Monica Lebrun Email & Phone Number

Tampa/St. Petersburg, Florida Area

• Collaborate with leaders in planning, creating, and implementation of educational materials designated for healthcare providers & plan members to increase plan quality performance through improvement patient experience metrics• Review and timely communicate results of program initiatives to leaders• Conduct market analysis utilizing consumer surveys to further enhance educational materials for healthcare providers and plan members alike• Build and maintain effective relationships with external and internal market teams to ensure cohesive program implementation and continued support• Provide in-person and virtual trainings to MSO representatives, physicians, and medical office associates on the impact of patient experience and provide tailored strategies to enhance outcomes• Educate health plan members on the importance of taking a proactive role in their healthcare by offering best practices for improving communication with their healthcare providers and health plan• Create and maintain interdepartmental collaboration to investigate, evaluate, and analyze trends in CTMs and create strategies to resolve issues to reduce the likelihood of future complaints against the health plan

Tampa/St. Petersburg, Florida Area

• Provide operational and technical support strategically and at a global level.• Ability to quickly triage, analyze and document incidents.• Ability to perform root / cause analysis, draw conclusions from troubleshooting results and make recommendations on system improvements.• Investigate and resolve production problems arising from development, system, or design errors.• Work with on-shore and off-shore developers and technical support staff to identify and resolve problems.• Train other VPS System Support team members in VPS applied project methodologies, troubleshooting best practices, and other department functions• Act as project owner for identified project issues, communicate progress, and obstacles to sponsors and/or management.• Ensures that project remains on schedule, or revises schedules as required with the appropriate consultation, approvals and communication.• Capability of working with limited direction and adhere to procedures to ensure that all information systems products and services meet company and client standards and end- user specifications.• Facilitate communication with impacted parties of reported issue status, proposed resolution, and resolution timeline and targeted release.• Proactively manage and hold weekly production ticket meetings on a global scale.

Miami, Florida

• Train pharmacy technicians locally and via remote applications with QS1 operating system.• Manage inventory, and work directly with Analyst on audits.• Resolving Billing Discrepancies.• Data entry and insurance processing.• Assist Pharmacy manager with budget and quality assurance meetings.• Help Manager implement new procedures to ensure quality assurance and performance effectiveness.• Provide customer service both in person and over the phone in an effective manner.• Assist in the opening of new sites and system upgrade testing.• Assist in facilitating communication between the patient and the insurance company.

Bachelor Of Arts, Psychology

Activities and Societies: Summa Cum Laude

Associate Of Arts, Psychology

Pharmacy Technician/Assistant