Adrilyn Walker-Smith
Birmingham,USA
Summary
As a veteran with 25 years of professional experience within the Health Care Industry, I have acquired a unique skill to identify opportunities to create robust solutions that can positively impact outcomes. As a wellness coach, I have extensive experience identifying and understanding the barriers with transportation that patients face with accessing necessary medical care. Being able to make appointments with a primary care physician (PCP) not only promotes preventive care, but also fosters a supportive environment for managing chronic conditions such as diabetes, heart disease and hypertension. At Good Hands Transport, we are deliberate and intentional about bridging the gaps in transportation by offering rideshare services that benefit not only the community but also the ecosystem.
Overview
31
31
years of professional experience
Work History
Transportation Solution Consultant
Good Hands Transport
Birmingham, AL
06.2024 - Current
- Serves as a contractor for 7 years driving for Uber and Lyft to coordinate pickups,drop-offs in a timely manner and experience utilizing rideshare software.
- Ensure customer safety by providing seat belts and adhering to traffic laws and adheres to all city regulations related to ride share services such as speed limits, parking rules.
- Provide friendly customer service during trips, including offering assistance with luggage loading and unloading and answering questions about local attractions.
- Worked successfully with passengers to conduct surveys to improve rideshare experience.
- Analyzes market trends and industry trends to to identify new business opportunities and to develop competitive strategies.
- Developed policies and procedures for the organization and ensures compliance with local, state, and federal regulations.
- Reviewed legal documents related to business operations.
- Identify potential partners in order to expand services offered.
Volunteer Driver
Jefferson County Department of Human Resources
Birmingham, AL
02.2019 - Current
- Serve as a Volunteer driver for 6 counties to ensure safe and efficient transportation for Foster kids and their parents for various purposes such as medical appointments, school activities, court hearings, visits to potential adoptive parents, and visits to relatives.
- Manages schedules to align the availability of transporters with the needs of the children and serve as a liaison between Social Workers and transporters.
- Created software and serves as a dispatcher with 12 transporters to ensure that the transportation needs are met for the clients.
- Compliance with the Can Registry. safety training, background checks as it related to agency's protocol.
Housing Monitor I
Salvation Army
Birmingham, Alabama
10.2020 - 10.2021
- Conducted assessments for new clients and provided education on agency policies, and house rules.
- Maintained a resident sign-in/out log as well as all a comprehensive written record of events that occur during shift as well as thorough incident reports.
- Conduced visual head counts, isolation checks, resident searches and monitored the facility via CCTV monitoring system.
- Extensive experience with crisis intervention in emergency situations, called 911 with medical emergencies when needed and completed incident reports.
- Provided face to face coaching sessions and group meetings daily to address compliance issues as it related to house rules, and minor and major violations.
Disease Investigator
Lacuna Health
Louisville, Kentucky
10.2020 - 07.2021
- Extensive experience working as a Disease investigator, Daily patient monitor, and Contract Tracer on vaccine and FAQ line for the City of Louisville.
- Educated cases and contacts about isolation orders, quarantine guidelines and release criteria based on exposure data.
- Assisted clients with registering for vaccine.
- Work as a universal agent by responding to calls on frequently asked questions line.
- Identified barriers to facilitate appropriate referrals per local protocols.
- Collaborated with City Government via chatter messages to transfer client information to ensure expedited referrals and awareness per local protocols.
Technical Facilitator (Claims)
Blue Cross and Blue Shield of Alabama
Birmingham, Alabama
11.2018 - 07.2019
- Experience with managing 15-25 new hires during a three-month training period, and documenting performance.
- Experience with coaching new hires, providing feedback and compliance adherence according to standard operating policies.
- Experience with developing curriculums, lesson plans and managing a classroom.
- Advanced technical knowledge of claims processing, different operating systems, and pricing methods.
- Exceptional analytical skills and superior research skills with reviewing audit trials to identify quality issues with claims processing.
Clinical Health Specialist
Blue Cross and Blue Shield of Alabama
Birmingham, Alabama
02.2015 - 11.2018
- Strong divisional knowledge and advanced negotiation skills with building collaborative relationships with internal staff and medical providers to enhance member experience.
- Engineered claims training materials for case management staff and served as a presenter on 2 occasions at Health Management’s Annual Divisional meeting.
- Facilitated the implementation of a Lean Process referred to as Knowing the Process with Advocacy Team/Health Management Division to assist with eliminating waste, and to increase workflow.
- Over 18 years of experience in health care industry with advanced knowledge of benefit structures, and extensive experience working with vendors/service providers.
- Served as a liaison and department subject matter expert with explaining complex adjudication methods for escalated claims issues to assist with problem solving issues.
- Superior experience using VOC and using data to streamline work processes to create one- piece flow initiatives to reduce waste and to improve timeliness with claims processing.
- Increased departmental knowledge by coaching team members on ways to interpret contract language and unique verbiage with various business operating systems to improve customer experience.
- Strong advocacy and customer service skills with identifying the root cause of underlying problems as it relates to customer issues.
- Performed 600-1000 outreach calls per quarter to members to increase member engagement to close gaps in care.
- Provided Health Coaching to members on Chronic Diseases and Preventative Care to encourage healthier lifestyles.
- Assisted members with obtaining a Primary Physician to optimize their health.
- Completed extensive training on Federal Employee Program and Individual Products to assist with customer service issues and engaging members with closing gaps in care.
Inquiry Analyst
Blue Cross and Blue Shield of Alabama
Birmingham, Alabama
07.2013 - 02.2015
- Exceptional claims processing skills and experience meeting production, timeliness, and quality goals.
- Advanced experience with processing, Cross, Shield, Major Medical, Drug, Medicare, and ITS claims.
- Superior research skills with back tracking claims processing, interpreting coverage tables, contract language and using various business operating systems to resolve customer related issues.
- Strong knowledge of medical terminology, ICD 9, ICD 10, and CPT coding.
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
Birmingham, Alabama
03.2001 - 07.2013
- Exceptional skills with using multiple systems to resolve customer issues and experience working with subscribers, providers, groups, and other plans to resolve customer issues to improve customer experience.
- Superior analytical skills and strong business knowledge of various lines of business including Claims, Medical Review, Enrollment Services and Accounting.
- Observation agent for Executives, Human Resources, Business Analysts and Administration to observe existing business processes to gain divisional knowledge.
- Thirteen years of experience working in call center environment with various lines of business including Large Groups, Individual Products, Plan to Plan and Providers.
Customer Service/ Courier / Handler
Federal Express
Birmingham, Alabama
05.1994 - 07.2001
Home Care Social Worker
Visiting Nursing Association
Birmingham, Alabama
10.1995 - 10.1998
Education
Lean Six Sigma Green Belt -
University of Alabama at Birmingham
Birmingham, Alabama11.2015
Master of Health Administration - Informatics
University of Phoenix
Tempe, Arizona05.2014
Bachelor of Social Work -
University of Alabama at Birmingham
Birmingham, Alabama12.1995
Skills
- Community Engagement
- Patient transport coordination
- Transportation logistics
- Root Cause Analysis
- Process improvement
- Negotiation skills
Volunteering And Certifications
- Jefferson County Department of Public Health Vaccine Line, 02/01/21
- Zoho Survey Training, 05/01/20
- Academy of Civic Engagement, 12/01/19
- Health Coaching Certificate, 05/01/18
- Ulysses Learning Training, 09/01/17
- World Class Representative 2017/SQM, 04/01/17
- Momentum Leadership Conference, 03/01/16
- Mentee, 01/01/15
- Lean Six Sigma Green Belt, 11/01/15
Timeline
Transportation Solution Consultant
Good Hands Transport
06.2024 - Current
Disease Investigator
Lacuna Health
10.2020 - 07.2021
Housing Monitor I
Salvation Army
10.2020 - 10.2021
Volunteer Driver
Jefferson County Department of Human Resources
02.2019 - Current
Technical Facilitator (Claims)
Blue Cross and Blue Shield of Alabama
11.2018 - 07.2019
Clinical Health Specialist
Blue Cross and Blue Shield of Alabama
02.2015 - 11.2018
Inquiry Analyst
Blue Cross and Blue Shield of Alabama
07.2013 - 02.2015
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
03.2001 - 07.2013
Home Care Social Worker
Visiting Nursing Association
10.1995 - 10.1998
Customer Service/ Courier / Handler
Federal Express
05.1994 - 07.2001
Lean Six Sigma Green Belt -
University of Alabama at Birmingham
Master of Health Administration - Informatics
University of Phoenix
Bachelor of Social Work -
University of Alabama at Birmingham
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