Kathleen Castro
Fleming Island,FL
Summary
Collaborative leader passionate about making a difference in the Healthcare Industry with an energetic, results-oriented and enthusiastic approach for driving customer success, cultivating partnerships and growing businesses.
Encouraging manager and analytical problem solver with talents for customer success, team building, continuous improvement, and efficiency, with extensive experience in the Information and Technology industry. Reliable, knowledgeable and dedicated to professionalism with an outgoing, positive demeanor and proven skills in establishing exceptional relationships with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
8
8
years of professional experience
Work History
Senior Client Success Specialist
AMN Healthcare
06.2020 - Current
- Act as the primary point of contact for customer communication, technology implementations, onboarding, training, product documentation, white-label mobile applications, ongoing support inquiries, and escalations to ensure the highest level of customer satisfaction, creating welcoming, positive experiences.
- Delivering support to a diverse customer base of over 2 million users, including clinical staff, healthcare administrators, and patients.
- Responsible for leading and driving ongoing relationships with customers while growing Executive and C-suite level relationships.
- Acquires and maintains extensive knowledge of the technology offerings, acting as the subject matter expert, leveraging guidance of the product offerings and continuous support delivering accurate solutions to customers.
- Increased efficiency and reduction of Inbound calls to a 24/7 call center support team of 25 members by providing oversight with client-facing equipment for Video Remote Interpreting (VRI) and Over Phone Interpreting (OPI) services, managing Inbound/Outbound Call Volume, creating guides, providing ongoing training, and individual agent feedback.
- Followed through on resolution for callers and customer reported issues to maintain key performance metrics, and statistical reporting, and to track departmental efficiency metrics for process improvements.
- Assist in data integrity processes, data transfers, integrations, and migrations.
- Created and maintained comprehensive customer success and product documentation for internal and external use.
- Followed through for all critical inter-departmental escalations, tracking calls and documenting problems into issue-tracking software systems optimizing resolutions, and increasing customer success, and retention rates.
- Analyze existing processes for improvement opportunities based on client feedback and business objectives; Lead process improvement initiatives to establish standard procedures and escalation policies for operational best practices and client satisfaction.
- Collaborated with cross-functional teams (Account Management, Accounts Receivable, Product Development, Quality Assurance, and Engineering) to prioritize customer-reported issues, delivering enhanced business value and customer understanding.
Administrative Manager and Marketing Coordinator
Reaching Milestones
08.2018 - 05.2020
- Provided exceptional administrative support for executive-level and Clinical staff and patients, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
- Developed and implemented marketing strategies and connections within the healthcare community that promoted revenue growth goals and increased referral sources by 30%.
- Implemented standardized operating procedures and clinical documentation norms via EMR software, resulting in reduced billing errors and enhanced patient billing precision.
- Managed a range of monthly reports, covering profit and loss, revenue, productivity, budget analyses, and quality metrics. Conducted employee and patient satisfaction surveys to drive ongoing improvement efforts.
Medicare and Medicaid Services Coordinator
River Valley Regional Commission
08.2016 - 08.2018
- Orchestrated program referrals, social work, and community service provisions for Medicare and Medicaid beneficiaries through adept phone, mail, and event-based outreach strategies.
- Collaborated closely with diverse healthcare providers to formulate tailored healthcare plans addressing the unique needs of patients across a expansive 16-county region.
- Directed comprehensive family-centered treatment plans, ensuring holistic care alignment.
- Served as a proficient liaison between patients and medical care providers, facilitating seamless communication and treatment coordination.
Education
Bachelor of Science - Health Administration And Public Affairs
University of Central Florida
Orlando, FL05.2016
Skills
- Customer Service
- Client Management
- Excellent written and verbal communication
- Strong interpersonal skills
- Service Oriented and Customer Focused
- Leadership
Timeline
Senior Client Success Specialist
AMN Healthcare
06.2020 - Current
Administrative Manager and Marketing Coordinator
Reaching Milestones
08.2018 - 05.2020
Medicare and Medicaid Services Coordinator
River Valley Regional Commission
08.2016 - 08.2018
Bachelor of Science - Health Administration And Public Affairs
University of Central Florida
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