Courtney Francis
New York,NY
Summary
STEM professional with a strong foundation in biology, research, data analysis, and business strategy. Utilizing expertise in data-driven decision-making to optimize service delivery, improve public health outcomes, and enhance clinical practices. Demonstrating skills in project management, client engagement, and problem-solving, acquired through hands-on research and technical roles. Dedicated to applying scientific insights and analytical skills to drive meaningful advancements in disease control and public health safety research.
Overview
5
5
years of professional experience
Work History
Customer Service Representative II
Anthem Blue Cross Blue Shield
09.2023 - Current
- Utilized data analysis to track and improve member service initiatives, identifying trends to optimize service delivery and ensure positive health outcomes.
- Maintained strict HIPAA compliance, ensuring the confidentiality and security of sensitive medical information while resolving member inquiries.
- Advocated for healthcare policyholders by educating them on their health insurance policies, empowering them to make informed decisions about their healthcare coverage and access to services.
Point of Care Specialist
F. Hoffmann-La Roche AG
08.2022 - 05.2023
- Traveled extensively nationwide, providing technical training and support on point-of-care instruments, including cobas LIAT and Inform II, ensuring compliance with healthcare protocols and accurate usage in clinical settings.
- Developed and delivered presentations for healthcare professionals, focusing on diagnostic accuracy, correct instrument usage, and quality control trends.
- Conducted in-depth analysis of diagnostic datasets from the cobas LIAT device, which tested for Flu A/B, COVID-19, and RSV, ensuring diagnostic accuracy by validating results against quality control benchmarks and instrument performance data.
- Analyzed diagnostic datasets from medical instruments to verify accuracy, contributing to disease control and public health safety through monitoring and quality control processes.
Research Assistant
University at Albany
09.2019 - 05.2022
- Conducted comprehensive data collection and analysis for biological research projects, ensuring integrity and accuracy in data results.
- Utilized advanced techniques such as ELISA, PCR, and Western blotting to gather and interpret research data.
- Maintained detailed records in Excel, developing spreadsheets, plots, and tables to document data findings. Calculated statistical values to support research analysis, ensuring accuracy and compliance with protocols.
- Collaborated with cross-functional teams to present research findings to professors, university staff, and STEM professionals, designing engaging presentations to effectively communicate results and their significance.
Education
Master's - Data Science
Eastern University
St Davids, Pennsylvania12-2025
Master's - Business Administration
Eastern University
St Davids, Pennsylvania12-2025
Bachelor of Science -
University At Albany
05.2022
Skills
- Excel
- Python
- R Programming
- Data Analysis
- Data Collection
- Project Management
- Technical Training & Support
- Problem Solving
- Customer Relationship Management
- Presentations
Timeline
Customer Service Representative II
Anthem Blue Cross Blue Shield
09.2023 - Current
Point of Care Specialist
F. Hoffmann-La Roche AG
08.2022 - 05.2023
Research Assistant
University at Albany
09.2019 - 05.2022
Bachelor of Science -
University At Albany
Master's - Data Science
Eastern University
Master's - Business Administration
Eastern University
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