Cristina Malone

• Created project roadmaps with established timelines, assigned them to appropriate teams, and managed workflow throughout projects.
• Monitored the progress of each project to ensure the timely delivery of deliverables in accordance with established quality standards and project charters.
• Collaborated with cross-functional teams to define project requirements and objectives.
  Actively sought feedback from stakeholders throughout a project to identify areas needing improvement or adjustment.
• Created standard operating procedures to ensure consistency and adherence to processes.
• Identified and analyzed problems, bottlenecks, or inefficiencies affecting project progress.
• Collaborated closely with directors on long-term strategic planning initiatives related to projects in development or execution stages.
• Developed training documentation, Miro boards, presentations, and maintained all documents related to each project.
• Recognized signs of confusion or misunderstandings were clarified through targeted questions.
• Participated in regular status meetings with internal teams and external partners to track progress against established milestones.
• Took ownership of projects at risk of stagnation, driving them forward proactively.
• Drove continuous improvement of the project delivery process by providing strong leadership.

• Managed a caseload of over 20,000 across three matter types during the medical records retrieval process.
• Created and analyzed comprehensive reports detailing departmental performance & production performance metrics.
• Collaborated with management on long-term strategic planning initiatives and performance/productivity findings for the senior operations manager and executives.
• Resolved escalated client concerns by providing appropriate solutions.
• Maintained strict patient confidentiality while adhering to all HIPAA guidelines/regulations.

+ Operations Team Lead

• I briefed the team daily on policy, procedures, and best practices to improve the quality of our work.
• Reduced process bottlenecks by training and coaching employees on the implementation of procedures and performance strategies.
• Established a training catalog for three verticals and training manuals for team projects as needed.
• Managed over 50 daily correspondences and inquiries from stakeholders.

+ Case Coordinator

• Maintained meticulous notes to track request statuses and any correspondence with facility staff to ensure accountability and transparency.
• Engaged in effective communication with clients to gather relevant medical history and clarify any ambiguities related to their treatment, which facilitated a smoother process in obtaining records from healthcare providers.
• Skillfully resolved facility rejections and executed secondary searches by thoroughly analyzing the reasons for denial, such as insufficient documentation, compliance issues, or lack of authorization.

• Managed a team of 10 employees, and oversaw authorizations, medical records, and referrals departments across three care centers.
• Achieved a top 5 ranking in customer satisfaction ratings for the Palm River location.
• Collaborated with internal departments and cultivated relationships with in-network specialists to improve the client experience.
• Maintained detailed documentation of all changes made to the organization's networks, including contact information and best practices.
• Coordinated in-house diagnostic testing schedules and surgical clearance requests.
• Participated in regular meetings to discuss referral strategies, network expansion, and program performance metrics.
• Ensured compliance with HIPAA regulations to maintain patient confidentiality.

• Scheduled incoming and outgoing referrals through E Clinical within preferred specialist network.
• Processed and dispatched MD notes, charts, diagnostic reports, medical records, and insurance authorizations.
• Ensured strict patient confidentiality in compliance with HIPAA regulations.

• Educated clients on budgeting and financial goal achievement using holistic approaches.
• Achieved top district performance in completing Financial Readiness Assessments.
• Increased average product openings during account initiation process.
• Directed team efforts to schedule appointments efficiently.
• Managed Merchant accounts while conducting weekly site visits to boost brand visibility.
• Organized financial literacy events offering immediate free financial reviews.
• Ensured confidentiality compliance with Protecting Consumers' Financial Privacy regulations.