Critical team member for Care Team Redesign project. A two year project mapping the patient’s journey through HTMG, incorporating Six Sigma process improvement skills to create policies, standard operating procedures and training materials that hardwired patient experience behaviors into each step. Resulting in significant improvements in CG-CAHPS ratings. Contributed to rewriting the company’s mission and vision statement and defining organizational values as a member of the Steering Sub-Committee, showcasing a dedication to aligning company culture with strategic goals. Selected as one of fourteen HTMG Promise Facilitators, leading the training of over 400 associates and providers in the HTMG Promise (customer service model). Demonstrated exceptional organizational and leadership skills by updating over 15 Operations Team job descriptions to align with newly developed career ladders for various teams within the organization. Created and implemented comprehensive onboarding programs, namely the Pathway to Excellence 7-week and 5-week programs, for new medical assistants and medical receptionists, enhancing the efficiency of the onboarding process. Designed and managed SharePoint pages for various departments, including Operations, Provider Portal, Success Team, Staying Informed COVID-19, and HTMG Promise (Customer Service Model), showcasing proficiency in technology and information management. Remained the only CG-CAHPS data and comment analyst for the 60+ providers and 18 clinics, continuing to offer provider and associate customer service training and coaching.

Continued as the only CG-CAHPS data and comment analyst for 50+ providers and 17 clinics. Continued associate and provider onboarding via Zoom. Worked directly with senior leadership and Medical Directors on the COVID Response Team. Responsible for securing PPE for our clinics and administration, keeping up with CDC and local health department mandates in order to create COVID safe protocols and processes. Was the primary contact responsible for acquiring COVID vaccines for staff and then patients. Developed SOPs and trainings on Vaccine Management, PPE use and cleanliness standards. Primary contact for all calls for associate and provider COVID exposures and symptoms, arranging for testing, tracking test results and quarantine days for 400+ associates. Led the influenza vaccine campaign, developing standard operating procedures for monitoring compliance, distribution, and inventory. Achieved a 95% reservation accuracy, earning an additional 2% savings on the reservation price for the next flu season.

Continued with duties assigned as the Service Excellence Coordinator, but took a more direct role with provider patient experience coaching using CG-CAHPS data and comment analysis, provider shadowing, and identifying SMART goals for individual providers and managers. Used statistical analysis of CAHPS scores, national and local benchmarking data to create, track, record and report KPIs for Clinical Operations, Providers and Managers. Turned the current one hour customer service training into a three hour orientation to include CG-CAHPS, AIDET, Insurance 101, Standards of Behavior, Code of Ethics, and Branding.

Responsible for all CG-CAHPS data and comment analysis for 40+ providers at sixteen clinics. Prepared reports for the Board of Directors, Steering Committee, Manager Operations Meetings, and Clinic Operations Meeting. Taught Customer Service/AIDET classes for all incoming Associates and Providers. Planned and prepared content for quarterly Leadership Development Institute trainings of 100+ Providers and Managers. Responsible for event planning (location, caterer, awards, etc) and presenting customer service lessons and data presentation for the half day LDI. Responded to customer service complaints and inquiries received at the administration level.

TRICARE Service Representative at the Nellis Air Force Base TRICARE Service Center. Reorganized consult tracking program to better meet contract requirements and decrease costs. Delivered TRICARE briefing at active duty in-processing briefings and Welcome to Nellis spouse program. Briefed new spouses, new service members and retiring service members on TRICARE benefits. Worked closely with active duty personnel to ensure efficient processing of urgent referrals, enrollments, and claims/authorization issues. Participated in the Yellow Ribbon Program and provided one-on-one retirement briefings to medically separated beneficiaries, surviving spouses, and retirees.