Patient Care Customer Service
Resume:
Diana Pritchard
Strasburg, VA *****
***************@*****.***
Work Experience
Market Manager
Gale Healthcare Solutions – Tampa, FL
October 2023 - Present
Present weekly performance metrics analysis versus target objectives to leadership with key actions to drive optimization. Work closely with the VP and senior Leadership for the alignment of sales objectives and work on plans that produce results. Work with supervisors and teams to identify areas of development and ensure that meaningful individual development plans are in place. Make sure that procedures, practices, and policies are conveyed, monitored and led across the patient care team, including supervisors and their teams. Make sure the patient care teams are supported and informed of necessary information in order to conduct successful day-to-day functions and special projects. Convert customer service plans into specific, attainable success metrics. Perform regular and consistent one on one conversations with the internal patient care team and direct reports to review areas of improvement and successes in order to uncover solutions and to coach and mentor as appropriate. Lead relationships with our third-party partners, ensuring they are properly integrated in the day-to-day operations to achieve all key performance metrics. Create plans and contingency to minimize impact to regular productivity and effectiveness of the patient care function. Oversee design and delivery of effective training policies, procedures and materials to support patient care performance metrics.
Operations Support Specialist
Gale Healthcare Solutions – Tampa, FL
December 2021 to October 2023
Monitor what shifts have not already been covered by Gale clinicians. A proactive “old school” approach is often necessary to fill waiting shifts, late call-out shifts, no call/no show shifts, and late call shifts in support of the facility. The OSS must use a litany of approaches and tools to cover an open shift. The OSS must also advise and empower facilities that have not yet fully adopted the Gale technology to ensure that they have appropriate training on using the Gale platform.
CMA/Account Trainer
Centro Global Solutions - Winchester, VA
September 2017 to 05/2023
Train new hires on the proper protocols of doing health coaching and lead generation calls with patients. Help set up the programs and applications that they need to perform their jobs correctly. Perform quality for each of the agents’ calls and fill out their results and discuss the changes and the positives of their calls. Use VoIP line to reach out to patients for their scheduled monthly health coaching call. Demonstrate excellent customer service skills by following specific scripting requirements during all telephone interactions to ensure call quality and standardization. Provide non-face to face assessments of patients with 2 or more chronic conditions and communicate any concerns to the provider and care team as appropriate. Document all patient calls in the EHR and help patients meet goals outlined in the provider's care plan. Provide education to patients with chronic conditions on the importance of medication compliance, diet, exercise etc., and ensure patients are following provider instructions for upcoming visits.
Customer Service Representative
Navient Corporation - Ashley, PA
October 2016 to August 2017
The Customer Resolution Specialist is charged with reducing delinquency and securing payments from delinquent customers by effectively communicating the importance of loan responsibility and the consequences of default. The Specialist counsels delinquent customers on all available repayment and deferment options to resolve the customer's delinquent status. Verification Specialist
TalentWise - Winchester, VA
September 2015 to August 2016
Responsible for processing employment background screenings, based on products and services TalentWise provides to clients. Provided phone and email customer support for contacts that use our products and services. Familiar with a broad range of online systems including: Salesforce and Microsoft Office.
Substitute Bus Driver
Shenandoah County - Woodstock, VA
January 2015 to August 2016
Responsible for following designated bus routes and responsible for safely transporting students to and from their school and home destinations.
Team Leader
Love's Travel Stops & Country Stores - Toms Brook, VA May 2014 to September 2015
Managed the sales floor by keeping shelves stocked and fronted. Completed End Shift/Deposit and managed inventory.
Administrative Assistant
CARE Medical Billing - Front Royal, VA
November 2012 to May 2014
Managed and maintained accounts and provided insurance verifications. Completed insurance billing and appeals for Chiropractors and Physical Therapists Familiar with Kareo, Future Health, Chirotouch, Practice Fusion and Zirmed.
Customer Service Associate
Cigna - Moosic, PA
July 2010 to November 2012
Responsible for processing health insurance questions based on products and services Cigna provided to clients. Provided phone and email customer support for contacts that use Cigna products and services. Managed outbound calls while delivering exceptional customer service. Office Manager
Power Concepts - Winchester, VA
January 2005 to June 2010
Scheduled inspections and meetings, managed payroll and payroll taxes, A/R, A/P Maintained personnel files to include processing of personnel actions, employee time and attendance records. Created and processed new employee hiring packets. Managed delinquent accounts and set finance charges for delinquent payments. Maintained project tracking sheets, managed fleet credit card and phone accounts, bank statements and deposits. Maintained communication with utility companies to ensure necessary power supply needs were provided to projects. Reviewed administrative issues as they arose to determine what the best course of action was to resolve them quickly and efficiently. Education
Diploma in General Studies
Strasburg High School - Strasburg, VA
1987 to 1992
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