RESUME

Customer Success Manager, COZEVA July '20 - Feb '24

 

• Managed client relationships ensuring retention of multi million biannual contracts, increased client’s daily utilization of product on average by 25%, and optimized interoperability for improved year over year client performance.​​

• Responsible/sole owner for over 25 product enhancements including scoping and delivery between clients and the company’s India engineering team to ensure data continuity with a patient centered framework.

• Project managed deliverables and client/auditor communication across +25 provider organizations that participate in the IHA AMP program, completing the audit with a 100% pass rate.

• Trained and optimized client’s workflows to adopt Natural Language Processing product resulting in saving clients on average 3 FTEs a year and significantly improving Risk adjustment scores.

• Unearthed and managed project risks related to data integrity by escalating client’s data transmission issues quickly to reduce stale claims with downstream impacts on patient care and third party audits.

• Implemented strategic EHR integrations (ie., athena, OfficeAlly) with high patient volume clinics, reducing manual work for office staff and mitigating claims lag time for audit reporting resulting in improved performance. 

• Drove and owned implementation of over 50 products and data sources such as an AWV incentive program, Flu and Pneumonia measures (non-HEDIS), ADT feeds (hospital activity), CMS return files (MA04, MMR, RAPS, EDPS)

• Assisted with performance reporting for client’s Board of Director meetings at various hierarchical levels (IPA, PO, region, clinic); eg. metrics: CMS 5 star quality rating, CMS risk adjustment, ED utilization and preventable visits for case management, AWV completion for provider incentives.

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Real Estate Investor, Property Manager, and Airbnb Super Host Feb '23 - Feb '24

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Purchased my first property in Austin, TX and earned Super Host status within 1 month. Hosted over 100 guests in 8 mo

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Service & Operations Manager, Special Projects Coordinator to the CEO, Proximity Learning    July '18 - Feb '20​

 

Played a critical role supporting company growth from $3 million to $10 million under 5 months by improving operational effectiveness across cross functional teams and advised the CEO on new project strategy in line with current trends.

 

Special Projects Coordinator, The Daring Way  (part of the Brené Brown Educational and Research Group)    Nov '17 – May '18

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Supported the assistant director by managing the membership database for +1,500 profiles; constructed communications language in line with company culture; and provided logistics and operations support for 6 national trainings.

 

Private Tutor, Houston    Aug '13 - May '17

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Developed and implemented comprehensive lesson plans that accommodated specific level in one-on-one settings with elementary, middle and high school students in subjects including English, History, Biology, Chemistry and Math.

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Administration and Regulatory Affairs Intern, City of Houston    Jan. '17 - Apr. '17

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Completed policy analysis of over 50 senate and house bills during 2016 legislative session; submitted annual reports on energy consumption and CO2 emissions of over 2,000 meters into internationally utilized C40 and S.T.A.R. databases; managed outward media communications for sustainability dept.

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Community Outreach and Development Intern, Planned Parenthood Generation Action    Sept '16 - May '17

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Founded a student health organization which upheld Planned Parenthood’s mission and values by holding 8 events on campus including an intersectional reproductive justice training with 3 national non-profits - NARAL, ACLU, and Planned Parenthood.

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Office Manager, Jane Ann Leeves, M.D.    Jan '16 - Aug '16

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Led project development and implementation on new card payment and electronic medical records systems for +700 patient charts; managed physician communication with a network of +30 colleagues and +500 patients.

 

Resident Advisor, University of Houston    Aug '13 - May '14

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Collaborated on a cross functional, diverse team of 16 to manage an 800+ upperclassmen student residence hall at an urban public university. Created monthly informational boards that promote diversity, inclusion, academics, engagement, sexual health and wellness. Assisted in recruitment, hiring and training of new Resident Advisers.

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Supply Chain Analyst Intern, Mitsubishi Caterpillar Forklift of America    May '13 - Aug '13

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In the service parts department, analyzed cost/price variance reports; capitalized on cost­ down opportunities and negotiated with vendors.

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Teacher’s Assistant and General Writing Consultant, The Writing Center at UH    Jan '13 - May '13

 

Provided training in critical reading, facilitated the process of composing academic forms of writing within various modes and genres, and aided students in computer literacy, oral presentation skills, and MLA formatting. Created interdisciplinary syllabus for a remedial college level English course.

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* Plus 10 years of customer service experience! Read about when I worked on a private yacht and at SXSW here :D

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​* Read about my variety of direct patient care and community health experience here!