ABBE HOOD
Irwin,PA
Summary
Experienced Organized Trainer with over 20 years of industry expertise in clinical and healthcare environments. Strong background in various platforms and software programs used in the field, along with comprehensive knowledge of industry procedures. Recognized for exceptional leadership skills, ready to make challenging decisions and provide unwavering support to colleagues. Committed to delivering superior customer service and ensuring optimal outcomes for all stakeholders.
Overview
18
18
years of professional experience
Work History
Sr. Operational Trainer
UnitedHealthCare
10.2022 - Current
- Served as an internal consultant on best practices in operations management to assist department leaders in achieving their performance goals.
- Applied adult learning principles to create engaging instructional content that catered to various learner preferences.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Established a positive learning environment that fostered open communication and encouraged continuous improvement among trainees.
- Facilitated New Hire classes for Medicare and Retirement
- Facilitated Cross training and new skills for current advocates
Advocate Member Service Representative
UnitedHealthcare
09.2021 - 10.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Selected as part of the first team to launch Medicaid Messaging; the chat option for members
- Chosen to be part of The Engagement Team where we engage and celebrate employees
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Medicaid and CHIP insurance advocate assisting members with any needs from claims to finding provider in network
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Required performance metrics met and exceeded
- Schedule appointments at various types of provider offices for members
- Manage over 50 customer calls on daily average
- Provided personalized support to customers, fostering strong relationships and loyalty to the brand.
Team Lead and Triage Coordinator
Statline, A Division Of MTF
02.2020 - 09.2021
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Retrieve inbound calls from multiple hospitals in over 29 U.S States and British Columbia & screen patient for potential Organ, Tissue, and Eye donation
- Maintain performance level metrics as created by Leadership
- Efficiently enter demographic patient information provided by caller
- Accurately enter medical information for patient as directed by alerts deemed necessary by client
- Knowledge of medical terms, key codes, and abbreviations to provide efficiency & excellent customer service to caller
- Provide compassion & empathy to the medical team & family of patients
- Precept and train oncoming employees for all skill sets necessary
- Lead shift team by providing guidance, ensuring all employees take their allotted breaks, and securing smooth shift change
- Efficiently pass along referral or message to the appropriate coordinator on call for potential organ, tissue, and eye donation
- Take messages for source code calls based on alerts and accurately page to appropriate person on call
- Efficiently perform skill sets learned throughout shift while continuing to retrieve inbound calls
- Assist in keeping Service Level at certain percentage deemed by leadership
- Keep clean, organized, and quiet work space at home
- Proficient use of multiple computer programs during entire shift
- Continuous communication with team members within Triage, DSS, Transplant, Team Lead throughout shift
Medical Private Practice Assistant
Aestique Medical Center, Aestique Plastic Surgical Associates
02.2020 - 09.2021
- Responsible for assuring efficient patient schedule and office flow
- Take vital signs as needed; blood pressure, pulse, weight, temperature
- Review medical and social history with patient, document accordingly and give report to providing physician
- Obtain before and after pictures of patients for surgeon review
- Assist with office procedures; setting up sterile equipment, drawing up medications, obtaining written consent from patient
- Assisting Dr
- Lazzaro and Dr
- Camp with use of sterile instruments, Bovi, sterile supplies, and patient care during office procedures
- Prepare patients pre-operative surgical packet and keep track of all surgical patients in Excel spreadsheet
- Order pre-operative testing as deemed necessary by protocol
- Obtain all pre-operative clearances for surgical procedures and provide surgical packet to operating room team
- Create first post-operative surgical appointment
- Suture and drain removal after multiple types of surgical procedures
- Schedule patients next follow up appointment
- Coordinate hospital surgical procedures outside of Aestique's Ambulatory Surgical Center
- Coordinate supplies needed with Reps from various organizations
- Order medications and supplies needed for private practice exam rooms
- Keep exam rooms stocked with proper, sterile supplies and medications
- Field patient calls and concerns and report to provider as needed
- Call in prescriptions to pharmacies
- Use of various computer software programs
- Transcription of patient visits and upload into electronic medical chart
- Scan various papers and enter clinical information into electronic medical chart.
Medical Records Coordinator
Aestique Medical Center
10.2017 - 01.2020
- Improved patient care by accurately maintaining and updating medical records in a timely manner.
- Collaborated with healthcare providers to ensure accurate documentation of patient diagnoses and treatments.
- Open the Aestique Ambulatory Surgical Center for patients to first arrive at 6am (disarming alarm system, ensuring all lights are on, computers are properly working etc)
- Efficiently Check-in surgical patients, ensure proper insurance verification, and have patients sign state regulated forms (HIPPA, consents, insurance billing)
- Alert the Operating Room team that a patient is ready
- Connect surgeons to family members after patient procedure is complete
- Sole responsible person to maintain the completion and order of Operating room medical records for patients of Aestique Ambulatory Surgical Center (GI, hand, podiatry, pain, eye, and plastic surgery patients) per state regulated standards and policies
- Use of various computer software programs
- Responsible for reviewing and editing Operative reports daily
- Faxing Operative and Pathologic reports to outlying patient PCP's for their review
- Constant communication with the Operating Room regarding any charts that need updated, reviewed, signed by surgeons etc
- Ensure medical records are placed in order, reviewed, and signed by surgeon within timely manner after procedure is completed
- Provide the State Regulated bodies medical charts for audit purposes
- Greet incoming patients with excellent customer service
- Accurately register patients with correct health insurance packages
- Verify health insurance and collect authorized co-payment for service
- Proficiently move patients from registration to check-in for timely examination.
Medexpress Urgent Care - Front Office Assistant
Medexpress Urgent Care
02.2017 - 10.2017
- Perform follow up phone calls for patients previously seen by Medexpress providers
- Prepare and fax medical records, as requested, to outlying medical facilities
- Accurately count change fund monies for sale of prescription medications and payment for services and balance monies at the end of the shift
- Collect data to meet metrics for goals such as email addresses on file and co-payments
- Work well with other front office assistants, nurses, radiology technicians, and providers
- Multi-task answering incoming phone calls, registering patients, and verifying health insurance, securing a guarantor for minors etc
- Use of multiple computer programs; Athena Health, NaviNet, IE, DocuTap.
Robokyo Japanese Steakhouse - Bar Manager, Bartender, and Server
Robokyo Japanese Steakhouse
05.2014 - 10.2017
- Prepare drinks and provide food to customers with excellent service
- Accurately handle cash money and correctly provide change due back to customers
- Maintain clean working environment per state regulations
- Closing manager duties; ensuring all electrical and heat source appliances are turned off, lock all doors, count all server monies and bartender drawers, computer batch sales, turn off all lights, and ensure all employees have left safely
- Report any issues regarding customers or employees directly to the owners
- Assisted with creation and implementation of Shift Leader job description and position
- Ensure that all policies are followed.
Donor Referral Coordinator
The Center For Organ Recovery And Education
11.2008 - 04.2014
- Ensure organs are allocated per United Network for Organ Sharing and CORE policies
- Proficient in medical terminology
- Screen imminent death calls for potential organ donation in place of the Administrator On- Call
- Prepare and fax medical records, as requested, to outlying medical facilities
- Accurately count change fund monies for sale of prescription medications and payment for services and balance monies at the end of the shift
- Collect data to meet metrics for goals such as email addresses on file and co-payments
- Work well with other front office assistants, nurses, radiology technicians, and providers
- Multi-task answering incoming phone calls, registering patients, and verifying health insurance, securing a guarantor for minors etc
- Use of multiple computer programs; Athena Health, NaviNet, IE, DocuTap.
The Center For Organ Recovery And Education - Recovery Coordinator
The Center For Organ Recovery And Education
03.2007 - 11.2008
- Be aware of all activity for organ and tissue donors at all times
- Provide detailed report of all aspects of activity to the Administrator On-Call
- Provide accurate documentation in both electronic and paper charts
- Screen actual death calls for potential tissue and cornea donation
- Review medical records for disease processes, infectious process, cancer, lab results, chest x-ray results, to ensure donor potential
- Huddle with co-workers for the best approach suitable for each potential tissue and eye donor family
- Approach families for authorization of cornea, bone, heart valve, veins, and skin donation
- Facilitate transportation of blood, medical equipment, flights, organ recovery teams, and make serology laboratory and Human Leukocyte Antigen Laboratory personnel aware
- Preceptor of new Donor Referral Coordinators
- Participate in peer interviews for potential Donor Referral Coordinators
- Provide a recorded report of activity to AOD, DRC Associate Director, and Recovery Director
- Maintain authorization rate deemed by CORE
- Use of multiple computer programs; Microsoft Excel, Word, PowerPoint, InfoPath, Sharepoint, UNOS/DonorNet, PA DMV, and IE
- Travel to hospitals in Pennsylvania, New York, and West Virginia for recovery of bone, heart valves, skin, veins, corneas, bone and tendon, and organs
- Trained in sterile operating room technique
- Assist with preservation of organs (heart, lungs, liver, kidney, pancreas, and intestines) during procurement
- Properly package and label organs per policy and regulations
- Ensure policy is followed for sterile technique and recovery of tissues and organs for transplant
- Accurate documentation in the electronic and paper chart.
Education
Associates Degree: Embalming and Funeral Home Management -
Pittsburgh Institute of Mortuary Science
01.2006
Indiana University of Pennsylvania
Skills
- Technical training
- Orientation and Onboarding
- Attention to Detail
- Online training experience
- Self Motivation
- Flexible and Adaptable
- Customer Service
- Self-Motivated professional
- Microsoft Office
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Good Listening Skills
Timeline
Sr. Operational Trainer
UnitedHealthCare
10.2022 - Current
Advocate Member Service Representative
UnitedHealthcare
09.2021 - 10.2022
Team Lead and Triage Coordinator
Statline, A Division Of MTF
02.2020 - 09.2021
Medical Private Practice Assistant
Aestique Medical Center, Aestique Plastic Surgical Associates
02.2020 - 09.2021
Medical Records Coordinator
Aestique Medical Center
10.2017 - 01.2020
Medexpress Urgent Care - Front Office Assistant
Medexpress Urgent Care
02.2017 - 10.2017
Robokyo Japanese Steakhouse - Bar Manager, Bartender, and Server
Robokyo Japanese Steakhouse
05.2014 - 10.2017
Donor Referral Coordinator
The Center For Organ Recovery And Education
11.2008 - 04.2014
The Center For Organ Recovery And Education - Recovery Coordinator
The Center For Organ Recovery And Education
03.2007 - 11.2008
Indiana University of Pennsylvania
Associates Degree: Embalming and Funeral Home Management -
Pittsburgh Institute of Mortuary Science