Executive Assistant Customer Service
Resume:
BIANCA
LELUYER
Client Experience &
Clinical Operations
WORK HISTORY
Genome Medical, S. San Francisco, CA (Remote)
May 2018 – Present
Coordination Manager, Clinical Operations
• Cross-functional liaison managing clinical operations for a nationwide telemedicine practice, expediting delivery and access of services through virtual care.
• Manage business processes improvement initiatives to support the scaling of operations.
• Lead strategic planning to support volume, efficiency, and commit to achievable milestones.
• Create and maintain internal processes, including workflow diagrams, for use by departments to measure and manage the risk of projects, ensure customer success, and drive scalability.
• Provide regular (weekly/monthly/quarterly) reporting for clinical team’s operations to Clinical and Executive leadership, enabling each group to derive value and actionable insights.
• Work with Business Development and clinical leads to vet new business proposals, driving standardization and providing a ‘go-no go’ for non-standard workflows.
• Ensure effective flow of information to and from clinical team members to other cross- functional groups within the org (i.e. top down/bottom up), fostering positive communication.
• Partner closely with Customer Success for successful implementation and support of ongoing relationship management, yielding increased utilized of services by clients and partnerships.
• Collaborate with relevant clinical team members to gather input on user experience and product content to assist with feature development.
• Create and deliver training to the team for new partner workflows and product enhancements.
• Work with clinical leadership and product to identify if and when appropriate to implement external solutions for clinical needs and support (i.e. training tools, time tracking, language).
• Lead, coach, and motivate direct reports to provide white-glove support to clients, patients, and clinical network across the Genome Medical experience.
• Work with the team to achieve department performance goals, operations turnaround time, customer conversion, and other SLAs identified over time by the organization. Clinical Coordination Lead
• Lead the team of care coordinators to provide white-glove service to patients and clients.
• Developed project plans to ensure strong delivery; monitoring and tracking progress.
• Partnered cross-functionally with Product/Engineering, Customer Success, Marketing, and other clinical leads to support incoming volume and overall client maintenance.
• Acquisition of leading key stakeholder clients, acting as the clinical team voice.
• Metric analysis, reporting, and interpretation for the business team. Cooper University Hospital, Camden, NJ
September 2016 – May 2018
Sr. Operations Coordinator
• Lead the team of Staffing Coordinators responsible for scheduling nurses and techs across units, utilizing pool, reducing overtime, and eliminating agency use.
• Managed and implemented clinical operations workflows for the department.
• Provided logistics support to executive leadership.
• Managed and reported daily, monthly, and quarterly metrics to drive actionability.
• Intercept all inbound communications across all units of the health system.
• Conducted rounds on all units to report real-time needs of the PCS department.
• Responsible for all record keeping and intra and inter-departmental communications. trueEX Group, LLC., New York, NY
January 2016 – June 2016
Business Operations Intern
• Internship under Chief Operations Officer for innovative tech start-up.
• Managed several moving projects simultaneously, leading from ideation through completion.
• Partnered with product/engineering to implement client-facing UX.
• Designed and implemented workflows for the onboarding of new clients and customers.
• Focused on processes improvement to yield greater productivity (input vs. output).
• Responsible for all clerical logistics and cross-functional operations support.
• Reported weekly/monthly metrics utilized by C-Level executives, sales team, marketing team to drive cross-department benchmarks and goals.
• Executed all digital master documents of new-company acquisitions. OBJECTIVE
Innovative, performance-focused leader with
proven business acumen seeking a role in
client experience/operations. A committed,
enthusiastic team player with ten years of
progressive leadership experience thriving in
fast-paced, high growth companies.
Passion for the SaaS industry and working in
a mission-driven start-up environment.
SKILLS
• Strategic, solution-oriented thinker
• Prioritizes a fun, positive culture
• Extensive remote and virtual experience
• Leveraging data to meet organizational
goals and fuel strategic planning
• Product knowledge to drive smooth UX
• Project management and lifecycle
• Strong verbal and written communication
• Cross-functional collaboration
• Confident, empowering leader
• Client success and customer service to
ensure fruitful business relationships
• KPI development and maintenance
• Established track record of exceeding
departmental targets and SLAs
• Workflow implementations
• Processes improvement
• Identifying areas for efficiency
• Exceptional attention to detail
• Coachable with a ‘can do’ attitude!
• Proficiency in: Microsoft Office, Google
Suite, Zendesk, Jira, Salesforce, EMRs,
Slack, core systems, etc.
CONTACT
adlnwt@r.postjobfree.com
www.linkedin.com/in/biancaleluyer11
BIANCA
LELUYER
Client Experience &
Clinical Operations
WORK HISTORY CONTINUED
Jefferson Health, Sewell, NJ
September 2014 – January 2016
Sr. Rehabilitation Assistant
• Executive Assistant to the Director of Rehabilitation Services.
• Responsible for office management of the rehabilitation department(s) for multiple locations, expanding to sub-acute, inpatient, and outpatient settings in the Southern Jersey region.
• Managed monthly/quarterly office budget, monitored department inventory for clinical needs.
• Compiled and distributed required materials for Board of Directors and Committee meetings.
• Generated daily schedule for appropriate frequency treatments and newly admitted patients.
• Provided smooth, direct communication between all necessary departments, working collaboratively as a multidisciplinary health team to benefit patient care (i.e. Social Services, Nursing, Nutrition, and Billing departments).
• Created department resources, materials, master files, and templates for office supplementation and efficiency.
November 2010 – September 2014
Physical Therapy Aide
• Supported coordination of care throughout the treatment plan to the following disciplines in the rehabilitation department: physical therapy, occupational therapy, and speech pathology.
• Assisted in direct patient care for disciplines stated above.
• Managed an active calendar of appointments, insurance deadlines, and expired prescriptions.
• Administrative and executive support, including but not limited to, filing, faxing, phone coverage, weekend preparation, and overall department needs. ACADEMIC BACKGROUND
Bachelor of Science in International Business
Stockton University
Pomona, NJ
LEADERSHIP AND ACHIEVEMENTS
• Awarded Employee of the Quarter for organizational efficiency, rapid remote team expansion, and positive culture contributions.
• Created and deployed two Quality Assurance Programs for clinical operations department.
• Lead department to achieve eight consecutive quarters of exceeded SLAs for 2019 and 2020.
• Member of the Core Teams Task Force, working to utilize core teams within the organization to drive innovation, decision-making, managing deliverables, and empowering progress.
• Created onboarding/30/60/90-day plan and training resources for roles within the department.
• Transitioned team to remote working environment, created structure for team dynamic.
• Retired old documentation system, managed transition into new in-house built EMR.
• Rolled out data-driven department reorganization (realigned areas of focus, roles and responsibilities, and clinical support of team members).
• Managed clinical support in response to extreme volume increases, creating and deploying Rewards and Recognition program(s) to drive incentive and efficiency.
• Successfully developed and deployed projects, meeting deadlines for three consecutive years.
• Redesigned the clinical operations department to a regional focus to drive efficiency, leveraging capacity planning and national efficiency goals.
• Devised a resource management system, decreasing employee navigation by 50% and strengthening client support.
OBJECTIVE
Innovative, performance-focused leader with
proven business acumen seeking a role in
client experience/operations. A committed,
enthusiastic team player with ten years of
progressive leadership experience thriving in
fast-paced, high growth companies.
Passion for the SaaS industry and working in
a mission-driven start-up environment.
SKILLS
• Strategic, solution-oriented thinker
• Prioritizes a fun, positive culture
• Extensive remote and virtual experience
• Leveraging data to meet organizational
goals and fuel strategic planning
• Product knowledge to drive smooth UX
• Project management and lifecycle
• Strong verbal and written communication
• Cross-functional collaboration
• Confident, empowering leader
• Client success and customer service to
ensure fruitful business relationships
• KPI development and maintenance
• Established track record of exceeding
departmental targets and SLAs
• Workflow implementations
• Processes improvement
• Identifying areas for efficiency
• Exceptional attention to detail
• Coachable with a ‘can do’ attitude!
• Proficiency in: Microsoft Office, Google
Suite, Zendesk, Jira, Salesforce, EMRs,
Slack, core systems, etc.
CONTACT
adlnwt@r.postjobfree.com
www.linkedin.com/in/biancaleluyer11
Contact this candidate