Customer Support Coordinator Patient

JOI C. COLON

Germantown, MD (***) *** - **** ********@*****.***

https://www.linkedin.com/in/joi-c-527ba614b/

HEALTHCARE PROFESSIONAL QUALITY ASSURANCE HEALTHCARE PROGRAM SPECIALIST

Healthcare Professional leveraging 15+ years of proven experience in quality assurance and program operations within the healthcare industry. Ability to effectively communicate tasks, analyze and resolve difficult issues in the assigned area of responsibility involving accountability processes, work methods, and data management. Highly proficient at providing ongoing program training, call quality and quality monitoring, coaching and feedback; handling escalated inquires, workflow management, and client deliverables. Extensive knowledge at making sure products meet client and industry requirements, updating databases, account management, and healthcare reimbursements. Adept at planning and directing large projects, providing customer support, and overseeing methods with recurrent success implementing plans that drive profitability, sustain growth, and ensure success. Possesses a comprehensive background in leading teams, training and mentoring staff, excellent problem solving, critical thinking, organizational skills, and streamlining processes and procedures. Career supported by a Master’s in Business Administration.

●Team Leadership

●Quality Management

●Account Management

● Employee Engagement

●Healthcare Reimbursement

●Training & Development

● Client Relationship

●Reports Presentations

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Covance - Gaithersburg, MD 2019 - Present

Program Associate

Supports operations for the Botox One program as a subject matter expert. Manages the Southeast Region by providing ongoing program training, call quality and quality monitoring, coaching and feedback; handling escalated inquiries, workflow management, and client deliverables.

●Manage edits and updates to training materials, team communications, and system launches, logistics for Foundational Regional Trainings.

●Conducts monthly call quality audits and identifies trends to implement training and coaching.

●Facilitates instructional and onboarding training for new employees and contingent workers.

CareMetx - Bethesda, MD 2016 - 2019

Quality Assurance Specialist

Monitored the performance quality of the Access 360 and Actelion programs, including a comprehensive review of interactions and support request processing for accuracy, policy compliance, call handling guidelines, and customer service standards.

●Evaluated quality data to identify trends and advise program leadership on performance feedback and improvement.

●Improved service quality by completing service, technical system, compliance, and process audits.

●Represented quality team in calibration meetings with QA, Training, and Operations Leadership.

AmerisourceBergen - Rockville, MD 2010 - 2016

Training Coordinator Patient Service Liaison

Contracted through The Lash Group to develop relationships with patients and physicians in New York through effective case management and relationship building; oversaw training of all new hires. Obtained pre-authorizations for therapies from insurance carriers, resolved financial obstacles, and educate physicians and patients on reimbursement processes. Identified clinical requirements and developed supporting training processes before initiation of and for the duration of services.

●Oversaw new hire training to ensure understanding of and compliance with corporate guidelines and client requirements.

●Managed execution of client integration processes to comply with contract requirements and exceed client expectations.

●Spearheaded initiative to streamline and implement quality guidelines and best practices for a team of 20 case managers.

●Improved perception of reimbursement services, as evidenced by #1 Humatrope rating in 2013 Net Promoter survey.

JOI COLON PAGE 2

Lockheed Martin - Rockville, MD 2004 - 2010

Administrative Support Senior Specialist

Supported Communications team through managing logistics of company events and local and international Trade shows

●Arranged meetings, trade shows and company events including reserving meeting rooms, venues and setting up telephone and video conferences, facilitating catering and shipments of trade show materials

●Maintained the schedule for the Director and Program Managers

●Composed company communications, weekly newsletter and magazine articles

EDUCATION CERTIFICATIONS

Master’s in business administration University of Phoenix

Bachelor of Arts in Communications Fontbonne University

TECHNICAL SKILLS

Software: Microsoft Office Word Excel PowerPoint SharePoint

Operating Systems: Mac Microsoft Windows Windows 10

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