Catherine Tan
Santa Clara,California
Summary
Hardworking Support Lead with the ability to collaborate and effectively manage teams through proactive communication and resourceful approach to problem-solving. 3-year track record of collaborating with senior management to implement company-wide workflow including leveraging business through subject matter expertise and technical support skills. Leveraging 5 years of excellent interpersonal and technical skills with experience in telehealth and technical support.
Overview
4
4
years of professional experience
Work History
Support Lead
Carbon Health Technologies
San Francisco, CA
07.2020 - Current
- Triage situations & escalations while collaborating with clinical team and clinicians. a
- Own response and actions related to handling calls, faxes, live chats, emails and secure messages via Carbon Health App
- Develop and suggest process improvements that will have direct impact to benefit patients, clinicians, colleagues and overall operations
- Collaborate with Sr. Central Support Manager in launching Primary Care Pre Registration
- Area of expertise in assisting teams with virtual/ in person pre registration
- Train new specialists and partners hired to fulfill various roles
- Represent support team on behalf of Support Manager
- Assisted with managing support team consisting of specialists and seniors
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Data Analyst I - Empanelment
Gardner Health Services ( Laid Off Due To COVID19)
San Jose, CA
04.2019 - 04.2020
- Ensured each member is assigned to a primary care provider to keep records current and support accurate treatments
- Monitored and managed provider FTE list and credentials
- Coordinated staff training for new EHR template releases and updates
- Developed variety of innovative policies and strategies to promote staff self-sufficiency
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Collaborated with Health IT, Clinic Coordinators, and Management for special projects and workflow updates
- Produced monthly recurring reports using advanced Excel spreadsheet functions. (SCFHP, VHP, BLUE CROSS, HPSM Membership Counts)
- Quality Lead for New Member and Quality Measures Outreach
- Generated reports and visualization for presentations and reporting both internally and to outside organizations
- Enhanced outreach data gathering, extraction and analysis for diverse workflows and procedures
- Participated in Continuous Quality Improvement projects as instructed by CQI Director
Care Host
Crossover Health
Santa Clara, California
04.2018 - 01.2019
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Answered inquiries and resolved or escalated issues to management personnel to ensure client satisfaction.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Maintained confidentiality of patient data and condition at all times to safeguard health information.
Education
Bachelor of Science - Public Health
San Jose State University
San Jose, CA12.2018
Skills
- Zendesk, Jira, Talkdesk, Dialpad, EHR
- Training Material Development
- Technical Leadership
- Experience in start up environment
- Manage team whose primary responsibilities includes client and provider support
- Escalation Management
- Insurance Verification
Timeline
Support Lead
Carbon Health Technologies
07.2020 - Current
Data Analyst I - Empanelment
Gardner Health Services ( Laid Off Due To COVID19)
04.2019 - 04.2020
Care Host
Crossover Health
04.2018 - 01.2019
Bachelor of Science - Public Health
San Jose State University
Similar Profiles
Iliana HernandezIliana Hernandez
Medical Billing Lead at Carbon Health TechnologiesMedical Billing Lead at Carbon Health Technologies
Olivia ButlerOlivia Butler
Central Support Specialist at Carbon Health TechnologiesCentral Support Specialist at Carbon Health Technologies
Kara Avery, SHRM-CPKara Avery, SHRM-CP
Employee Relations Manager at Carbon Health TechnologiesEmployee Relations Manager at Carbon Health Technologies
Nicholas WissigNicholas Wissig
Account Executive at LeadOriginAccount Executive at LeadOrigin
Yuko TaniuchiYuko Taniuchi
Head of US Investor Relations at HitachiHead of US Investor Relations at Hitachi