Amanda Olley
Mentor,OH
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your department.
Overview
16
16
years of professional experience
Work History
Health Educator Sr
Elevance Health
02.2020 - Current
- Develop training materials.
- Train new hires, and deliver upskill training to the department.
- Independently manage the AHG Medicare team, including the development and implementation of training materials, performing research for process improvement, and delegating tasks among the team to ensure program metrics are upheld.
- Promote available resources, and connect individuals with services.
- Provide comprehensive, empowering, and professional wellness coaching programs so members remain motivated to attain personal health, and fitness goals.
- Assist clients in finding new ways to inspire healthier habits.
- Educate potential participants on available services and processes to engage in the program.
- Handle inbound contacts and provide customer service according to departmental policies and procedures
Appointment Center Specialist- Remote
The Cleveland Clinic Foundation
Solon, OH
10.2011 - 02.2020
- Provide customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
- Determine appointment type and urgency then schedules appointments.
- Communicate scheduling information, instructions and directions.
- Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
- Process intranet appointment scheduling requests.
- Act as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
- Maintain acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
- Monitor combined registration reports, AHIQA. Identify patients in need of financial counseling to facilitate payment then aligns correct insurance coverage with type of service provided and processes insurance registration.
- Utilize customer service skills to resolve patient's concerns and issues.
- Work remotely with minimal supervision
- Train agents on 3rd shift appointment processing and procedures
Lifestyle Health Coach
Nationwide Insurance/Nationwide Better Health
Solon, OH
10.2008 - 09.2011
- Deliver telephonic lifestyle management and chronic disease risk reduction education that helps individuals make lifestyle changes to improve their health.
- Identify barriers, sets goals, and determine the individuals health status based on assessment, utilizing single concept learning, motivational interviewing and stages of change.
- Provide one on one mentoring on a variety of subject matter, including nutrition, physical activity, weight loss, stress management and smoking cessation.
- Focus in on health care needs while providing excellent customer service, resulting in a 92.7% participant satisfaction score regarding knowledge, compassion and communication.
- Manage participant caseload, and maintain confidentiality, and integrity of database including all client data.
- Empower participants and their dependents to take more responsibility for their health.
- Lead meetings and discussions on projects for department process improvements directly related to improving efficiency and productivity of employees.
- Present at on-site client business audits.
- Assist in both inbound and outbound customer service calls and issue resolution.
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Education
Bachelor of Science - Nutrition And Dietetics
Kent State University
Kent, OH12.2007
Skills
- Quality assurance
- Ability to work independently
- Multitasking abilities
- Good telephone etiquette
- Analytical skills
- Adaptability
Timeline
Health Educator Sr
Elevance Health
02.2020 - Current
Appointment Center Specialist- Remote
The Cleveland Clinic Foundation
10.2011 - 02.2020
Lifestyle Health Coach
Nationwide Insurance/Nationwide Better Health
10.2008 - 09.2011
Bachelor of Science - Nutrition And Dietetics
Kent State University
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