Experience

• 

  Kareo

  Jul 2014 - Jul 2022

  - Develop team members in their Professional Journey- Manage case queue assignments, create phone/chat support schedules, take customer escalations, floor support.- Develop Team Metrics and run productivity reports- Develop Quality Audit Process and perform quality checks.- Develop and deliver employee Trainings- Work directly with multiple teams across the organization (Sales, Customer Onboarding, Training, Engineering, Technical Support, Etc.) to provide Support and Calibration as needed, as well as develop and implement cross-team projects.-Other Administrative Tasks Show less -Enabled Kareo Customers by guiding them through the EDI Enrollment process ensuring they are successfully linked to any necessary insurance companies and Kareo Partners. -Dealt directly with 900+ health insurance companies throughout the USA as well as multiple Kareo partners and vendors, ensuring all connection requirements were met. These included: phone, email and chat interactions, online forms, vendor specific systems, and notarized physical contracts. -Ensure customers receive an excellent experience and all tasks are completed in a timely manner. This while meeting Kareo’s internal Quality expectations and Service-Level Agreements. Show less

  • Quality Supervisor - Customer Success Shared Services

    Dec 2020 - Jul 2022

  • EDI Enrollment Supervisor

    Jul 2017 - Dec 2020

  • Electronic Laboratory Connections SME

    Feb 2016 - Jul 2017

  • EDI Enrollment Specialist

    Jul 2014 - Feb 2016
• 

  Tebra

  Jun 2022 - now

  As Co-Chair of the BRIGHT Employee Resource Group, I lead efforts to foster an inclusive workplace where employees feel supported and empowered. BRIGHT's mission is to provide a safe space and sense of community for employees to ask questions, share experiences, and access resources related to disabilities, learning disabilities, chronic health conditions, and mental health. Our focus is to create an environment where all employees can thrive by improving onboarding and training processes to be more inclusive and accessible.Key Responsibilities:-Co-lead initiatives to enhance awareness and resources surrounding disabilities, mental health, and chronic health conditions.-Foster a safe, supportive space for dialogue and community building.-Collaborate with leadership to improve onboarding and training materials for inclusivity.-Drive programs that enhance employee well-being and create positive, lasting impact. Show less Lead the Quality Team, driving alignment with organizational quality goals Interim oversight of the Workforce Management team Manage and maintain the Knowledge Base, facilitating easy access to critical information Drive process optimization initiatives to improve efficiency and performance Collaborate with senior stakeholders across multiple teams to achieve strategic objectives and ensure successful outcomes Apply complex problem-solving skills to address challenges and implement effective solutions Leverage critical thinking to evaluate processes, identify improvement opportunities, and guide decision-making Show less

  • Co-Chair, BRIGHT Employee Resource Group (ERG)

    Sept 2024 - now

  • Manager, Quality and WFM

    Jan 2024 - now

  • Quality Supervisor

    Jun 2022 - May 2024