Results-driven Client Services professional with expertise in process optimization, client relationship management, and cross-functional collaboration, delivering impactful solutions that exceed performance goals.
Experience
Aya Locums
Jul 2021 – Aug 2024
Program Manager
● Supported a high-volume client portfolio by developing service strategies aligned with KPIs, retention, and satisfaction metrics.
● Resolved escalated service issues and conducted root cause analysis in collaboration with compliance and operations teams.
● Tracked and reported client performance trends using Power BI and Excel to inform retention initiatives and early intervention.
● Delivered SaaS onboarding and ongoing education to client stakeholders, including broker partners and internal teams.
● Liaised across departments to coordinate updates (reporting, service changes, compliance notifications) and meet turnaround SLAs.
● Managed documentation updates in Salesforce and ensured timely submission of client-related changes and reports.
Brookdale Home Health
Sep 2020 – Jul 2021
Team Scheduler
● Served as internal point of contact for scheduling, records, and service workflows across Medicare and private pay populations.
● Collaborated with interdisciplinary partners to ensure compliance, accuracy, and customer satisfaction.
● Supported care continuity and resolved service risks by coordinating across insurance, clinical, and administrative teams.
Tampa General Hospital
Jan 2018 – Jul 2020
Patient Access Specialist
● Scheduled surgeries, verified insurance, and managed sensitive patient-facing service issues with empathy and precision.
● Managed communications with brokers, physicians, and payer reps to streamline workflows and reduce administrative bottlenecks.
● Maintained accurate documentation and flagged compliance risks for early resolution.
