Completed quality evaluations for call center interactions to monitor adherence to policies and procedures, inform training and staffing decisions, and improve customer service provided to members. -Monitored Call Center staff verbal and written communications through live call monitoring and review of call recordings, documentation, letters and emails to ensure staff compliance with policies, procedures, and regulations. This includes communication with clinical staff, processing of referrals, reimbursements, and disenrollment, and capturing and resolving complaints in a timely and comprehensive manner.-Completed required monitoring documentation, such as call monitoring scorecard, to capture successes and areas for improvement.-In coordination with leadership, provided feedback on common errors and suggestions for resolving potential gaps in training or retraining for Call Center staff.-Suggested improvements to call monitoring and quality assurance process, documentation, and reporting.

Managed and coordinated quality oversight file review processes for Care Team, made daily updates to Care Team protocols and job aids.-Created quality oversight file review schedule and assignments, led monthly calibration meetings, and updated evaluation forms to ensure completion of quality audits on a consistent basis.-Conducted quality audits for the Care Team and met one on one to share feedback and improve performance.-Implemented quality improvement training plan for underperforming coaches for additional training in areas of weakness, provided one on one coaching/mentoring.-Developed and maintained Care Team protocols and job aids, managing cross-team update and edit requests, to increase accuracy, clarity, and alignment. -Helped develop and maintain member-facing content library of short articles for diabetes, hypertension, and depression management to allow coaches to help support members more efficiently.-Supported new coaches through updates to mentoring program, improving coherency of training and ease of transition to training graduation.-Partnered with the Product team to help plan updates to the app and coaching console to improve workflows, usability, and consistency.-Managed a caseload of 15-45 members with diabetes, hypertension, and depression to maintain first hand perspective on any needed updates to protocols, job aids, and content.

Coached 100 members directly, managed content library, and conducted quality audits in rapidly changing healthcare startup environment. -Edited, proofread, and optimized protocol and process documents to increase clarity and alignment.-Conducted quality audits for the Care Team to share expertise, assess performance, and document results.-Mentored new Care Leads, providing comprehensive overviews of expectations, shortening learning curves, improving quality, and driving business initiatives.-Helped develop member-facing content to enable coaches to better support members. -Served as the coach point of contact for mental behavioral health program development, supporting the creation of new protocols, developing new content for members, and rolling out a mental behavioral health pilot content journey.

Served as a virtual health coach to over 250 members with type 2 diabetes / hypertension. -Supported, educated, and offered suggestions and feedback to help progress members toward their health goals, including in areas of nutrition, physical activity, blood glucose and blood pressure pattern management, medication adherence, and stress management.-Created personal care plans for each member’s chronic condition management using the Onduo platform and Athenahealth EHR. -Reinforced motivational interviewing skills throughout interactions with members, leading to better outcomes. -Collaborated with endocrinologists, pharmacists, nurses, and Certified Diabetes Care and Education Specialists to help align across the team and bring members the best care possible.-Helped develop and edit health content for members, and transferred over 500 content cards from Google docs into a content management system to increase ease and efficiency of searching and sending content.-Co-founder of company Wellness Committee to encourage health and wellness of employees.

Provided case management for low-income adults with severe mental illnesses. -Used motivational interviewing to help connect clients to community resources.-Educated and supported clients with managing benefits / time, developing coping skills, learning organizational skills, budgeting, and self-advocacy to lead them towards program graduation.

-Translated / edited material from German to English.-Conducted literature research.-Contributed to project on workplace burnout and depression for research presentation.