Brigette Cofield
Chicago,IL
Summary
Healthcare Operations and Client Experience professional with 10+ years of progressive experience across healthcare operations, account management, patient services, and care coordination. Proven success managing enterprise healthcare accounts, improving workflows, resolving complex escalations, and strengthening regulatory compliance and service delivery. Experienced in cross-functional collaboration, client on-boarding, KPI reporting, contract and SLA management, CRM systems, and process improvement, with a track record of achieving 98% provider compliance and reducing resolution time by 30%. Master of Science in Public Administration with a Bachelor of Science in Healthcare Management.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Client Experience Manager
Open Arms Solutions
Northbrook, IL
10.2025 - 06.2026
- Led client onboarding and service coordination, enhancing relationship management within Inspired Care Model.
- Managed provider scheduling and capacity using SkyPoint CRM, ensuring seamless care team communication.
- Facilitated communication between clients, caregivers, and partners to uphold care standards.
- Monitored delivery metrics and conducted quality reviews, efficiently resolving escalations to maintain service standards.
- Collaborated with leadership to refine workflows and optimize CRM documentation, improving operational efficiency.
Territory Manager
Stericycle Inc.
Chicago, IL
04.2022 - 01.2025
- Oversaw 40+ enterprise healthcare system accounts, driving 98% provider compliance with safety and environmental regulations.
- Managed the daily operations of On-Site Service Technicians, ensuring efficient, compliant medical waste management across client healthcare facilities.
- Resolved over 100 escalations annually with hospital leadership through data-driven solutions.
- Presented quarterly business reviews detailing KPI, audit, and survey insights to stakeholders.
- Designed and facilitated onboarding and SOP training for hospital teams.
- Streamlined contract and SLA tracking to maintain audit readiness.
- Leveraged Salesforce and internal systems to reduce resolution time by 30%.
Operations Coordinator
Northwestern Memorial Hospital
Chicago, IL
03.2021 - 04.2022
- Oversaw daily operations and clinic flow in a high-volume outpatient surgical clinic.
- Streamlined provider schedules and staff allocation to enhance clinic efficiency and patient flow.
- Supported registration and direct patient care during staffing gaps.
- Coordinated daily operations activities and assigned tasks to staff members.
Patient Service Representative
Northwestern Memorial Hospital
Chicago, IL
03.2019 - 03.2021
- Resolved insurance disputes, including authorizations and claims, to facilitate patient access to care.
- Educated patients on digital tools and access protocols to improve engagement with services.
- Maintained HIPAA-compliant documentation and billing accuracy.
- Facilitated patient registration and appointment scheduling using electronic health record systems.
Patient Care Technician
Northwestern Memorial Hospital
Chicago, IL
02.2017 - 03.2019
- Assisted nursing staff with patient care and daily activities.
- Provided emotional support to patients and families during healthcare processes.
Patient Care Technician
Rush University Medical Center
Chicago, IL
01.2016 - 02.2017
- Provided direct patient care and assistance to healthcare team members.
Certified Nursing Assistant
The Imperial Healthcare Center
Chicago, IL
01.2015 - 01.2016
- Assisted residents with daily living activities and personal hygiene needs.
Education
Master of Science - Public Administration
Keller Graduate School of Management
Chicago, IL06-2024
Bachelor of Science - Healthcare Management
DeVry University
Chicago, IL06-2021
Associate of Arts - General Studies
Malcolm X College
Chicago, IL06-2017
Skills
- Healthcare Operations
- Account Management
- Client Experience
- Relationship Management
- Project Management
- Escalation Management
- Cross-Functional Collaboration
- Care Coordination
- Process Improvement
- Workflow Optimization
- Client On-boarding
- Data Analysis
- Quality Assurance
- Regulatory Compliance
- KPI Reporting
- Scheduling & Capacity Management
- Staff Training
- CRMs
- Saleforce
- Microsoft Office/Excel
Certification
- Health Service Management Certification
- BLS Certification
- CNA Certification
Timeline
Client Experience Manager
Open Arms Solutions
10.2025 - 06.2026
Territory Manager
Stericycle Inc.
04.2022 - 01.2025
Operations Coordinator
Northwestern Memorial Hospital
03.2021 - 04.2022
Patient Service Representative
Northwestern Memorial Hospital
03.2019 - 03.2021
Patient Care Technician
Northwestern Memorial Hospital
02.2017 - 03.2019
Patient Care Technician
Rush University Medical Center
01.2016 - 02.2017
Certified Nursing Assistant
The Imperial Healthcare Center
01.2015 - 01.2016
Master of Science - Public Administration
Keller Graduate School of Management
Bachelor of Science - Healthcare Management
DeVry University
Associate of Arts - General Studies
Malcolm X College