Experience

Focal Point VA | Specializing in Psychiatry, Ketamine, & Spravato Practices

• United States
• Medical Practices
• 1 - 100 Employee

• Business Operation Support

  • Jan 2023 - Present

  * Assessed processes in different department to identify areas that need improvement.* Analyzed data and used it to create reports on industry trends, which are then submitted to managers and used to develop business plans.* Created and maintained a variety of documents, including project status reports, account documentation, and product marketing materials.

• Virtual Practice Management Staff

  • May 2022 - Jan 2023

  Appointment Setter • Account Receivable Biller • Medical Biller • Medical Coder

• Operations Trainer


Optum

• United States
• Hospitals and Health Care
• 300 - 400 Employee

• Corporate Trainer

  • Nov 2017 - Mar 2022

  • Initiated a process improvement tool (Alacriti Sandbox) that addressed struggles in understanding payment processing due to tool complexity. This led to reduced AHT and payment defect with QNI Savings of $6,665 YTD • Supported 2 transitions business (Vivify and OptumLabs). Tasks: o Built training materials from scratch based on the information provided by onshore clients o Created an agenda and calendar for process training o Facilitated an onshore class (Colombia) to support dual skilling for the business (OptumLabs) o Continued Ops support during F30, F60 and F90 running upskills and refreshers o Weekly client’s call for training and process updates • Supervisory tasks: o Overseeing 5 trainer interns handling different classes o Updating training governance files to ensure data accuracy o Observing and coaching the interns to improve facilitation skill o Analyze and report assessment and mock call results for each class to identify highlights, lowlights and mitigation/action plan. Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Jun 2015 - Oct 2017

  Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintain financial accounts by processing customer adjustments Recommend potential products or services to management by collecting customer information and analyzing customer needs Prepare product or service reports by collecting and analyzing customer information Contribute to team effort by accomplishing related results as needed Manage large amounts of incoming calls Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sales Representative

  • Jun 2013 - May 2015

  Generate sales leads Identify and assess customers' needs to achieve satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid, and complete information by using the right methods/tools Meet personal/team sales targets and call handling quotas Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution Keep records of customer interactions, process customer accounts, and file documents Follow communication procedures, guidelines, and policies Show less