Alice Lincoln

Oversaw high‑volume order tracking utilizing Brightree email and bucket workflows, ensuring timely processing, accuracy, and adherence to service level expectations. Acted as an escalation resource for inbound and outbound customer calls, addressing complex supervisor-level issues handled by Patient Service Representatives. Coordinated with physicians’ offices and physical therapy clinics through inbound and outbound calls to resolve documentation and orders, enhancing care coordination. Supported Humana patient transition initiatives by managing tracking spreadsheets and conducting outbound patient outreach to assess continued service requirements. Acted as a daily subject-matter resource for team members, providing guidance on order processing, insurance verification, and effective use of internal resource tools. Played a key role in launching the Power Mobility team at the Newton Call Center, contributing to workflow design, readiness, and staff support. Standardized procedures for Patient Support Resource Guide, enhancing consistency and onboarding for team members. Contributed to the development and implementation of processes for Power Mobility, Lymphedema, and CPAP initial supply workflows. Supported the implementation of Navex for grievance and escalation tracking, partnering with escalation teams to improve reporting and process clarity. Documented Power Mobility repair processes, streamlining turnaround times and enhancing communication standards. Provided real-time peer support through chat and in‑office assistance, reinforcing correct processes and system usage. Trained and mentored Patient Service Representatives, delivering ongoing process education and development-based coaching. Participated in employee development and coaching discussions, supporting performance improvement and professional growth across the team. Reinforced expectations, identified training gaps, and promoted collaboration and accountability.

• Verified patient insurance and coverage for durable medical equipment orders at AdaptHealth.
• Processed new patient intake and gathered referral information for service setup.
• Scheduled equipment deliveries, pickups, and service appointments with patients and providers.
• Verified patient insurance and coverage for durable medical equipment orders at AdaptHealth.
• Processed new patient intake and gathered referral information for service setup.
• Scheduled equipment deliveries, pickups, and service appointments with patients and providers.

Managed large‑volume fiber installation projects, coordinating multiple workstreams to ensure on‑time and accurate execution. Tracked orders and project milestones, ensuring visibility across timelines, workflows, and dependencies to facilitate timely project delivery. Led and participated in stakeholder meetings, management process reviews, and cross‑functional planning sessions. Developed, documented, and maintained project timelines, tracking progress and mitigating risks to delivery. Oversaw permit tracking and compliance, ensuring readiness prior to installation and minimizing delays. Monitored and optimized workflow tracking systems, identifying bottlenecks to enhance project efficiency. Interpreted and reviewed technical drawings and blueprints to support accurate installation planning and execution. Delivered regular project updates to stakeholders, communicating job status, risks, and deliverables to maintain alignment and transparency. Collaborated within a diverse, global working environment, partnering with customers and teams across multiple regions and time zones. Contributed to process development, including documentation, standardization, and continuous improvement initiatives. Authored procedures and delivered training to team members, supporting consistency, onboarding, and operational efficiency. Served as a reliable point of contact for coordination, communication, and process guidance throughout the project lifecycle.

• Led CenturyLink project plans, schedules, and milestone tracking
• Coordinated cross-functional teams across CenturyLink network deployment initiatives
• Managed stakeholder communication for CenturyLink service upgrade projects