Client Integration Manager

• Oct 2022 - Present

Lead Project Manager / Patient Experience Manager

• Mar 2019 - Oct 2022

In my present role, I am acting as Lead Project Manager in implementation of external applications, including Televisitor, GetWell Network, and MayaMD, promptly resolving technical issues, coordinating with IT, and delivering educational material/continuous support. I am educating staff on best project management practices and preparing charter for envision group emphasizing on ED physicians and APP performance improvement. I am managing engagement of Platinum Group Hospitalist with Chief of Internal Medicine/Chief Medical Officer on initiatives to improve VBP and create patient experience programs for VHS system. I am orchestrating patient experience committee and supervising 14+ nurses to enhance communication as well as steered staff on clinical ladder projects. Some of my key accomplishments: ● Carried out performance improvement projects by coordinating 20+ Nursing, Ancillary Directors, and Managers. ● Designed patient experience program from establishing hospital with 130 beds via expansion to 297 beds and free-standing emergency department. ● Managed enhancement in VHS focus initiatives from 2019 to 2020 as well as maximized rating by 5%, nursing communication by 22%, and physician communication by 25%. ● Created multiple dashboards resulting in major factor in performance improvement within hospital as well as VHS/hospital system wide. ● Positioned as top performing hospital in VHS for patient experience HCAHPS metrics and recipient of eight consecutive safety grades current to Fall 2021 and Top Hospital 2021. ● Maximized performance in Q3 2021 by 28% through initiation and automation of Physician metrics for all VHS hospitals. Show less

Implementation Coordinator

• May 2018 - Mar 2019

Here, I managed new business and renewal cases through collaboration with downstream business partners and representatives to deploy Anthem system case build as well as scheduled calls with stakeholders and group leads to maintain timeline of group build completion and status updates. I collaborated with team to ensure group healthcare plans and coverage related to prescription, vision, and supplemental. I created accounts for small/large group hybrid cases as well as uncovered process barriers and enhance efficiency in execution of turnaround time. Key accomplishments: ● Prepared project timeline and navigated client questions as well as acted as focal point of contact. ● Designed process to create hybrid case build the first in Las Vegas market successfully completed execution on time and commended by CEO for exceptional performance. Show less

Quality Management Analyst

• Jul 2016 - May 2018

In this role, I collaborated with Chief of Internal Medicine on Hospitalist group physician inpatient discharges as well as created customized dashboards requested by senior management/corporate for analysis reporting and trending performance improvement initiatives on multi-department level. I implemented VHS wide policy management application tracking all hospital documents for Joint Commission surveys. I also processed and maintained 700+ documents for Henderson Hospital. I co-chaired performance improvement and sepsis committee as well as coordinated initiatives for quality improvement, throughput, and patient safety. Key accomplishments: ● Improved orders written by 9am by 30% through development of dashboard. ● Oversaw incident command center in securing four-year accreditation such as all survey visits and responded to statement of deficiencies with plan of actions required corrections. ● Created all regulatory documents to present to State Survey and successfully received NICU II accreditation. Show less

Accounting Associate

• May 2014 - Jun 2016

- Interact directly with brokers and Customer Care on escalated Covered California account contract issues through the Affordable Care Act and mirrored direct individual coverage plans; coordinate with Sales and Enrollment team to confirm member enrollment and account status. - Directly involved in Open Enrollment in a high-growth environment, producing 130,000 individual members annually. Contribute to improvement initiatives and process changes to better handle increased account volume. - Partner with external consultants to analyze specific process improvements implemented in new core administrative system. - Primary liaison between clients and third party PBM vendors regarding all member access inquires. - Facilitate and coordinate presentations to other areas of the company focused on improving interdepartmental communications related to billing issues and contractual processes. - Reconcile individual accounts, process up to 50 SHOP and Cal Choice groups monthly while maintain 96% efficiency rating; generate refunds and act as group lead for MedImpact inquiries. - Team with Data Analytics to ensure all payments and data are reconciled and recorded properly. - Provide training to both new department full time and per diem employees. - Process member reimbursements using expertise in Managed Care Applications, Billing and Accounts Receivable processes and programs. - Won Growth Pillar award for membership volume in 2014. Show less

IT Technical Analyst

• Oct 2013 - Apr 2014

- Work with major hospital applications such as IDX, Centricity, Cerner, and ACES - Utilization of Mass Patient Index - Deliver front-line support and customer assistance with online access to physicians and Sharp employees - Perform diagnostic troubleshooting of system issues - Gathered required contact information from end users - Documented help desk tickets/resolutions - Escalate tickets to the appropriate IT groups - Work with major hospital applications such as IDX, Centricity, Cerner, and ACES - Utilization of Mass Patient Index - Deliver front-line support and customer assistance with online access to physicians and Sharp employees - Perform diagnostic troubleshooting of system issues - Gathered required contact information from end users - Documented help desk tickets/resolutions - Escalate tickets to the appropriate IT groups

Intern

• Jan 2013 - May 2013

- Performed rounds with Director to check on patient satisfaction and concerns - Assisted Chief Nurse Executive and Directors of the nursing units with various projects and tasks including collecting hospital staff’s education information, creating spreadsheet to track data, review and enter data into spreadsheet, filing documents, and answering and directing calls as needed - Assisted in any other areas as assigned with an “I Can Do Attitude” - Performed rounds with Director to check on patient satisfaction and concerns - Assisted Chief Nurse Executive and Directors of the nursing units with various projects and tasks including collecting hospital staff’s education information, creating spreadsheet to track data, review and enter data into spreadsheet, filing documents, and answering and directing calls as needed - Assisted in any other areas as assigned with an “I Can Do Attitude”

Assistant Store Manager

• Jun 2011 - Nov 2012

- Responsible for interviewing 3-6 candidates a week, hiring, and training - Managed office paperwork, staff scheduling and over all daily store operations - Recruited associates during job fairs and scouting opportunities - Provided orientation for new associates and trained them on responsibilities of position - Maintained store visuals and merchandising store floor sets - Delegated sales associates on daily tasks - Opened and closed store; managed register tills - Responsible for interviewing 3-6 candidates a week, hiring, and training - Managed office paperwork, staff scheduling and over all daily store operations - Recruited associates during job fairs and scouting opportunities - Provided orientation for new associates and trained them on responsibilities of position - Maintained store visuals and merchandising store floor sets - Delegated sales associates on daily tasks - Opened and closed store; managed register tills

Childhood Obesity Campaign Coordinator

• Jan 2011 - Jun 2011

- Educated parents and teachers on the issues and prevalence of childhood obesity - Attended health fairs and educated the public on the effects of trans fat in foods and childhood obesity - Created educational pamphlets on health regarding exercise and proper nutrition - Recruited advocates to get active and registered through You’re the Cure to help influence lawmakers - Assist with events and planning such as the Heart Ball, Go Red, and Heart Walk - Provided administrative office support and worked primarily with Microsoft products - Created word templates, collected data, entered into computer software and spreadsheets - Answered phone lines, screened and transferred callers, and managed 3 Outlook calendars Show less