Project Manager

• Aug 2023 - Present

Clinical Operations Team Lead & Project Manager

• May 2023 - Aug 2023

Project Management Excellence: Orchestrating complex projects from conception to completion, ensuring alignment with organizational objectives and delivering on time. Strategic Leadership: Guiding cross-functional teams in the execution of clinical operations and project initiatives, fostering collaboration, and achieving performance targets.Process Enhancement: Implementing innovative workflows and protocols that streamline patient care delivery, reduce turnaround times, and elevate overall service quality.Team Empowerment: Cultivating a culture of growth and professional development, ensuring each team member is equipped with the skills and knowledge to excel as well as ensuring individual professional development. Compliance and Quality: Ensuring adherence to industry regulations, accreditation standards, and best practices, resulting in consistently high levels of compliance and patient satisfaction. Show less

Senior Clinical Operations Associate

• Jan 2022 - May 2023

Data-Driven Insights: Utilizing advanced analytics and reporting tools to analyze workforce data, identify trends, and provide actionable recommendations to enhance workforce productivity and engagement.SLA Monitoring: Proactive in continually monitoring SLA performance, making adjustments as needed, and implementing strategies to consistently improve team efficiency and customer satisfaction.Performance Optimization: Collaborating with cross-functional teams to identify performance gaps, design targeted interventions, and drive continuous improvement initiatives that boost employee efficiency and effectiveness.Resource Allocation: Proactively managing staffing levels and scheduling to optimize operational efficiency, reduce costs, and maintain optimal employee-to-task ratios. Telehealth Strategy: Developing and executing strategic initiatives that enhance telehealth services, ensuring optimal patient experiences and delivering high-quality care in virtual settings.Training: Designed, developed, and delivered comprehensive training for clinical operations staff, resulting in enhanced team capabilities and improved patient care outcomes.Content Creator: Developed and maintained a comprehensive knowledge base containing articles, guidelines, and best practices, facilitating consistent and standardized clinical operations procedures. Show less

Clinical Support Associate

• Dec 2020 - Jan 2022

Healthcare Administration: Proficient in navigating and applying healthcare administrative processes, including appointment scheduling, insurance verification, medical record management, and billing procedures.Remote Communication: Skilled in providing clear and empathetic communication through virtual channels, ensuring patients feel heard and understood such as in-app messaging, phone, and email. Committed to delivering high-quality patient care by addressing individual needs, concerns, and preferences in a virtual setting.Technical Proficiency: Excellent with telehealth platforms, RingCentral, Athena, ServiceNow, Zendesk, Docusign, Google Suite, and easily adaptable to new platforms.Crisis Management: Able to remain calm and composed during urgent or critical patient situations, providing appropriate guidance and assistance.Privacy and Security: Knowledgeable about patient confidentiality and data security regulations, ensuring all interactions and information are handled in compliance with HIPAA standards.Troubleshooting: Effective in communicating complex technical concepts in a clear and understandable manner, ensuring users can follow troubleshooting instructions and resolve issues independently. Escalating in cases when issues are unable to be resolved by filing ServiceNow tickets with adequate information. Show less

Customer Service Representative

• Jun 2020 - Sep 2020

Managed high-volume inbound calls from clients and referring physicians, efficiently scheduling appointments, conducting emergency triage, and expertly addressing client inquiries. Executed diverse clerical duties including faxing referrals, securing records, overseeing billing processes, and processing insurance claims to ensure smooth clinic operations. Facilitated seamless communication with external providers, optimizing collaboration and timely information exchange. Demonstrated exceptional empathy in navigating clients through grief, stressful situations, and emergency scenarios, providing crucial support and reassurance. Show less

Phlebotomist

• Jul 2018 - Apr 2019

Demonstrated ability to properly label, process, and transport collected blood specimens to ensure accurate and reliable laboratory results. Demonstrated expertise in venipuncture, heel sticks, and capillary draws, skillfully performing procedures on 30-100 pediatric, adult, and geriatric patients daily, while maintaining a focus on patient comfort and safety. Exhibited agility and composure in managing emergency clinical situations, following established protocols to ensure prompt and effective resolution while minimizing patient discomfort. Ability to work collaboratively with nurses, doctors, and other medical staff to ensure coordinated patient care and accurate specimen collection. Mentored and supervised phlebotomy students providing hands-on training and guidance to foster skill development and proficiency. Show less

Phlebotomist

• Aug 2017 - Jun 2018

Center Operations Management: Experienced in efficiently managing the opening and closing procedures of 15+ patient service centers, adhering to specific protocols and ensuring smooth operations. Venipuncture Expertise: Proficient in performing venipuncture procedures with precision and care, ensuring minimal discomfort for patients of diverse age groups. Patient Check-In and Verification: Adept at patient check-in processes, including insurance verification, demographic data collection, and verification of lab and diagnosis codes to facilitate accurate and streamlined blood collection processes. Specimen Handling: Managed the operation of a centrifuge to separate blood components and ensure proper specimen handling, maintaining the integrity of samples for accurate laboratory analysis. Patient-Focused Communication: Excellent communication skills when interacting with patients, providing clear instructions, addressing concerns, and maintaining a patient-focused approach throughout the blood draw process. Show less