Customer Service Network Development

Erica M. Tabilio

215-***-**** *****.*********@*****.***

LEADERSHIP PROFILE

An experienced healthcare professional with extensive experience in physician relations, population health, and clinical site operations resulting in consistent proven success in strategy execution that advances network development, performance, and growth goals. PROFESSIONAL EXPERIENCE

Aledade, Inc.

Network Development Lead June 2022-Present

Deploy necessary education, services, and tools to support core ACO transformation initiatives resulting in higher quality and reduced unnecessary cost of care.

Passionate about population health and highly mission-oriented around providing better care to patients while reducing costs and leading a high-performing team.

Foundational understanding of the healthcare delivery system for primary care practices and/or community health centers, and exceptional leadership and management skills.

ChristianaCare

Customer Success Manager January 2020 – June 2022

Provide essential internal support and outward-facing relationship management to grow the Direct-to-Employer book of business.

Serve as primary liaison to partner physicians, delivering the value proposition for contracted services; communicate clinical pathways and workflows to all stakeholders.

Supervise the customer experience, including monitoring and addressing patient survey results and routinely soliciting employer feedback; manage all escalated issues.

Implement departmental strategic growth plans for all aspects of physician practice acquisition, including contracts, due diligence, and proforma development. Virtua Health System

Physician Liaison Account Manager July 2019 – December 2019

Executed physician marketing strategies and business development plans by establishing mutually beneficial relationships via onsite visits and continuous outreach with physicians and key practice decision-makers; documented and tracked all outcomes in CRM tool.

Supported the development, communication and distribution of critical organizational data and educational information for targeted service line growth.

Researched/identified practice targets aligned with strategic growth plans; provided the initial introduction for physicians to health system programs and services.

Anticipated/mitigated problems identified by physicians; sought resolution to any issues and communicated responses promptly to stakeholders to ensure satisfaction. Trinity Health, Lourdes Health System

Engagement Specialist, Network Integrity June 2017 – July 2019

Exceeded target for physician recruitment into the Preferred Specialist Network; led contract signing and onboarding processes for physicians and practice personnel.

Documented outreach activities in CRM system; established meaningful tracking mechanisms for incremental increases in case volume by source; developed and routinely presented reports to senior leadership demonstrating profitability and positive ROI.

Initiated, managed, and maintained critical, outward-facing relationships with business and community partners; served as SME on health system offerings for all participating primary care and preferred specialist providers to meet capture rate goals.

Worked closely with ACO, hospital, and independent practice teams to create and maintain standardized referral processes and barrier-free pathways between aligned entities (including interactions across the LHS business lines) to achieve optimal satisfaction.

Assisted in the planning and promotion of numerous educational programs and special events to showcase services and specialists for a variety of audiences.

Made critical contributions to strategic plan designs, recognizing the need to pivot priorities based on knowledge of participating practices, health system and other market influencers.

Represented the department and/or health system at various business meetings, community events, and trade shows.

General Manager, Urgent Care April 2015 – June 2017

Led all day-to-day operations to ensure the delivery of exceptional care and services.

Supervised all non-physician personnel, including leading the interviewing/hiring, onboarding, performance appraisal, and disciplinary processes.

Established customer service initiatives to ensure optimal patient and physician experiences.

Supervised transmission of all reports for proper follow-up and continuity of care

Oversaw the implementation of all applicable regulations, policies, and procedures.

Organized and led all team meetings, including agenda creation and training opportunities.

Manager, Centralized Scheduling June 2008 – June 2017

Managed a team of 12 in busy outpatient physician-scheduling center responsible for 30+ primary care and specialty physician practices.

Tracked and compiled critical performance metrics, exceeding goals for improved Call Center volume, hold time, issue resolution, and successful appointment scheduling.

Served as Lead Scheduler, performing duties such as insurance verification, obtaining preauthorization for high-tech imaging and outpatient procedures, obtaining referrals for specialist visits, reviewing benefit information for specific procedures and scheduling appointments (including specialist consults and Diagnostic Radiology).

Primary accountability for resolution of all patient and personnel issues. EDUCATION

Strayer University

Bachelor of Business Administration Anticipated Graduation September 2024 Healthcare Software Expertise

Crimson Market Advantage CRM, Salesforce CRM, Microsoft Office, Tableau, NextGen, Emdeon, Athena, Passport, Navinet, E-Solutions, Premis, Intergy, SMS, IDX, Star, GPMS

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