Andrea Luty
Summary
Manager with expertise in team leadership, workflow optimization, and administrative operations. Experienced in mentoring staff, fostering collaboration, and implementing efficiency-enhancing solutions. Recognized for strong communication skills and adaptability in fast-paced environments. Committed to continuous improvement and operational excellence to support organizational success.
Overview
14
14
years of professional experience
Work History
Care Navigator Manager
AC Wellness
05.2022 - Current
- Provides direction and oversight to assigned Care Navigator team.
- Directly manages, mentors and develops assigned Care Navigator staff, including leads, to ensure their ongoing growth and contributions to the Care Navigator team.
- Supervise workload and projects for care navigators; ensure equitable and balanced assignment of projects
to Care Navigator staff. - Work with Care Navigator Lead to identify training needs, coordinate and evaluate staff training. Conduct
team-building activities. - Monitor and evaluate Care Navigator workflows and procedures for effectiveness.
- Work collaboratively with Leads and Managers to create, improve and implement Care Navigator workflows and procedures.
- Ensure up-to-date practices through effective team training, meetings and communications.
- Participate in recruitment, selection and onboarding of new staff.
- Manage staff timekeeping process; approve work time for payroll; manage time off requests.
- Manage daily staff assignments; ensure appropriate coverage for employee call-outs.
- Provide before and after hours clinic support (sick calls, building issues etc.).
- Along with Lead, troubleshoot clinic issues and address patient concerns; Escalate to Director as appropriate.
- Managed customer escalations and complaint resolution to ensure customer satisfaction.
- Assist with services for VIP patients, as needed.
- Monitor patient scheduling and referrals and satisfaction. Monitor patient service feedback and help resolve complaints and service issues.
- Coordinate activities with other clinical managers, administrative staff, and physicians.
- Address Care Navigator concerns and issues in a timely manner.
- Tracks and monitors IT issues while ensuring timely and effective communication with the team.
Care Navigator Supervisor
AC Wellness
12.2019 - 05.2022
- Oversee all front office, chat interactions and telephone interactions in the center.
- Ensure that Care Navigator team responds to all guest requests professionally and with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Supervise workload and projects for care navigators; ensure equitable and balanced assignment of projects to Care Navigator staff.
- Supervised performance of Care Navigator team, providing performance feedback and conducting evaluations to enhance team accountability.
- Work with Care Navigator Lead to identify training needs, coordinate and evaluate staff training. Conduct team-building activities.
- Participate in recruitment, selection and onboarding of new staff.
- Manage staff timekeeping process; approve work time for payroll; manage time off requests.
- Managed daily staff assignments and coordinated coverage for employee call-outs, maintaining operational continuity.
- Provide before and after hours clinic support (sick calls, building issues etc.).
- Along with Lead, troubleshoot clinic issues and address patient concerns when Care Navigator Manager is offsite.
- Respond to customer complaints.
- Assist with services for VIP patients, as needed.
- Collaborated with Leads, Supervisors, and Manager to develop and implement improved Care Navigator workflows and procedures, enhancing service delivery.
- Ensured confidentiality of patient records to protect privacy and comply with regulations.
- Stepped in to support Care Navigator team.
Care Navigator Lead
AC Wellness
03.2018 - 12.2019
- Responds to all guest requests professionally and in a personable, accurate, and timely manner.
- First point of contact for guests and patients entering the wellness centers. Ensures an effective and
positive check-in process. Collect/verify insurances and co-pays. - Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; attempts to resolve customer complaints; assists customers in all inquiries in connection with clinic services and hours of operations.
- Manage vendors sign in, sign out and ensure appropriate screenings were performed upon arrival.
- Handles multi-phone line systems, professionally answering calls, scheduling appointments, and ensuring great communication with patients, staff, and office staff.
- Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
- Processes any transactions required to complete the guest’s visit.
- Assists with other administrative tasks as assigned such as enabling patient record sharing, disabling EHR accounts, assigning room delegation for providers, etc
- Train new Care Navigators on Phase 1, 2 , 3 and additional special tasks.
- Monitor daily Care Navigator team to ensure effective operations and a consistently high quality
patient experience. - Troubleshoot clinic issues and address patient concerns when Care Navigator Supervisor is offsite.
- Create Superbills, compile medical records, assist with daily calendar building, track and manage refunds, monitor ancillary consents, etc
- Assist with updating and revamping training manuals and a variety of provider preferences
documents. - Provide input to the creation and implementation of Care Navigator workflows and procedures.
- Attend special clinic meetings and huddles weekly.
- Assist CN Manager in supporting the clinic leadership team and special management requests.
- Oversee p.m. CN staffing and coverage.
- Respond to evening patient complaints and concerns when escalated to management.
Host
Crossover Health
06.2015 - 03.2018
- Welcome each guest as they enter the Apple Wellness Center.
- Respond to all guest requests professionally and in a personable, accurate and timely manner.
- Managed guest interactions with exceptional hospitality and professionalism, accommodating special requests and resolving complaints to ensure a positive experience.
- Handle multi-phone line system, professionally answering calls, scheduling appointments, responding to email and ensuring great communication with patients and staff.
- Process packages, faxes, messages and mail, which may be either outgoing or incoming, in an accurate and timely manner.
- Process any transactions required to complete the visit.
- Organized and led tours for internal and external guests, enhancing their understanding of clinic services.
- Performs opening and closing tasks for the clinic and its staff members.
- Provides reminder calls and emails for patients scheduled for upcoming appointments.
- Monitors the ancillary services schedule to ensure all patients are correctly scheduled.
- Manipulates appointments on the schedule and contacts patients off the cancellation list.
- Monitors the clinic calendar for all services offered to ensure all patients are scheduled correctly.
- Contact patients scheduled incorrectly and/or if a provider is out of the office and assist them in rescheduling.
- Publishes lab results to online wellness accounts and assigns them to appropriate doctors for sign-off.
- Assist patients with any questions or issues regarding delayed processing of lab results.
- Trained new staff on Host workflows, clinic policies, scheduling protocols, and office duties to ensure consistent service delivery.
- Creates the Host office calendar and coordinates when colleagues are on the floor rooming or in the office.
- Uploads patient documents to their online wellness account once reviewed by the doctor.
- Manages incoming faxes, tracks incoming documents, and distributes them to medical and ancillary staff members.
- Supported manager with scheduling and time off requests using designated scheduling system.
- Process patient medical records requests, upload copy to their online wellness account, and send to designated outside medical provider or organization.
- Assist in interviewing new potential candidates for the Host position.
- Assist in recording clinic voicemail for holiday closures to inform patients effectively.
- Distributes flu shot forms to colleagues, monitors their status, and collects forms upon completion.
Host- Part Time
El Camino Hospital
Mountain View, California
04.2014 - 06.2015
- Provides culturally competent quality customer service as a Nutritional Services liaison to both patients and staff.
- Collects patient menus and patient food preferences.
- Delivers and retrieves patient meal trays and nourishments.
- Maintains nourishment area on multiple units.
- Documents and distributes complementary maternal gifts.
- Enters and retrieves patient food data from EMR and diet office software system.
- Communicates with diet clerks, clinical dietitians, and nursing unit staff to provide excellent food service to patients.
Host- Per Diem
El Camino Hospital
Mountain View, California
05.2012 - 04.2014
- Provides culturally competent quality customer service as a Nutritional Services liaison to both patients and staff.
- Collects patient menus and patient food preferences.
- Delivers and retrieves patient meal trays and nourishments.
- Maintains nourishment area on multiple units.
- Enters and retrieves patient food data from EMR and diet office software system.
- Communicates with diet clerks, clinical dietitians, and nursing unit staff to provide excellent food service to patients.
Field Experience Intern
El Camino Hospital
Mountain View, California
08.2013 - 12.2013
- Introduced culturally competent menu items for various hospital patient populations.
- Developed a new and more effective template for faculty when short staffed.
- Created a new template for employee holiday request and PTO forms.
- Updated and specify individual host job descriptions for new employees.
Education
Bachelor of Science - Nutrition and Food Science – Dietetics
San Jose State University
San Jose, CA05-2014
Skills
- Workflow optimization
- Team leadership
- Collaborative problem-solving
- Effective communication
- Conflict resolution
- Time management
- Adaptability
- Multitasking efficiency
- Reliability
Timeline
Care Navigator Manager
AC Wellness
05.2022 - Current
Care Navigator Supervisor
AC Wellness
12.2019 - 05.2022
Care Navigator Lead
AC Wellness
03.2018 - 12.2019
Host
Crossover Health
06.2015 - 03.2018
Host- Part Time
El Camino Hospital
04.2014 - 06.2015
Field Experience Intern
El Camino Hospital
08.2013 - 12.2013
Host- Per Diem
El Camino Hospital
05.2012 - 04.2014
Bachelor of Science - Nutrition and Food Science – Dietetics
San Jose State University