Daphney C. Email & Phone Number

United States

United States

Greater Boston

Cambridge, Massachusetts, United States

• Provide guidance to and serve as a mentor for Client Service Representatives.• Serve as an advocate for team members and seek opportunities for others to build upon current knowledge and skill set.• Inform team members of changes in process and ensure changes are implemented as expected.• Use problem-solving skills to create and offer solutions to client issues of varied complexity.• Document all communication and maintain appropriate records and ensure immediate team members are following documentation protocol.• Maintain close communication with management to provide insight on internal and external issues encountered.• Collaborate with leadership to help foster a cross-functional team.• Monitor the daily activities of designated team members and assign tasks based on business need.• Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and email• Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication.• Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities and duties as assigned.• Execute work with adherence to GCP requirements and applicable regulations including but not limited to CLIA, CAP, MA state, NY state. • Utilize Foundation Medicine’s data governance processes and compliance guidelines to ensure quality, accuracy and timelines of all aspects of account and patient demographic data.• Partner will sales, client services, laboratory operations and other departments to administer data related to the account and patient records in CRM.• Analyze and develop solutions to improve and maintain the integrity, and accuracy of data while adhering to the data structure and convention.• Address escalated client concerns in a professional manner.

Cambridge, Massachusetts

• Utilize Foundation Medicine’s data governance processes and compliance guidelines to ensure quality, accuracy and timelines of all aspects of account and patient demographic data.• Partner will sales, client services, laboratory operations and other departments to administer data related to the account and patient records in CRM.• Analyze and develop solutions to improve and maintain the integrity, continuity and accuracy of data while adhering to the data structure and convention.• Address escalated client concerns in a professional manner.• Provide written and verbal recommendations to data structure, requirements and integrity.• Lead or participate on project teams that involve the creation, use, distribution, of management of account or patient demographic data.• Utilize tools such as advanced queries, to research and identify data quality issues.• Manage data input forms, systems, and process as it is related to account or patient demographic data; this includes electronic or paper test requisition form• Research missing or data quality issues and resolve as needed.• Follow company policies and applicable procedures.• Execute work with adherence to GCP requirements and applicable regulations including but not limited to CLIA, CAP, MA state, NY state.

" Provide education, guidance, and support to customers and patients about Foundation Medicine's products and services. " Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail." Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication. " Use problem solving skills to create and offer solutions to customer issues of varied complexity." Ensure the successful transmission of Foundation Medicine patient reports and other testing status updates via fax and secure e-mail." Document all communication and maintain appropriate records." Assist in sample procurement and supply ordering." Assist in entering new test requests into the system." Review and update test requests with ambiguous client information." Maintain and update database of client information. " Notify appropriate internal management of client issues and complaints." Handle call escalations and address client concerns" Mentor and train team members

Boston, Massachusetts

o Created tracking tool to input Patient Satisfaction Survey data.o Assessed data from Patient Satisfaction Survey and identified critical areas of improvement.o Analyzed data trends from previous survey years.o Presented findings to supervisor, Project Manager, and Performance Improvement.o Monitored provider panels.o Met with relevant stakeholders to assess usefulness of Empanelment tools. o Reviewed and considered updates required to the current On-Boarding and Off-Boarding policies.o Assisted Population Health & Quality Analytics Coordinator in organizing attestation requirements.o Collaborated with clinical staff, external health facilities and governmental agencies.o Tracked progress and met key deadlines.o Worked with Supervisors to create new tools for internal and external reporting.o Analyzed population health markers using Epic and Azara DRVS.

Master'S Degree, Public Health

Activities and Societies: Public Health Society

Bachelor'S Degree, Biology, General

Activities and Societies: Haitian American Society Student Seminar Mentor understands how scientific knowledge is generated and revised..