Orchestrating communications as they relate to member service, outreach, education, and member retention. Ensuring adherence to process and help internal partners understand timelines and dependencies. Overseeing policies and procedures and compliance reporting duties related to member communications. Working at the intersection of health communication, customer service, member experience, marketing, and technology — at the very heart of Devoted Health's strategy.

Stood up operations and functions for a new team charged with engaging and assisting members within digital channels of communication (text / email)Collaborate with stakeholders across the organization to pilot new operational and member engagement initiativesClosely monitor and track productivity metrics against goals, and work with leadership and peers to adjust and hone processes to improving operational efficacy and efficiencyPilot new operational processes and UI features in coordination with lead, product, and engineering partnersCoordinate inter-departmental resourcing for digital engagement operations and resourcing for Stars measures, disease management, and other administrative clinical initiatives

Working at intersection of member service, member experience, member communications, and data-driven technology Worked closely with Lead of Member Experience and Program Managers to stand up Digital engagement operations and resources, mainly with texting, but also within the email space Managed and honed survey (Qualtrics) operations where data was captured, ingested, reviewed, and actioned on not only within Member Experience but also in relation to service recovery/customer service functionsAssisted with and reported out for cross functional communication in relation to data ingested from multiple inputs across Member Experience operations (surveys - text/email/Qualtrics, inbound SMS conversations, phone calls)Execute texting, email, and outbound member engagement campaigns Provide Devoted members the same great experience offered over the phoneAssist with member content creation that is useful, actionable, and easily understood

Main point of contact for health plan members and their representatives executing multiple requests daily ranging from transportation, care coordination, and plan benefit explanationDeveloped and innovated new operational methodologies as part of a multi-disciplinary team by networking and drawing on multiple key personnel in cross functional rolesSupported and assisted colleagues with routine functional questions and complex situational issues as part of a larger collaborative team with multiple levels of company management

Drove leads and sales with prospective customers in flooring, appliance, and mainly Millwork departmentsAssisted customers with general product, DIY, and home improvement questionsCross-trained in 7+ departments (evening closer) and mentored new hires

Handled 50-100+ telephone requests daily with appointment scheduling, processing of administrative requests, chart review, coordination of care requests, interdepartmental communications, and patient education and instruction on VA processes Mentored and trained new MSAs to clinical contact center best practices and day to day operations Creator and admin for Call Center Dashboard with purpose of tracking day to day changes for all VA Maine primary care providers, clinics, and other related operational processes Lean Six Sigma Yellow Belt trained with specific focus towards process resign, data collection, and quality improvement across multiple healthcare services Co-coordinated / executed stand-up of new patient facing call center for primary care clinics for the Capital region / central New York State while implementing all operational aspects of stand-up from call center SOPs, network infrastructure, telephony operation, inter-clinical operations, and other administrative functions Interviewed, mentored, and trained new MSAs to primary care call center best practices and day to day operations Coordinated cross-team work (Non-VA care) to improve specialty clinic patient flow Member of regional leadership academy, trained in Human Centered Design innovation techniques, and assisted with multiple Lean Six Sigma process redesign projects Subject matter expert in multiple specialty surgery clinics performing various scheduling tasks including consult management Initiated and maintained processes for unique situations in the primary care, i.e. (booking patients into the lodging units, group messaging multiple representatives to coordinate multiple appointments in multiple grids in one day) to facilitate better access to care

Mentored and trained new MSAs to department positions including specialty and primary care roles Served as subject matter expert to department support personnel and providers areas of customer relations, scheduling best practices, interpersonal communication techniques, and provided in depth process education to patients during their VA health care journey Supported Primary Care and Compensation and Pension clinic operations handling day to day department key metric reporting functions including electronic consult report, change of provider requests, new patient consults for primary care, wait time averages, and reported trends and issues out to management

Supervised scheduling, customer engagement, and overall administrative duties of 14 medical/surgical secretaries while collaborating with EMR/medical records department to support practice operations Collaborated with clinical care team to coordinate care across one main surgery practice and 5+ satellite offices dealing with 5 sub-specialty surgical care sections and coordination of advanced medical imaging Direct oversight of call center operations with data collection and analysis with operational changes made to improve against industry standards (average speed of answer, length of call, total call volume, call volume trends, call abandonment rates) Developed and facilitated new program for daily morning team huddles and team meetings to manage call center/scheduling operational issues, projects, and open forum Solicited provider/clinical staff input in problem solving on operational issues or procedures

Acted as interim site manager handling personnel performance improvement initiatives through data collection and analysis, peer coaching, shift scheduling, and quarterly reports to management Assisted with data collection projects to evaluate CMS metrics for emergency room visits Documented all patient encounters and procedures with proper narrative, history, exam findings, plan, and coded for CPT/ICD-9 and 10 ensuring compliance with established processes, policies, and regulations Advanced knowledge of medical terminology utilized by providers and effectively understood and observed real time findings, procedures, and processes and documented such into EMR Networked with RNs, physicians, and other hospital staff to improve patient throughput and outcomes in the emergency department Effective communicator as patient and staff liaison for emergency room physicians

Led patient care team with other pre-hospital health professionalsProvided medical care to the sick and injured in an emergency settingIT systems administrator handling maintenance and various requests for assistance with hardware and software issues

-Effectively coordinated transportation needs for 1000+ people from various regional airports/local locations -Worked with senior staff to revise strategies to improve alumni interaction through transportation needs -Created daily transportation itineraries, mileage, vehicle condition, and fuel usage reports

Provided patient care in first response BLS agency on a college campus of 2,000 studentsEducated professional staff and improved AHA BLS CPR course completion documentation.Reviewed patient care reports as part of QA/QI committeeRecipient of the Steve Lillis EMT/First Responder Award, honored for leadership, dedication, and excellence in the field of emergency medicine

Performed clerical duties, such as word processing, data entry, answering phones and filing multiple paper charts Monitored vital signs, such as blood pressure and pulse Responded appropriately to the physical, emotional and developmental needs of patients Performed tasks delegated by a licensed professional, including blood draws, POC glucose testing, and EKGs

Administered limited direct patient care and medication management for over 80+ childrenActed as liaison to parents, program staff, NYS DOH personnelDeveloped and implemented reference guide and care plan per DOH regulations