Chaslyn Salamone

Alithias, Inc., Milwaukee, WI • 11/22 – 10/25 Chief Operations Officer (COO) 6/24 – 10/25.

Promoted to this position to manage all client-facing operations, including onboarding, account management, and implementations for this patient advocacy company. Managed a team of 2 managers and 8 patient advocates located across the U.S. Recruited, hired, and trained three new advocates. Ensured all advocates were trained on new client benefit plan designs, client culture, and expectations. My key performance measures were client retention, patient satisfaction, and improving advocate efficiency.

While in this role, Alithias’ net promoter score increased from 58 to 77.

Alithias’ customer satisfaction score increased to 84 from 76.

Reduced client onboarding time by 30% from 6 weeks to less than 4 weeks.

Evaluated and made recommendations to improve the CRM tool and phone system, which increased advocate efficiency.

Achieved 90% client retention.

Alithias, Inc., Director, Client Experience and Implementations, 6/23-6/24.

Promoted from being an embedded advocate to this role, to improve the implementation process and build an Account Management team. Reviewed and rewrote the implementation plan to increase operational efficiency by cataloging all client documents and making them easily accessible to all advocates.

• Defined the Account Management role, and wrote the position description and responsibilities.

Ensured phones were covered during PTO and lunch periods.

Hired and trained a team of three account managers responsible for over 125 clients and 125,000 patient lives.

Alithias, Inc., Embedded Patient Advocate, 11/22 – 6/23.

Initially hired to work within a large client to be their onsite patient advocate for a benefit plan with over 50 clients and 8,000 employee lives. Responsible for handling patient calls regarding their medical bills, where to go for high-quality, high-value procedures, providing help finding in-network doctors, and resolving issues between employees and the benefits administrator.

• Maximizing client utilization by prioritizing Alithias' patient care operations led by our designated team of patient care advocates providing a personalized, favorable, and memorable experience overall.
• Overseeing Alithias' care navigation operations and closely managing the patient experience including steerage to exclusive, cost-effective care options seamlessly and efficiently.
• To work closely with my leadership team and regularly discuss new goal-driven strategies to collectively perfect Alithias' patient-centric and exclusive cost-effective model.
• Overseeing the management and development of programs including ISP.
• Dynamic and results-driven healthcare operations executive at Alithias, Inc., adept in strategic planning and operational efficiency.
• Proven track record of enhancing patient care experiences and optimizing revenue strategies - driving long-term profitability.

• Developing, implementing, and assuring compliance develop objective strategies with other departmental leaders to set structural and organizational goals.
• Ensure that residential operations are in accordance with DDS regulations.
• Supervise a team of fifteen CNAs with a mission to provide the highest quality of care.
• Manage individual routines for all residents including, but not limited to, behavior support plans, nursing care plans, and therapeutic treatment plans.
• Crisis plan management.
• Manage client relationships including ten long-term/post acute facilities and nursing home locations and three hospitals throughout NJ/PA including suburban community hospital, Roxborough hospital, and St Mary's medical center.
• Manage business financials, budget planning, and auditing claims submission for all providers.
• Negotiate provider and facility contracts, calculate and report the hospital census ratios to the board of directors for three hospital accounts.
• Core responsibilities are to provide education, guidance and coordination of fertility and family planning benefits for members of large national employer clients.