August Duvall, Spt Email & Phone Number

Watertown, Massachusetts, United States

Oversee an average of >400 daily check-ins. Lead facility equipment orientations and proficiency certifications.Ensure the facility remains clean, equipment is functional, and customers’ questions are answered to the best of my ability.

Watertown, Massachusetts, United States

Led the service to its first ever month with all major Service Level Agreements (SLAs: authorizations/referrals initiated within 24hrs and followed up on within 72hrs) at or above our targets (≥85%) in 6+ years of operation.Collaborated with vendor partners to ensure their workforces were being delivered an appropriate volume of work on a daily/weekly/monthly basis. Planned for upcoming shifts in work volume allocation. Maintained our complex worklist via which we delivered agents their work.

Watertown, Massachusetts, United States

Developed a new system of specializing the work we delivered to agents based on human anatomy to increase efficiency (# of authorizations worked/day) by >33% and positive authorization outcomes (approved/awaiting payer action) by >15%. Led the first ever completely non-voice team— working primarily via APIs— for the service.Ran and analyzed results of pilots based on new ideas for how to increase efficiency of agents/the auth service. Interfaced with our product team to ensure system bugs were being addressed. Tested new service features.

Somerville, Massachusetts, United States

Provided 1:1 training to teammates on how to use our systems (i.e. Teams, SF, etc.).Served as primary point of contact for contact tracers in my unit regarding sensitive situations requiring deep knowledge of protocols central to our work. Reported to my overarching team's supervisor about how my unit was performing, what changes our training schedule/materials might need to increase performance.

Somerville, Massachusetts, United States

Contacted individuals who had tested positive for COVID-19 ("cases") or were believed to have been in close contact with a case ("contacts").Conferred test results/believed exposure, what those meant for them in regards to MA. Department of Public Health guidelines, actively listening to any of their concerns surrounding quarantine/isolationInformed these individuals of how we could help to get them through this trying time as safely, effectively, and holistically as possible.

Hyannis, Massachusetts, United States

Led patients through their exercise programs, gauging their performance, and reported back to their PT on exercise tolerance.Set patients up with cool-down modalities, including GameReady vasopneumatic ice machine, Normatec air compression pants, etc. Coached patients as they exercised to improved form, and alleviate/avoid pain. Slightly altered patients' programs when/where necessary.Conversed with patients to get a more holistic picture of what was going on in their lives that could impact their health.Trained new aides.

Hyannis, Massachusetts, United States

Led the first official "adventure sailing" class the yacht club offered, a marine science-based version of the "Skippers" class.Developed lesson plans for my sailors and patrolled them and their junior instructors in a powerboat while they sailed.Directed my sailors and junior instructors on what was being done well/what needed work in a constructive manner.Assessed sailors' preparedness for next year at the end of the season.

Harwich, Massachusetts, United States

Consulted in meetings regarding development of the Chronic Pain Care Management and Community Resource Navigator programs, the subject of an initiative with UMass Medical School researchers.Researched patient demographicsAssisted with fundraiser planning and improvement of advertising/informational materials.Visited OCHS clinics in Provincetown and Harwich where I engaged with program coordinators and patients who gave me concrete insight into their programs goals and outcomes.

Amherst, Massachusetts, United States

Referee for men's/women's/co-ed soccer and co-ed indoor volleyball for two semesters each. Served as one of two referees for the men's intramural soccer final sophomore year.Oversaw play of games, judging when to stop play for fouls/faults and when to let play continue when appropriate.Assembled and disassembled the fields/courts before and after games, respectively.

Hyannis, Massachusetts, United States

Assisted senior instructors with their sailors directly in boats.Taught my sailors how to sail while keeping them safe. Prepared and cleaned up boats, classroom spaces, etc. to keep our classes on schedule.

Physical Therapy/Therapist

Bachelor Of Science - Bs, Kinesiology And Exercise Science

Activities and Societies: Intramural soccer and indoor volleyball referee, intramural soccer, indoor volleyball, and dodgeball player.