Henry Vidal Email & Phone Number

• Served as central point of contact for crisis management, complaints, and survey outreach, expertlyresolving complex issues and enhancing the client experience.• Consistently exceeded weekly case points target of 265 required for bonus, averaging 350-400 casesmanaged per week from provider referrals, inbound calls, and client emails.• Provided subject matter expertise and supervisory guidance to the care experience team, supporting thetraining and development of new hires.• Handled escalated calls, texts, and emails from the care team and patients/providers, offeringexpert-level problem-solving and coaching to ensure effective resolution of challenging issues usingSalesforce CRM and Elation EHR.• Maintained industry-leading after-call work metrics, averaging under 3 minutes, while spending over 9hours per week on the phone providing personalized support.• Demonstrated excellence in high-volume omnichannel support, efficiently triaging 150-200 calls per weekwith a 90%+ call quality assurance rating, and delivering exceptional, bilingual customer service

• Exceeded expectations by efficiently resolving 95% of 100-200 weekly patient calls within average handle time targets, Common issues included registration, eligibility, scheduling, technical support and insurance verifications• Proactively managed 100 daily patient tasks through the Athena EMR and Zendesk systems, including processing 50 Release of Information (ROI) requests per month and coordinating 30 specialty referrals weekly• Streamlined access to quality mental healthcare for over 100 patients per week by directly capturing personalized preferences. Identified each client's unique clinical priorities, therapeutic preferences, scheduling availability, and insurance details to comprehensively capture their criteria. Leveraged this information to improve the patient experience.

Remote

• Demonstrated leadership as Team Lead through effective guidance of a team of 20 investigators. Served as a key resource for colleagues by maintaining up-to-date knowledge of CDC guidelines, distributing regular updates via Microsoft Teams to ensure accurate contact tracing• Leveraged Salesforce to document over 750 COVID investigations per month, ensuring accurate contact tracing for at-risk individuals.• Protected community wellbeing by identifying 210 potential exposures per month, an average of 30 per 200 newly diagnosed patients, through proactive outreach and structured interviews.• Coordinated delivery of 200 care packages with OTC medicines and wellness information monthly to facilitate quarantine for patients lacking support systems.

New York, United States

• Effectively communicate with clients and family members in both English and Spanish, resolving over 200 requests or issues per year, as tracked in our client relationship management software.• Maintain accurate records and documentation for all client care activities in a proprietary electronic medical record system, logging over 5,000 individual entries annually.• Accompany up to 4 clients to medical appointments each month, assisting with transportation needs and translating medical discussions.

New York, New York, United States

• Monitor vital signs like blood pressure, temperature and oxygen saturation for 6 clients with chronic conditions, recording measurements weekly for physician review.• Arrange transportation to appointments with medical specialists or adult day programs through coordination with agency vehicles and drivers. Reliable transport allows continued access to care.• Record vital signs, weights, medications administered, meals eaten, and other health data during visits using EMR form templates on a tablet. Quick data entry streamlines documentation.

New York, United States

• Achieved top 15% sales rankings among associates by meeting and exceeding monthly credit card sign-up targets, maintaining an approval rate 25% above department goals as reported in performance reviews. Provided excellent customer service to over 50 clients daily, educating them on card rewards.• Implemented strategic positioning on sales floor to overtly observe customers, preemptively solving issues like sizing questions or locating items 95% of the time before escalation