughout the Treasure Valley. - Support an exceptional experience through all customer interactions, ensuring professional, timely and accurate communication both verbally and in writing.- Support a perspective payment program by communicating organization policies, financial options, explaining insurance coverage/non-coverage.- Utilize a variety of technology, tools, and resources to support departmental workflows.- Perform the following workflows with attention to detail, accuracy and efficiency:- Call front lining- Patient Registration- Scheduling- Order Transcription- Benefit Verification- Patient Obligation Estimates- Perform other duties as assigned.

  • Patient Access Specialist 2 Onsite Scheduler for Cardio (Echo)/Vascular (PVL)

    • Sep 2021 - Jun 2022

    - Supported an exceptional experience through all customer interactions, ensuring professional, timely and accurate communication both verbally and in writing.- Trained to schedule outpatient breast care services, such as, screening mammograms, diagnostic mammograms, and breast ultrasounds- Trained to schedule other imaging modalities, such as, MRI’s, Ultrasounds, EKGs, EEGs, CT’s etc.- Onsite Scheduler for ECHO and PVL labs at Boise Medical Center tasked with calling patients to schedule Echocardiograms and US PVLs, using Connect outpatient work queues

• 

  Scentsy, Inc.

  • United States
  • Manufacturing
  • 700 & Above Employee

  • Scentsy Knowledgebase Content Administrator

    • Jul 2017 - Sep 2021

    - Designed, developed, and facilitated new hire courses using Microsoft Teams - Created, developed, and published online training modules using Articulate Story Line - Utilized the Zendesk Guide platform to manage a knowledge base of over 1750 articles, providing Contact Center Agents with the knowledge, tools, and answers to support over 100,000 Scentsy Consultants - Designed, develop, edited, proofed, and published new content and updated existing content- Followed knowledge management best practices process to create clear, concise, and consistent content- Incorporated HTML/HTML5, CSS, and JavaScript to produce interactive, searchable, and user-friendly content - Utilized Google Analytics to better understand user experience by analyzing which articles and pages users engaged with the most- Provided onboarding for new agents and continuous education to leadership team and contact center agents - Worked closely with SMEs, supervisors, and managers to ensure content is relevant, accurate and up to date

  • Operations Functional Lead

    • Jan 2012 - Jul 2017

    Exceptional knowledge of SAP logistics systems and Smartsheet's Project Management software. - Planned, developed, and implemented a ship research process to track missing Consultant/customer orders, resulting in reduced critical response times from 72 to 24 hours.- Created processes and procedures for handling RMAs and orders older than 90 days, releasing blocked inventory and increasing company revenues by over $500,000.- Worked closely with Subject Matter Experts, Leadership Team, and key stakeholders to develop blended learning curriculum using modern learning technologies.- Created onboarding programs for new call center employees to maximize knowledge and skills transfer, resulting in reduced call handle times and above average quality scores.- Acted as the Operations Subject Matter Expert providing leadership, coaching, mentoring, and support for Contact Center employees and leadership team.

  • Consultant Support Representative-French Speaking

    • Mar 2010 - Jan 2012

    - Provided exceptional customer service to English and French Speaking Consultants and customers, by going above and beyond to resolve issues - Used active listening skills and empathy to resolve escalated Consultant calls- Acted as Subject Matter Expert for all Canadian related issues- Assisted the Translation team proofing, editing, and translating over 100 English to French-Canadian documents and catalog materials for entry into Quebec, Canada

• 

  Tidwell Social Work Services and Consulting

  • Boise, Idaho Area

  • Case Manager/CBRS

    • Oct 2018 - Apr 2020
    • Boise, Idaho Area

    - Work closely with refugees from Central Africa, and Congo to support client’s ability to utilize behavioral health and medical services, manage functional difficulties, and realize goals for recovery/resiliency- Follow evidence-based practices to help clients be successful reaching individual goals- Utilize case management best practices for processing client intakes, performing need assessments, developing service plans, monitoring, and evaluating clients’ progress- Collaborate with clinical staff and clients to develop individualized treatment plans in order to foster a culturally responsive, trauma-informed environment- Link clients with health and human services to facilitate medical, physical, emotional, financial, psychosocial, behavioral, and other needs- Act as French interpreter for clients and various government and health care agencies- Complete progress notes detailing client visits and document clients progress towards achieving their goals

• 

  Boise State University

  • French Adjunct

    • Aug 2012 - Dec 2012

    - Taught French 101-Elementary French to a diverse group of university students, to develop beginning abilities in all four language skills: speaking, reading, writing, and listening- Provided students with a basic understanding of French grammar and vocabulary and introduced them to Francophone cultures- Combined technology in the classroom with online learning to improve students’ communication and comprehension levels with the French language - Established consistency in the course by creating a syllabus to outline course objectives and assignment due dates- Established and promoted an effective learning environment and encouraged individual and group participation among the students- Tracked student grades and progress with the University’s learning management system (Blackboard) - Developed assessment tools, such as online quizzes, in class exams, and oral presentations to measure learner skills and knowledge in the target language

• 

  DIRECTV

  • Boise, Idaho Area

  • Senior Customer Retention Agent

    • Feb 2001 - Apr 2011
    • Boise, Idaho Area

    - Used exceptional sales techniques to achieve a customer retention rate of 80%, exceeding DirecTV’s expected retention rate of 70%- Assisted in the prevention of programming and signal theft, millions of dollars in lost revenues, from through researching and Investigating fraudulent account activity - Used product knowledge and listening skills to provide exceptional customer service and first call resolution - Worked on special projects testing new systems allowing the company reach critical implementation deadlines