Darrell Heard Email & Phone Number

Bellingham, WA, US

Remote

Bellingham, Washington, United States

• Client Success Specialist success onboarded new users by walking them through a systematic process, ultimately increasing member interactions by 20% by improving their understanding of goals and needs
• Decreased churn by 10% by applying methods to keep clients informed and engaged
• Collaborated with software engineers and partner support teams to resolve issues faced by Healthcare Professionals by creating and updating knowledge base articles
• Fostered and spearheaded interdepartmental communication to improve issue resolution, increase productivity, and reduce average ticket response time
• Track qualitative and quantitative user feedback in Excel to provide relevant product and marketing recommendations
• Well-rounded app product expert, with the ability to identify product needs from clients and to increase satisfaction by developing solutions to meet their requirements

San Francisco Bay Area

• Delivered exceptional friendliness, empathy and customer service via phone and in-app messaging.
• Managed ownership of the process of writing, authorizing, and coordinating referrals, imaging, and procedure orders
• E ectively and accurately provided responses to inquiries from patients, their relatives and or referring physicians and provide accurate information in a timely manner
• Owned the response and actions related to handling faxes, live chats, emails and secure messages via the Carbon Health App
• Worked cross-functionally with product team to suggest and implement process improvements that has increased the number of patients that we are able to serve by
• Coordinated Veri cation process for insurance coverage and schedule rst appointments based on provider availability

San Francisco Bay Area

• Handled member and customer inquiries daily via email, telephone, and web chat, by researching, locating, and providing accurate information
• Coordinated outreach to patients via phone and in-app messaging channels
• As a Patient Navigator, I conducted outreach for primary care services. These functions included: Care Coordination, PC Outreach, Care Plan Adherence, Chronic disease Outreach, Data Tracking and special programs.
• Implemented Primary Care policies for various care pathways and other primary care functions as a Patient Navigator through working with patients and the medical team, training the medical team, and by listening and.
• Coordinated the retrieval of medical records for 95% of new patient appointments and specialist visits by electronically requesting all medical records within 24 hours of the appointment for the physicians
• Improved the CRM by applying updates to track patients’ progress throughout the enrollment pipeline and to facilitate outreach e orts, resulting in greater patient retention.

Bellingham, Washington

Jackson, Michigan

• Made outbound calls to connect callers to mental health care using motivational interviewing techniques to follow up with callers who have recently accessed services, enhance engagement in services and empower callers.
• E ectively resolve a high volume of customer enquiries via email, live chat, phone and screen sharing from account issues to diagnosing complex software issues in an accurate and timely manner
• Implemented & Trained all oncoming sta on referral/intake process
• Utilizing written, telephonic and online systems to obtain, verify, document and communicate referral and preauthorization information with the clinic and a liate hospitals
• Conducted crisis/risk assessments and determines risks and chooses appropriate intervention to address and reduce the risk

Albion, Michigan

• Complete and maintained an individualized family needs assessment; develop a family action plan based on family objectives, strengths and resources
• Coordinated support services, and referrals, to meet family needs; arrange for crisis intervention, emergency assistance, appropriate counseling or mental health services for participants
• Build relationships with families; complete family needs assessment and develop a family action plan based on family objectives, strengths, resources
• Supervised the residents of a residential treatment center for youths with behavioral issues by conducting activities, monitoring behavior, and documenting incidents
• Decreased outbursts and infractions within the residence by 25%, facilitating individualized assessment and interventions that improved residents’ disposition and behavioral outcomes

Albion, Michigan

Starr Commonwealth Residential is a refuge for neglected, homeless, and delinquent youths. & Family Services provides residential treatment services represent the international standard of excellence in identifying, healing and treating trauma and pain-based behavior by building resiliency in Youths.During my tenure my role was a Family Service.