Hi, I’m
Cartier Williams
Atlanta,GA
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Summary
Dedicated Member Experience professional with over 6 years history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Skilled in providing emotional, social, and vocational support to clients. Strong understanding of mental health issues and treatment options. Excellent communication and interpersonal skills. Problem-solver with strong attention to details and self-motivated. Ready to contribute to a dynamic team and make a positive impact in the operations of a company.
Overview
5
years of professional experience
1
Certification
Work History
Eleanor Health
Senior Member Experience Lead
06.2022 - 12.2022
Job overview
- Developed customized customer success plans for 5 different payor groups, resulting in a 20% increase in customer retention and satisfaction.
- Achieved a 15% conversion rate on the latest marketing campaign.
- Created a member advisory committee to improve patient care experience.
- Conducted onboarding calls with new members to review the features and offerings of the population health services and assist in account set up/scheduling with clinical team.
- Conducted training programs for the member experience team, resulting in a 15% improvement in customer service ratings and a 10% increase in patient satisfaction.
- Collaborated with the clinical team to identify opportunities for improving value based care for measurable results
- Implemented new strategies to enhance the member experience and satisfaction, ensuring that Eleanor Health provides the highest level of care and support to its clients.
- Developed and executed a comprehensive member engagement strategy to increase member participation in mental health programs and services.
- Worked collaboratively with the Operations Team to suggest areas for improvement related to clinician productivity, credentialing, billing, scheduling, and EHR processes.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Led marketing campaigns targeting 3 specific populations in behavioral health, contributing to a 20% growth in program participation.
- Completed the email macro development project two weeks ahead of schedule.
Eleanor Health
Team Lead Member Experience
03.2022 - 06.2022
Job overview
- Provided feedback and advice on technology and product to ensure process improvements to raise KPI's and 87% efficiency for the access team.
- Collaborated with clinical and administrative staff to meet patient needs and implement new work procedures and protocols to improve NPS.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations
- Supported the entire access team members to drive outreach engagement with members and enrollment into services by 30% by leading re-engagement efforts.
- Lead a team of 15, using 1:1 coaching, weekly huddles, training sessions and open communication.
- Participated in strategy development meetings, focus groups and marketing strategies to promote operational success.
- Supported Product Team resolve 95% of customer support tickets within 24 hours.
- Skilled in crisis intervention, advocacy, and counseling.
- Dedicated to improving the lives of clients and promoting mental health awareness.
Ascend Medical
Member Support Specialist Lead
08.2021 - 02.2022
Job overview
- Responded to patient inquiries and resolved issues in a professional and empathetic manner, achieving a 95% resolution rate within 24 hours.
- Acknowledged by superiors for excellent communication of findings and projections in both narrative and oral reports in meetings/providing excellent customer service to patients.
- Collaborated with cross-functional teams to identify and implement process improvements, leading to a 30% reduction in response time and enhanced customer satisfaction.
- Coordinated with the clinical team to ensure accurate and efficient scheduling of patient appointments, resulting in a 20% decrease in appointment rescheduling and improved patient experience.
- Assisted in the development and implementation of training programs for new members of the support team, ensuring consistent and effective service delivery
- Communicated with new clinicians during onboarding process to obtain important information necessary to assist with scheduling and care coordination
- Collaborative efforts with the clinical team to ensure accurate and efficient scheduling of patient appointments and follow-up care
- Collected feedback from patients and clinicians to identify areas of improvement in the member support process and propose solutions to enhance service quality and efficiency.
- Implemented process improvements that resulted in a 25% reduction in customer complaints.
Vida Health
Patient Specalist
06.2020 - 04.2021
Job overview
- Verified and managed referrals, authorizations, benefits, and eligibility for 100+ value-based care plan patients, ensuring a seamless and efficient process.
- Analyzed patient data and provided recommendations for improved care coordination, resulting in a 40% decrease in appointment rescheduling and missed appointments.
- Improved customer satisfaction ratings from 3.5 to 4.8 on a 5-point scale.
- Received a 90% positive feedback rating on post-purchase surveys.
- Built and maintained positive relationships with patients to ensure their satisfaction and engagement in the healthcare programs.
- Delivered exceptional customer service and resolved patient inquiries and concerns promptly and accurately.
- Collaborated with healthcare providers to develop personalized care plans for patients
- Collaborated with the marketing team to develop and implement patient engagement campaigns to promote Vida Health programs and services.
- Assisted patients in scheduling their appointments and ensuring they receive the necessary follow-up care
- Identified opportunities for process improvement and efficiency in patient-care services to enhance the overall patient experience.
Benchmark Physical Therapy
Office Coordinator
08.2019 - 03.2020
Job overview
- Reviewed and oversaw financial analysis, sales, and activity reports to measure results and goal achievement
- Coordinated with medical billing department to ensure timely and accurate processing of insurance claims
- Developed and implemented strategies to improve office efficiency and workflow, such as implementing electronic medical records system and streamlining administrative processes
- Managed and coordinated office inventory, including ordering supplies, monitoring stock levels, and organizing storage areas
- Collaborate with department managers to identify areas of improvement and implement effective solutions
- Coordinate and schedule patient appointments and follow-ups, managing provider schedules and ensuring optimal patient flow and satisfaction
- Manage and coordinate office staff schedules and assignments to ensure optimal productivity and coverage.
YMCA Buckhead
Wellness Coach Level II
05.2018 - 07.2019
Job overview
- Successfully introduced a food initiative partnership between the YMCA and Fresh Harvest, providing fresh food and vegetables to 200+ members monthly.
- Achieved a 95% success rate in providing individualized fitness assessments and nutrition counseling services, helping 50+ clients achieve their health goals.
- Conducted wellness workshops for senior community members, reaching 100+ participants and receiving an average satisfaction rating of 4.8 out of 5.
- Provided individualized fitness assessments, program designs, and nutrition counseling services, such as the COACH Approach.
- Collaborated with the Wellness Director to create and execute health workshops for those with medical conditions such as diabetes, high blood pressure, and heart disease.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Implemented a wellness incentive program to encourage and reward community members for participating in fitness and wellness programs.
- Developed and conducted wellness workshops for senior community members to promote physical and mental well-being
- Collaborated with local healthcare organizations to provide health screenings and educational resources to community members.
Education
Southern New Hampshire University
Bachelor of Art from Human Services
George State University - Perimeter College
Associates of Science from Kinesiology and Health in Science, Anatomy and Physiology
Skills
- Communication Skills: Strong verbal and written communication skills, with the ability to articulate ideas clearly and engage effectively with colleagues and clients
- Critical Thinking and Problem-Solving: Adept at analyzing complex situations, thinking critically, and developing innovative solutions to overcome challenges
- Adaptability and Flexibility: Quick to adapt to changing circumstances and embrace new technologies and methodologies in a dynamic work environment
- Teamwork and Collaboration: Experienced in collaborating with cross-functional teams, contributing positively, and respecting diverse perspectives to achieve common goals
- Leadership Skills: Demonstrated leadership qualities, taking initiative, motivating others, and taking ownership of tasks to drive success
- Digital Literacy: Proficient in using various SaaS and PaaS, and technology platforms to enhance efficiency and productivity like Mondaycom or Slack
- Creativity and Innovation: Possessing a creative mindset, able to generate fresh ideas and approaches to problem-solving and process improvements
- Time Management: Effective in prioritizing tasks, meeting deadlines, and managing time efficiently to accomplish objectives
- Emotional Intelligence: Exhibiting strong emotional intelligence, fostering positive work relationships, and resolving conflicts with empathy and interpersonal skills
- Analytical Skills: Skilled in gathering and analyzing data to make well-informed decisions and identify valuable insights
- Customer Service Orientation: Dedicated to providing excellent customer service, ensuring client satisfaction, and maintaining positive relationships
- Google Workspace
- Training and Development
- Cultural Awareness
- Good Telephone Etiquette
- Analytical and Critical Thinking
Certification
- PMP - Project Management Professional
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Member Experience Lead
Eleanor Health
06.2022 - 12.2022
Team Lead Member Experience
Eleanor Health
03.2022 - 06.2022
Member Support Specialist Lead
Ascend Medical
08.2021 - 02.2022
Patient Specalist
Vida Health
06.2020 - 04.2021
Office Coordinator
Benchmark Physical Therapy
08.2019 - 03.2020
Wellness Coach Level II
YMCA Buckhead
05.2018 - 07.2019
Southern New Hampshire University
Bachelor of Art from Human Services
George State University - Perimeter College
Associates of Science from Kinesiology and Health in Science, Anatomy and Physiology
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