Senior Clinical Case Coordinator with Process Improvement Expertise

Douglas Lloyd

Sneads, FL *****• 727-***-**** • ******@***.***

Senior Case Coordinator with over 15 years of experience driving operational excellence and high-quality customer service within complex environments, including clinical and technical support. Proven leader in developing and implementing Standard Operating Procedures (SOPs), conducting quality assurance checks, and providing mentorship and training to new staff. Expert at handling escalated calls and issues, ensuring a warm provider experience, and managing high-volume case loads while consistently meeting performance goals and maintaining regulatory compliance. Proficient in CRM, EHR, call center technology, and process improvement initiatives.

Experience

INFORMEDDNA ST. PETERSBURG, FL (REMOTE)

2022 – PRESENT

Senior Clinical Case Coordinator

Mentorship & Training: Developed and led the training of new Clinical Operations Case Coordinators while consistently updating training materials and developing/revising Standard Operating Procedures (SOPs).

Operational Leadership & Quality Assurance: Assisted the supervisor with daily operations, including call, log-in/log-out, and chat monitoring, performing monthly quality assurance checks, and leading daily team collaboration efforts.

System & Process Improvement: Actively participated in continuous quality improvement by identifying and reporting process/procedure improvements to the supervisor and testing new system rollouts and changes.

Advanced Customer Service: Handled escalated calls or issues with a focus on providing a warm and friendly provider experience and ensuring high-quality customer service through timely, knowledgeable, and courteous interactions.

Task Management & Compliance: Managed daily operational tasks ("mojo tasks" and calls), maintained the ability to handle multiple, unrelated tasks with limited supervision, and ensured compliance with state and federal regulations.

2018 – 2022

Utilization Management Case Coordinator

Accelerated critical patient care processes by liaising with major carriers (Aim and Cigna) for time-sensitive records, utilizing IDNA Central to manage and upload data from high-volume faxes.

Exceeded all personal and departmental performance goals while actively contributing to team growth by providing dedicated training and onboarding for new employees.

Maintained operational efficiency by providing technical support, resolving IT-related issues, and expertly utilizing communication platforms like RingCentral, inContact, and Google Workspace.

Ensured high-quality service and compliance through rigorous professional development, including ongoing training courses and coaching from management.

2016 – 2018

Patient Care Coordinator

Managed full patient registration cycle for Genetic Counseling appointments, including high-volume inbound and outbound calls with patients and healthcare providers.

Ensured data integrity and seamless communication by verifying provider demographics and fax information, and accurately uploading Genetic Test results to patient charts.

Consistently exceeded departmental performance goals while strictly adhering to Standard Operating Procedures (SOPs) to maintain quality and compliant work practices.

ASURION LARGO, FL

2015 – 2016

Customer Service Representative

Resolved complex equipment issues for customers, specializing in diagnosing and troubleshooting problems related to cable boxes, remotes, and home wiring configurations.

Provided expert technical guidance for equipment setup, installation, and connectivity, ensuring a seamless user experience and reducing the need for field service calls.

Successfully identified and capitalized on sales opportunities during service calls, consistently achieving sales goals for package upgrades and additional services.

Other Relevant Experience

BRIGHT HOUSE NETWORKS CLEARWATER, FL

2015 – 2016

Event Management Coordinator

2012 – 2015

Online Sales Assistant

2006 – 2015

Outbound Relations Representative- Lead Position

2003 – 2006

Digital Multi-Media Services

Skills

Proven ability in customer relations, SLA attainment, and operational adaptability, supported by excellent communication and proficiency with call center technology, CRM, HR systems, Google Workspace, and Microsoft tools.

Education

Bachelor of Science, Counseling, Minor: Religion Liberty University Lynchburg, VA

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