Christina Abbene, Mshsa Email & Phone Number

Orlando, Florida, United States

Successfully manage quality assurance staff’s call monitoring: total call audits for 2022: 17,637 with an average score of 90.5%.Collaborate with Learning & Development team to build training materials and analyze data for areas of opportunity. Manage all executive escalations: 81.48% of cases are closed within 5 business days.Recruited, onboarded, and now manage the Provider Relations Specialist and the Resolution Specialists.

Orlando, Florida

Successfully own and manage entire fund lifecycle activities of over 300 programs to ensure TAF is operating efficiently and up to standard in compliance with all relevant SOPs, FDA, and OIG regulations and guidelines pertaining to program coverages and successful program launches. Launched 55 programs: >70% increase since 2017. Presents to and partners with the Medical Advisory Board and Pharmacist to review the clinical and formulary parameters of TAF’s assistance programs – presents goals and metrics to the boards. Interprets and analyzes data to drive growth for the organization. Creates program marketing and communication materials with the Communications department: Provider Newsletters, press releases, social media blasts, brochures, fliers, etc. Collaborates with Director of Patient Advocacy to maintain relationships with the patient advocacy groups. Presents to patient advocacy groups to identify patient needs in the community. Key subject matter expert that helped build and launch TAF Provider Portal in 2020. Furnish insights, analytics, and business intelligence needed to guide decisions for provider portal maintenance, and further development. Executive Compliance Committee Champion.

Orlando, Florida Area

Original team member to relaunch, develop, and build business for the FHTI Lung Transplant Program. Coordinated evaluation process with clinical staff for pre-transplant (referral) patients. 14 successful lung transplants. Presented to clinical staff at Patient Review Committee (PRC) weekly meetings. Transitioned FHTI to organization wide EMR system.Board member for the Pulmonary Rehab Vision Plan.

Orlando, Florida Area

Lead and oversaw responsibilities of 75 Outpatient Schedulers in a high-volume call center (avg 2500 calls per day).Managed team engagement to help our Gallup score reach World Class and record high (4.72, 2015).Produced incentive, abandonment call, and weekly team metric reports.Completed 30/60/90 day and annual reviews.Facilitated team huddles to review processes, procedures, protocols, and weekly updates.Editor of monthly newsletter, Gallup Gazette.

Orlando, Florida

Managed all patient referrals to and from the practice.Initiated performance improvement processes to address and resolve issues impacting quality. Ensured outpatient imaging exams were to stay inside Florida Hospital system increasing volume by 16%.

Orlando, Florida

Co-Editor of the weekly newsletter, Energizers, @ FHEO with Internal Communication Specialist and Marketing department. Planned, setup, breakdown of Town Hall (monthly campus meetings) @ FHEO, various employee appreciation events, kickoffs, and Garden Gym opening with Internal Communication Specialist and Marketing department. Created presentations for C-Suite meetings, employee engagement events, and leadership level meetings.Worked with video production directing Florida Hospital employee educational and informational videos with Internal Communication Specialist and Marketing Department. Interviewed past patients on their experience with FHEO. Coordinated with department leaders on how to increase patient experience during visits.

Orlando, Florida Area

Managed all social media content.Creative Designer for Constant Contact email blasts.Managed company website through WordPress. Prepared marketing reports by collecting, analyzing, and summarizing business data.Implemented marketing and advertising campaigns by assembling and analyzing sales forecasts; preparing marketing and advertising strategies, plans, and objectives; planning and organizing promotional presentations; updating calendars.

Orlando, Florida Area

Certified Cicerone Beer Server.Secured pricing, displays, and products for off premise chain accounts; 75% of the Sales Department. Completed sales calls to off premise chain accounts in the Central Florida area. Collaborated with graphics department to create marketing pieces for distribution to retailers.Analyzed and presented sales data and trends to the steering committee.

Master Of Science - Ms, Health Services Administration

Activities and Societies: Member of Upsilon Phi Delta Honor Society with outstanding grades. Member of Graduate Health NetworkHealth.

Bachelor Of Arts - Ba, Organizational Communication, Advertising/Public Relations