Responsible for the launch, management, sales and service of innovative genetic testing encompassing the clinical areas of Cardiology, Neurology and Pediatric Rare Diseases in Northern California, Reno, and Hawaii. Removing barriers to genetic testing to help patients get the genetic testing they need and deserve.

Key accomplishments:Grew a team from seven to twenty-one people in less than one year. Designed and executed improved workflows for the team to handle sample failure, specimen failure, and test switches. Kept moral high and continuously balanced duties as we experienced an 122% increase in workload over 18 months. Lead beta testing and implementation for transitions to new systems, such as SFDC Lighting and New Voice Media.Other Duties:Manage and train a team of Client Services Specialists for the Cardiology, Neurology, and Pediatric genetics team. Oversee onboarding of new team members and personalize the training experience to fit learning styles and needs. Handle escalations for customer complaints, urgent requests, internal reviews, and process clarifications. Collaborate on joint team ventures with Clinical, Lab, Billing, Accessioning, Data Processing, Web, and Legal teams. Propose, filter, and execute new ideas leading to better processes and practices to improve client experience. Maintain a high quality of service by routine examination of Client Services metrics and assist with QA activities. Curate and present monthly reviews of account and team data.

Provided a high level of service to accounts. Rapidly earned a promotion to the lead position of my team.

- Provided direct support to the Cardiac Surgery team- Facilitated day-to-day functions of tracking incoming patients and prepared post-hospital care for outgoing patients- Found and consolidated all pertinent patient information and presented it in a streamlined and usable format- Coordinated with clinical teams for scheduling and insurance authorization needs- Wrote letters of medical necessity for all types of patient requirements- Tracked and registered all patients for the appropriate post-op surveys Other roles/functions I took on outside of my primary job description:- Ran day-to-day operations for Basic Life Support classes for Cardiovascular program. Work included registering classes, coordinating with instructors and students, booking locations, and problem solving as busy practitioners attempt to make their classes.- Supported the Home Monitoring Program. Work included tracking needs and outcomes for all patients within the Home Monitoring program, facilitate equipment care and dispersal, and working with an web app development team on improving app functionality and roll-out.- Helped with the design and roll-out of an internal practitioner evaluation tool and light data analysis - Completed weekly metrics report for the program and monthly audits for the floor

Managed and lead a team of peers in operations and customer relations. In charge of opening and closing building and maintaining building function. Served as authority figure and moderator in disputes between staff and patrons. The John Wooden Center contains a gym for students, centers to rent equipment, and administrative offices for UCLA. Helped customers with a variety of requests and questions.