Sharecare

Lead Family Health Advocate

SamaCare

Customer Operations Associate II

Accolade, Inc.

As a valued member of the organization, I have had the pleasure of assisting in customer support revolving around member benefits and claims.I have facilitated 12% increase in quality scores for several peers through coaching program that I was selected for by upper management. I have recently spoken to new hire classes about importance of our organization and continued support from company.
All while aiding in our escalation support team to resolve complex issues and de-escalate upset members.

I have worked hand-in-hand with members to clear any complications between billing and member in regard to facility coding for claims. This includes resolving issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and chat- based interactions. I thoroughly explained benefits to plan participants in easy to understand terms in order to educate each on available options. Assisted in training team members in policies and procedures and offered insight into best ways to manage job tasks and duties.

I have determined client needs and financial situations by listening and scheduling fact-finding appointments. Tracked pending authorizations to resolve discrepancies. Helped members navigate enrollment process and choose appropriate options. And handled more than 40 daily inbound calls from health plan customers. I maintain full and current understanding of available plans, products and services and resolved problems related to benefits, eligibility and claims.

Advanced Health Assistant

Fresenius Medical Care North America

My responsibilities within this role include collecting and transporting multiple specimens to prepare for lab testing. I assisted in assembling admissions pages and added new pages to over 140 patients' charts.
While supporting patient admissions, discharges and transfers to promote team productivity.
I responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance. This also included obtaining patient vital signs and reporting results to staff nurse or physician, noting changes from prior measurements.
I monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery. Developed relationships with 5 new staff members, and assisted 5 existing staff members in their career development.

Patient Care Technician II

Best Buy

My role here was to keep customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations. I oversaw signage, pricing and shelf labeling to promote neat, professional presentation. During this time, I assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings. I activated both contract and pre-paid wireless phones for over 100 customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts. I tracked and recorded department inventory of products and replenished, faced and organized merchandise on shelving. I operated product tools, equipment and point of sale terminals while accepting and processing payments and purchases for new equipment using POS system. I provided exceptional services and pleasant shopping experiences to retail customers and offered friendly and efficient service to customers, handled challenging situations with ease. I drove operational improvements by 15% which resulted in savings and improved profit margins. I worked hand in hand with management to collaborate with team members to achieve target results and proved successful working within fast-paced atmosphere. I developed and implemented performance improvement strategies and plans to promote continuous improvement.

Lead Mobile Solutions Expert

Mercy Care of Northern New York

Certified Nursing Assistant

Ranchwood Nursing Center

Capable member success advocate dedicated to providing superior support for members in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Supports qualified staff in management and execution of clinical practice. Collaborates with multi-disciplinary team and acts as patient advocate to deliver quality care. Undertakes range of clinical support functions and participates in continuous quality improvement initiatives to enhance quality of patient care and member service. Skilled in Mobile Applications, Management, Technical Writing, Healthcare, and Customer Experience. Strong healthcare services professional with a bachelors of science in health management.

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Laura Dobbins

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Laura Dobbins

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