• Subject matter expert and team lead for UbiSim, a Labster product focused on immersive nursing VR technology. Responsible for building and scaling support team, training users, and updating knowledge base.• Cybersecurity cross training with ISO. Responsibilities include endpoint protection, vulnerability management and remediation, asset management, security awareness training, and aligning security posture with NIST RMF.

• Expertise across various plan types, assisted members on interpreting their benefits.• Investigated status of claims and ensured correct processing. Followed up with claims department or billing office if necessary.• Expressed member concerns to proper channels such as claims review and appeals/grievances.• Ability to deescalate calls across a variety of crisis scenarios.• Extensive knowledge of HIPAA to protect information confidentiality, integrity, and availability as well as member safety.

• Assisted with scheduling a broad range of ophthalmic surgeries.• Spoke with patients on the phone as well as in-person to address questions about surgery.• Compiled patient charts to be sent to hospitals and outpatient surgical facilities.• Communicated with surgeons to ensure that patients received necessary testing before surgery.• Adapted to stressful situations such as emergencies, last-minute rescheduling, and contacted facilities for urgent requests.• Processed payments for surgery and generated reports of money coming in/out of the practice.

• Provided expert, professional and empathetic product technical support via phone, live chat and email to users at high-profile clients; including the BBC, Vice, Turner and Netflix. • Provided AMC with a monthly report detailing viewing patterns of users and notified of any suspicious activity. Report based on data gathered from Splunk and included - IP addresses from which content was accessed, length of time user spent viewing content, and log in attempts.• Assisted Product and QA teams with smoke/regression tests after update releases. Used JIRA to log any discovered bugs and tracked the engineering team’s progress.

• Assisted patients with scheduling appointments, verifying insurances and other administrative duties. • Listened compassionately to patient concerns and served as liaison for patient-doctor communications. Topics of discussion included but not limited to: medication refills, obtaining prior authorizations/referrals, billing inquiries, obtaining medical records, etc.

Assisted vocalists and instrumentalists in their private lessons, studio classes and recitals. Sharp ear and ability to blend with the artist’s unique musical style.

Wrote a weekly newsletter detailing opportunities and events for those involved in the arts. Common topics included opportunities for paid gigs, exhibits, classes, and conferences.