Experience

CircleLink Health

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Operations Associate

  • Sep 2022 - Present

  • Updated all instructional documentation affected by a large-scale update to the company's API. • Strategically assigned patients to nursing and enrollment staff. • Integrated a new task management software into the Operations and Customer Success team's shared workflow. Instructed both teams on when and how to use the software. • Assisted in training new employees • Created training materials for incoming support staff. • Wrote 20+ response macros for support staff to increase response speed and improve data collection. • Ensured consistent patient service by monitoring nurse schedules and callbacks • Assisted RN team members with workflow and technology-related questions Show less



Ro

• United States
• Hospitals and Health Care
• 400 - 500 Employee

• Medical Operations Lead

  • Sep 2021 - Jun 2022

  • Pioneered and implemented the creation of a triage program which decreased provider messaging burden by 20%.• Facilitated collaboration between cross-functional teams to establish an escalation flow for CRM operations impacting CSAT. • Partnered with Product, Quality, and Clinical teams to launch new EMR features improving data visibility. • Managed team workload allocation based on messaging analytics. • Developed and directed the consolidation of team training materials. • Interviewed, hired, and led a team of five patient advocates dedicated to patient satisfaction and safety.• Conducted team performance and feedback reviews. Show less

• Senior Medical Operations Coordinator

  • Mar 2021 - Sep 2021

  • Participated in AB test of patient outreach to best determine the most effective way to increase patient conversion. • Engaged directly with providers to assist with non-clinical questions and technical issues.• Executed audits of provider performance to ensure adherence to patient follow-up expectations and messaging quality. • Collaborated with the Hiring team to evaluate provider resumes and approve them for further review. Performed peer interviews and training.

• Medical Operations Coordinator

  • Oct 2019 - Mar 2021

  • Negotiated with Customer Service to define email routing parameters for Medical Operations specific questions.• Mapped out the account fraud-duplicate process and established an escalation flow for the Security team.• Served as liaison for Medical Operations and Customer Service.• Assisted patients and providers with non-clinical inquiries.• Performed proactive scheduling outreach to increase retention and conversion.

• Member Experience Coordinator

  • May 2019 - Oct 2019

  • Completed a minimum of 120 phone and/or email tickets per day.• Ensured a positive patient experience by helping to resolve account and/or technical issues.• Developed a formal channel of communication between the Customer Service and Medical Operations teams.



TARA4BPD

• United States
• Research Services
• 1 - 100 Employee

• Administrative Assistant

  • May 2018 - Jan 2019

  • Notated and formatted email correspondence for the head of the organization. • Assisted the head of the organization in managing patient calls and scheduling. • Supported HR in creating a formal interview process for potential candidates. • Organized and managed folders of important documents and research papers. • Managed executive calendars and record keeping. • Led team research project by creating a plan of action and initial testing structure. • Notated and formatted email correspondence for the head of the organization. • Assisted the head of the organization in managing patient calls and scheduling. • Supported HR in creating a formal interview process for potential candidates. • Organized and managed folders of important documents and research papers. • Managed executive calendars and record keeping. • Led team research project by creating a plan of action and initial testing structure.



The Samaritans of New York

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Volunteer

  • Mar 2017 - May 2018

  • Rapidly assessed the mental state of callers to determine risk level. • Provided necessary emotional support based on the caller’s needs. • Supported a cross-functional team environment with tiers of escalation based on the caller's crisis state. • Rapidly assessed the mental state of callers to determine risk level. • Provided necessary emotional support based on the caller’s needs. • Supported a cross-functional team environment with tiers of escalation based on the caller's crisis state.