Customer Service Public Health

Scott Kleinman

203-***-**** *******************@*****.*** Stamford, CT

Healthcare Professional

Retail manager transitioned to public health during COVID pandemic. Added population health expertise to extensive management skills/ experience.

Core Skills

Project Management Healthcare Management Recruitment Training Health Insurance Business Analysis & Improvement Documentation HIPPA Customer Service Electronic Health Record Systems (EHR) CRM Systems

Technical: EPIC Zoom Salesforce Microsoft: Work, PowerPoint, Excel, Teams

Professional Experience

Family Support Advocate Aug 2024 - Present

LiveonNY - New York, NY

●Deliver high-quality bereavement support to potential donor families Work in strong collaboration with hospital, LiveOnNY family services and clinical staff to evaluate family readiness for organ donation conversation Educate patient's family about the opportunity for donation and request authorization, or notify them of donor registry status Conduct a uniform donor risk assessment questionnaire (UDRAI) with appropriate NOK and complete all relevant documentation Ensure effective communication and strong collaboration with donor families, hospital personnel, physicians, related donation agencies, and other LiveOnNY staff Demonstrate sensitivity to diverse populations and their beliefs.

Community Health Worker Nov 2021 – July 2024

NYC Health + Hospitals – New York, NY

●Assisted 100+ patients in achieving health goals, addressing social needs, connecting to community resources Facilitated communication between primary care/ specialty providers, community/ mental health services Produced patient resource documentation incl. hospital resources, community services, benefit programs Collected and tracked data to support achievement of patient-centered care plan Trained/ mentored new hires Documented patient information in EMR system (Epic).

Public Health Advisor Jul 2020 – Oct 2021

NYC Health + Hospitals – New York, NY

●Conducted 500+ Case Investigations Supported clients utilizing trauma informed approach Facilitated access to health/ social resources for successful isolation/ quarantine Input/ ensured integrity of data in CRM system (Salesforce) according to HIPAA standards Contributed recommendations to the development and implementation of standard operating protocols/ procedures/ documents Trained/ mentored new hires.

Area Sales Manager Aug 2019 - Jun 2020

Saks OFF 5th – New York, NY

●Member of management team (1 GM and 2 ASMs) for store with $10m/ yr. revenue and 35 associates Assisted in recruitment/ hiring of store associates Led training process for all new associates Carried out associate performance improvement initiatives eg Monitoring and coaching best practice Provided management of store resources eg Scheduling, ordering supplies, cash deposits Monitored and tracked associate performance and effectiveness eg Customer feedback score Analyzed data to improve store performance eg Department/ store performance, inventory and staffing Coordinated with store/area management and corporate.

Department Supervisor Feb 2017 - Jul 2019

Lord & Taylor – New York, NY

●Supervised ladies’ shoes department ($10M/ year revenue, 40 associates) Provided operational support eg Ensured maximum floor inventory Assisted in recruitment/ hiring of store associates Led training process for all new associates Carried out associate performance improvement initiatives eg Monitoring and coaching best practice Coordinated with store/area management and corporate.

Team Lead Oct 2014 - Jan 2017

Macy’s LLC – New York, NY

●Provided excellent customer service Engaged customer with customer loyalty program Trained/ mentored new hires Documented store business processes/ workflows.

Education

Master of Science - Healthcare Administration

Fordham Graduate School of Social Services 2022 - 2023

University of Manchester Bachelor - Social Sciences

Licenses & Certifications

Healthcare Executive Leadership Simulation Columbia University

Mailman School of Public Health Cambridge College Certificate - Principles of Management

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