Experience

Virgo

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2022 - Present



Penn Medicine, University of Pennsylvania Health System

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

• Administrative Lead, Patient Service Coordinator Supervisor

  • Mar 2020 - Aug 2022

  • Supervisor for a team of patient facing customer support coordinators, insuring a focus on quality service and case management• Managed a team of Care Partners who provided outreach and support to high-risk patient populations • Served as a mediator between staff and patients to ensure a professional environment and optimal patient satisfaction• Utilized data to measure individual and team performance as well as organizational goals• Managed workflow improvement projects aimed at streamlining processes to allow staff to better serve both longitudinal and acute patients • Onboarded new hires, created training curriculums, and facilitated education in the workflows of the department • Guided new hires through the use of novel technical systems• Conducted performance reviews to develop staff member’s skills and create action plans for future success • Facilitated purchasing, placed requisitions, and communicated with vendors to meet department’s equipment needs • Completed continuing educational courses on leadership development • Oversaw candidate selection by reviewing applications and conducting interviews• Used Estar technology to manage staff timecards, paid time off, and scheduling in accordance with company policy Show less

• Care Partner, Patient Service Coordinator

  • Nov 2019 - Mar 2020

  • Customer (patient) facing role providing high quality service and follow up while managing and individualized panel • Worked cross functionally with RNs, social workers, and pharmacists to manage a large patient panel • Provided follow up and support to patients with a goal to reduce emergency department utilization• Navigated and overcame barriers to patient care related to social determinates of health• Longitudinally managed high-risk patients and connected them to medical and social services• Assisted with the education of best practices to other members of the Care Management team Show less

• Patient Service Associate

  • Jan 2017 - Nov 2019

  • Customer (patient) facing role in a fast-paced environment requiring multitasking and a high attention to detail• Worked in a multispecialty practice delivering care to patients of Geriatrics, Internal Medicine, Rheumatology, Sleep Medicine, and Endocrinology • Managed non-clinical patient outreach for multiple providers• Provided patient-centered administrative services in a high-volume practice commonly seeing 150+ patients a day• Educated patients on insurance policies and coverage information• Collaborated with providers, nurses, medical assistants, administrators, and fellow PSAs to insure smooth day-to-day operations• Maintained a high level of patient satisfaction during all interactions Show less



Greater Philadelphia YMCA

• United States
• Non-profit Organizations
• 300 - 400 Employee

• Membership Supervisor

  • Jul 2015 - Dec 2016

  • Supervised a membership service team to ensure customer satisfaction • Interacted with customers to sell memberships and additional services • Engaged with customers to limit dissatisfaction and resolve complaints • Educated customers on health improvement programs offered at the YMCA • Facilitated financial aid programs to prospective members through scholarship, Medicare, and Medicaid • Encouraged and collected donations in order to sustain financial aid programs • Interviewed and reviewed applicants for employment • Conducted performance reviews to develop staff member’s skills • Trained staff in customer service, computer operating systems, and communication strategies Show less



Temple University

• United States
• Higher Education
• 700 & Above Employee

• Peer Academic Coach

  • Jan 2013 - May 2015

  • Oversaw a caseload of students identified by Temple University with the goals of social and academic support • Worked with students to develop action plans to improve academic standing • Completed detailed progress notes so that activities could be monitored by university counselors • Oversaw a caseload of students identified by Temple University with the goals of social and academic support • Worked with students to develop action plans to improve academic standing • Completed detailed progress notes so that activities could be monitored by university counselors



The Food Trust

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• Farmer's Market Manager

  • May 2014 - Nov 2014

  • Managed Farmers Markets in the Overbrook, Cecil B Moore, Poplar, Frankford, Oxford Circle, and Cobbs Creek neighborhoods of Philadelphia. • Educated customers on the EBT and WIC programs partnered with The Food Trust • Supervised a team of volunteers in the community to promote the organization’s goal of food access • Worked with community leaders from religious communities, businesses, housing providers, and public universities to alert communities to our presence • Managed Farmers Markets in the Overbrook, Cecil B Moore, Poplar, Frankford, Oxford Circle, and Cobbs Creek neighborhoods of Philadelphia. • Educated customers on the EBT and WIC programs partnered with The Food Trust • Supervised a team of volunteers in the community to promote the organization’s goal of food access • Worked with community leaders from religious communities, businesses, housing providers, and public universities to alert communities to our presence