Chastain Scott Email & Phone Number

Phoenix, Az, Us

Bethesda, Maryland, United States

Manage overall administration of a hub reimbursement operation for multiple pharmaceutical manufacturers, ensuring timely, high-quality service delivery through digital channels and direct provider/payer connections to achieve client goals and successful patient outcomes.• Responded to staff and client feedback by developing and implementing eight new or revised Standard Operating Procedures (SOPs), ensuring 100% compliance and alignment with regulatory requirements and best practice changes.• Mitigated declining call quality via strategic collaboration with Quality Assurance and Training, developing an enhanced call calibration scorecard, reducing auto-fails by 75% within three months, and boosting overall QA scores by 27%.• Resolved program and service standards inefficiencies through strategic problem-solving and timely delivery of results, achieving 100% adherence to all program Service Level Agreements (SLAs) within two months.

Scottsdale, Az

Managed patient support center program performance, employing efficient operational practices to deliver timely, high-quality outcomes, meet stringent performance targets, uphold compliance objectives, and elevate client and patient satisfaction.• Investigated and reversed a trend of increasing appeal abandonment rate by creating a Clinical Services Team to manage prior authorizations and appeals, resulting in a 15% decrease in appeal abandonment within 90 days.• Identified performance gaps, resulting in implementing a data-driven coaching program to develop targeted improvement strategies, leading four teams to exceed all weighted and non-weighted Key Performance Indicators (KPIs) by 119%.• Researched and addressed variations in data entry efficiency through process redesign and targeted staff training, resulting in a 15% decrease in intake turnaround times and enabling fast-tracked benefit investigations for patients.

Sun City West, Az

Established and managed day-to-day operations of a private geriatric case management practice, streamlining processes to provide comprehensive care management services to clients with complex medical needs and chronic conditions.• Increased financial and operational performance by designing and implementing an innovative client billing system, resulting in $50K cost savings for the company within the first year.• Introduced state-of-the-art technologies, including a new documentation system and leveraging a CRM platform, resulting in a 70% improvement in operational efficiency within 60 days.• Forged strategic partnerships with a network of healthcare providers (physicians, hospitals, clinics), senior care facilities (assisted living, nursing homes), home care and hospice agencies, legal and financial professionals, and government entities, increasing client referrals by 20% YOY.