Christina Inciong
San Jose,CA
Summary
Seasoned professional with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.
Overview
15
15
years of professional experience
Work History
Manager, Care Advocate
Lyra Health
04.2023 - 11.2024
- Managed team of Care Advocates and Senior Care Advocates, providing regular one-on-one consultations.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Developed systems that boosted annual client care by 15-20%.
- Created monthly reports for senior management summarizing operational performance metrics.
- Led operational initiatives and worked closely with cross-departmental partners and leaders to optimize procedures.
- Analyzed business performance data and forecasted business results for upper management.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Recruited and hired qualified candidates to fill open positions.
Team Lead, Client Services
Lyra Health
03.2019 - 04.2023
- Developed a high-performing contact center in a rapidly growing startup environment.
- Collaborated across departments to enhance operational efficiency for diverse teams.
- Work jointly with Client Support Team to fulfill daily SLA requirements for client interactions and case handling.
- Analyzed KPIs and provided data-driven insights to enhance overall team performance.
- Coordinated efforts across multiple departments to resolve widespread customer issues.
- Held weekly one-on-one sessions to evaluate performance, KPIs, and contribute to team development.
- Managed workforce scheduling to maintain full coverage.
Patient Access Representative III
Stanford Health Care
01.2015 - 02.2019
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Collaborated with clinical and administrative staff to meet patient needs.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Collaborated with clinical and administrative staff to meet patient needs.
Executive Assistant
Stylin' Cabinets and Co.
09.2009 - 12.2014
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Set up meeting and event logistics for senior management and updated calendars.
- Facilitated communications by forwarding emails, transferring calls and filing documents.
- Followed proper accounting and bookkeeping procedures to support audits.
- Created and maintained up-to-date records related to customer accounts or financial transactions.
- Leveraged word processing software to create proposals, letters and memos.
Education
BACHELOR OF ARTS - HEALTH ADMINISTRATION AND MANAGEMENT
San Jose State University
01-2021
ASSOCIATE OF ARTS - HEALTH SCIENCES
Evergreen Valley College
01.2012
Skills
- Team leadership & development
- Project management
- Strategic planning
- Customer service excellence
- Conflict Resolution
- Stakeholder management
- Cross-functional coordination
- Data analysis
- Calendar planning
- Budgeting management
- Event management
- Microsoft Office
- Google Suite
- ZenDesk
- Atlassian (Confluence & Jira)
- Salesforce
- Asana
- Epic
Accomplishments
- Promotion from Team Lead to Care Advocate Manager.
- Successfully increased client satisfaction by 25% through effective relationship management.
- Implemented a phone tree strategy and reduced the average guest wait time by 12 minutes.
References
References available upon request.
Timeline
Manager, Care Advocate
Lyra Health
04.2023 - 11.2024
Team Lead, Client Services
Lyra Health
03.2019 - 04.2023
Patient Access Representative III
Stanford Health Care
01.2015 - 02.2019
Executive Assistant
Stylin' Cabinets and Co.
09.2009 - 12.2014
BACHELOR OF ARTS - HEALTH ADMINISTRATION AND MANAGEMENT
San Jose State University
ASSOCIATE OF ARTS - HEALTH SCIENCES
Evergreen Valley College
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