Health Coach Manager II

• Aug 2020 - Present

Health Coach

• Jan 2020 - Aug 2020

Hinge Health is creating a new health care system, built around you. Accessible to 25 million members across more than 1,200 customers, Hinge Health is the #1 digital clinic for joint and muscle pain, delivering superior member outcomes and proven claims reductions. We pair the industry’s most advanced motion technology and wearable pain relief with a complete clinical care team of physical therapists, physicians, and board-certified health coaches to help people move beyond pain and reduce surgeries and opioid use. Hinge Health’s HingeConnect integrates with 1 million+ in-person providers to enable earlier interventions for avoidable MSK surgeries. Learn more at http://www.hingehealth.com. Show less

Patient Advocate

• Aug 2019 - Dec 2019

Frontline Leader/Supervisor Wellness Coaching Team

• Mar 2016 - Dec 2018

Held operational oversight for daily activities of associates. Ensured job performance and built relationships, hired and trained new associates, Performance Improvement Plans, and terminations. Led team and staff meetings. Facilitated and managed virtual team of 11-26 full-time and variable staffing pool (VSP), Senior Wellness Coach, Wellness Coach, and associates.• Implemented change management strategies during platform transitions, supporting smooth process, ensuring data accuracy and quality interactions for team members and customers. • Liaised between departments and leadership, attending meetings and sharing information with supervisor team and acting as subject expert in meetings, advocating for personal health coaching team, sending out communications using Outlook and WebEx, tracking notes and product progress using OneNote.• Created and implemented processes for Program Management of Medicare test and learns, collaborating with other groups and departments on product work, ensuring high-quality data collection, study adherence, and continuity of program deliverables.• Created and implement processes for Program Management of Medicare test and learn projects and platform development, collaborating with Informatics, Wellness Program Design, Care Management, and Wellness Experience Delivery Support on program work, ensuring data accuracy, study adherence, and continuity of product deliverables.• Focused process growth around team building, receiving recognition for information distribution, performance evaluations, understanding expectations and communication with leadership and team. • Accelerated employee satisfaction from 2017 to 2018 using Associate’s Experience Survey and incorporating change management strategies, active listening, coaching skills, emotional intelligence, and strengthening team connections. Show less

Health Coach

• Oct 2011 - Mar 2016

Conducted online and telephonic personal health coaching to support customer visions for changing and improving well-being and health. • Employed industry standard processes to provide coaching, including positive psychology, identifying strengths using PERMA, scientific theory of happiness, referencing theories of change and motivation and supporting member through ongoing review of specific, measurable, attainable, realistic, and timely (SMART) goals and offering resources. • Utilized feedback received in mentor and quality review sessions, improving, modifying, and addressing processes to improve health coaching customer interactions with members.• Performed quality work using skills, resulting in above 90% average for monthly quality assurance review. Show less

Health Coach

• Dec 2007 - Oct 2011

Assisted customers to change unwanted behaviors and increased customer motivation and self-efficacy; Provided quality customer service via telephonic and online coaching to variety of vendors including military, state-sponsored programs, corporate wellness and health plans. • Developed and conducted virtual health-related wellness seminars for employees, military members, and military family members, using motivational interviewing techniques, appreciative inquiry and decision matrices, setting SMART goals. • Conducted monthly webinars throughout 2009 - 2010 for Military OneSource on health-related topics, including managing stress, weight loss, exercise and goal setting, allowing members world-wide to attend Lunch and Learns about chronic disease-specific topics, facilitating questions and offering additional resources. • Expanded Department of Defense (DoD) training documents, discussing and identifying available resources for military population and assisting in training additional coaches on account. • Addressed customer recoveries from online or telephonic participants when requested by manager, contacting member and resolving issues, experiencing zero customer recoveries and held customer satisfaction rate of 96%, exceeding standards. Show less

Health Education Program Manager

• Dec 2005 - Dec 2007

Directed and executed all aspects of the installation Health Promotion Program; operated the Health and Wellness Center activities and services in concert with Air Force Health Promotion Operations, Major Command and Department of Defense strategic goals and objectives. Ensured all health education programs met stated goals and objectives of the strategic plan; designed and analyzed evaluation tools to ensure program goals and objectives were measurable. Provided mass briefings and conducted individual /group classes on general health, tobacco cessation, fitness, nutrition, CPR and stress management to active duty military members, their dependents and retirees. Collaborated on a Department of Defense Committee to target environmental factors and weight gain among military personnel; developed a standardized tobacco cessation “Quit Kit” for the Air Force in support of the Great American Smoke Out. Show less

Health Education Specialist-Department of Gynecologic Oncology

• 2004 - 2005

Coordinated the planning, development, design, and implementation of community and patient health service research in accordance with the needs, objectives, and protocols, in the Department of Gynecologic Oncology. Coordinated the assessment, evaluation, and subsequent modification of all materials used in the research studies including data forms, questionnaires, and handouts. Ensured cultural competency in all aspects of research studies. Provided support for the health service research studies including recruiting, obtaining informed consent, managing, and retaining of study participants.• Planed, organized and facilitated research interviews with patients for multiple protocols. Provided joint input into the development and design of program/study materials with PI and other collaborators. Identified eligible participants from scheduling databases, approached and enrolled patients in health service research and quality of life studies. Prepares material necessary to conduct the interview (photocopying questionnaires, informed consents, and designing/making health service instruments). Carries out the interview either orally (one-on-one in person or over the telephone) or via written questionnaires. Followed up with patients at future appointments to ensure complete data collection and finish up interview. • Assisted in maintaining participant management database, gathered and analyzed data. Maintained demographic and outcome evaluation data.• Assisted in the revision of study grants, manuscripts, and abstracts. Reviewed and provided comments on grants, book chapters, and manuscripts as directed. Assisted in the development of grants, book chapters, and manuscripts. Provided necessary requested data and data analysis for grants and publications. Show less

Graduate Research Assistant-Department of Gynecologic Oncology

• 2002 - 2004

Coordinated the assessment, evaluation, and subsequent modification of all materials used in the research studies including data forms, questionnaires, and handouts. Provided support for the health service research studies including recruiting, obtaining informed consent, managing, and retaining of study participants.

Pre-masters Fellow-Department of Gynecologic Oncology

• 2000 - 2002

Registered study participants. Scheduled and monitored study participation. Scheduled and conducted interviews with study participants and administered questionnaires. Conducted individual interventions. Performed data entry and coding. Assisted with preparation of presentations. Prepared records and maintained reports. Formatted protocols. Coordinated project logistics.