Bleau Rampino

I helped create a welcoming environment for patients and visitors while providing exceptional customer service during the appointment processes.

Streamlined appointment scheduling for increased patient care, handling referrals and billing. Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered and making sure patients had the best possible outcome.

Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.

Enhanced office efficiency by managing multiple systems to communicate with healthcare staff and promptly directing medical concerns to appropriate personnel.

Making first touch connections and relationships with new and existing members, helping them identify gaps in care and knowledge of benefits. Scheduling members for virtual visits with Nurse Practitioners and Pharmacists. Advocating for members and connecting them with resources and benefits.

Working in Specialty care programs including Medication Management and Hypertension. Assisting members by connecting them with extra care from our clinical team while helping to collect readings and support members in any way needed.

Connecting and collaborating with multiple teams across platforms including Google Meets, Slack, email.

Working across multiple CRMs to schedule members, access benefits as well as internal SOPs to include GURU, Orinoco, Calabrio, and Workday.

Grand Rounds is a healthcare technology company redefining quality and access in healthcare to benefit patients, employers, and physicians. My role at Grand Rounds includes working directly with members to create cases regarding their healthcare needs, using multiple platforms to locate top quality, in-network providers, and one on one personalized care for each member.

My Daily tasks include:

- Inbound and outbound phone calls to patients, offices, and clinicians

- Responding to member emails and questions

- Locating quality providers specifically matched for each member

- Faxing patient records, referrals, and demographics to offices

- Scheduling, confirming, and rescheduling patient appointments

- Providing support, empathy, and quality care to patients trying to navigate the complex healthcare system.

Education and coaching to continuously develop Customer Service Representatives (CSRs) expertise of the client's brand and product. I present client content and sales tactics to CSRs in a one- on- one setting as well as large and small groups. I coach and provide feedback to CSRs to increase sales performance. I am responsible for monitoring results and appraising performance of CSRs. I assess agent effectiveness through reporting, call monitoring, sales, metrics, and initiatives. I also partner with call center management to enhance CSR morale and other activities as approved.