Hi, I’m
Erica Volpe Hawn
Coatesville,PA
Summary
Strategic Planning and Customer Acquisition Specialist with a proven track record of transforming innovative ideas into successful business ventures. Expertise in hiring, training, and supervising teams to deliver exceptional service, coupled with strong problem-solving skills to enhance operational efficiency. Committed to maximizing resource utilization for scalable operations and improved profitability. Renowned for relationship-building abilities and effective leadership in fast-paced environments.
Overview
14
years of professional experience
Work History
Petunia Rose Art and PhotographyCoatesville, PA
Business Owner/Operator
08.2020 - Current
Job overview
- Marketing and Business Development, Managed CRM, Digital Marketing, Ads Management, Social Media Management, Website design, Business Analysis.
- Consult with clients to understand their needs and preferences for their photo shoots, and closing sales.
- Utilize Adobe Photoshop, Lightroom, Adobe Bridge, Adobe Suite, Canva and other AI software such as ChatGPT, Gemini GPT, Gemini.
- Negotiate contracts, and deliver quality products online galleries.
Optum360 United Health GroupNewtown Square, PA
Clinical Operations Supervisor
01.2017 - 01.2019
Job overview
- Oversaw 25+ employee workflows and queue management for my team daily, and for four teams on the weekends.
- Approved schedules, PTO, bonuses, employee reviews, hiring interviews, and managed individual and team meetings, in-person and via zoom.
- Monitored and analyzed employee productivity to provide constructive feedback and coaching, worked with HR to resolve employee issues, and with Quality Analysts to verify consistency, quality, and conformance. Identified and corrected performance and personnel issues to reduce impact on business operations.
- Complied with HIPAA, company policies, objectives and goals.
- Displayed strong telephone and meeting etiquette, effectively handling difficult calls with nurses, doctors, case managers, employees, lawyers, and nurse care liaisons.
- Developed and maintained training materials for new and existing hires. Trained the flex team on clinical support.
- Skilled in troubleshooting and fixing computer network/IT issues, and system failures to retain customer/client satisfaction, as well as helping others or the whole clinical support department.
- Worked remotely and in the office.
Optum360 United Health GroupNewtown Square, PA
Flex Intake Specialist
11.2015 - 01.2017
Job overview
- Evaluated and Flexed between different Clinical support departments based on needs, such as Appeals, Denials, and Administative Law Judge Documentation.
- Provided ongoing training to address staff needs. Trained the whole Flex department on Clinical Intake process.
- Worked remotely and in office.
Executive Health Resources EHRNewtown Square, PA
Case Coordinator / Administrative Assistant
12.2010 - 11.2015
Job overview
- Trained new employees within six months and developed training materials.
- Set up patient charts and documented information in various company software based on information from hospital systems nationwide, such as Ecin, Sunrise, Meditech, and other EMRs.
Education
Saint Joseph’s University Philadelphia, PA
Certificate from Digital Marketing Sciences
11-2024
Pennsylvania Academy of The Fine ArtsPhiladelphia, PA
Master of Arts from Fine And Studio Arts Management
06.2013
West Chester University of PennsylvaniaWest Chester, PA
Bachelor of Fine Arts from Visual Arts
06.2008
Skills
- Data Analysis, Digital Marketing Sciences Management
- Supervision, and Leadership
- Organizational Skills, and Data Management
- Website Building and Social Media Management
- Team building and training material development, Process improvements
- CRM and Office Management Software
- Microsoft Office, Excel, Outlook
- Company Policies and Procedures Training
- Performance Evaluations and Corrective Plans
- IT and Network Troubleshooting
- Customer and Client Support and Satisfaction
- Remote work and Distance Learning
- Clinical Research and Medical Terminology
- Quickbooks, Bookkeeping, Office Administration
- Staff Development and Training
- Digital marketing and Adobe Creative Suite
Timeline
Business Owner/Operator
Petunia Rose Art and Photography
08.2020 - Current
Clinical Operations Supervisor
Optum360 United Health Group
01.2017 - 01.2019
Flex Intake Specialist
Optum360 United Health Group
11.2015 - 01.2017
Case Coordinator / Administrative Assistant
Executive Health Resources EHR
12.2010 - 11.2015
Pennsylvania Academy of The Fine Arts
Master of Arts from Fine And Studio Arts Management
West Chester University of Pennsylvania
Bachelor of Fine Arts from Visual Arts
Saint Joseph’s University
Certificate from Digital Marketing Sciences