Hayley Lindert
Appleton,WI
Summary
Dedicated Patient Navigator at Optum, adept at enhancing patient care through exceptional communication and active listening. Successfully trained new staff in navigation techniques, ensuring seamless care coordination. Proven ability to manage time effectively while maintaining confidentiality and delivering outstanding customer service. Committed to overcoming barriers to care and improving patient outcomes.
Overview
14
14
years of professional experience
Work History
Patient Navigator
Optum, UnitedHealth Group
Remote
08.2023 - Current
- Supported patients in managing their mental and emotional well-being through active listening, empathy, and appropriate referrals to specialized care providers.
- Assisted patients in overcoming barriers to care, such as transportation, language, and financial challenges.
- Trained new employees on effective patient navigation techniques, ensuring continuity of care across the organization.
- Enabled better care coordination and timely treatment through effective communication channels.
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
Intake Coordinator
Refresh Mental Health
Remote
07.2021 - 08.2023
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
- Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
Administrative Assistant
Evolve Healing
Appleton, WI
01.2020 - 07.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Waitress/Bartender
Cersis Brewing
Columbus, WI
05.2018 - 01.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
Waitress
PJ’s at Sentry World
Stevens Point, WI
06.2015 - 05.2018
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Live-Out Nanny
Emmerich Family
06.2014 - 08.2014
- Performed light housekeeping duties relevant to childcare areas ensuring cleanliness and safety standards were maintained consistently.
- Resolved conflicts between siblings or peers by employing effective problem-solving techniques promoting harmonious relationships.
- Cultivated strong relationships with parents, ensuring open communication regarding their child''s progress and needs.
- Managed daily schedules for children, including meals, playtime, homework assistance, and bedtime routines.
Barista
Julie’s Java House
Columbus, WI
01.2011 - 08.2013
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Education
Early Childhood Education
University of Milwaukee Wisconsin
Milwaukee, WIColumbus High School
Columbus, WI06.2013
Skills
- Community resources
- Medical recordkeeping
- Confidentiality
- Customer service
- Time management
- Multitasking Abilities
- Excellent communication
- Registration and scheduling
- Organizational skills
- Caring and empathetic
- Active listening
- Decision-making
- Documenting and recording information
- Scheduling appointments
- Documentation skills
Timeline
Patient Navigator
Optum, UnitedHealth Group
08.2023 - Current
Intake Coordinator
Refresh Mental Health
07.2021 - 08.2023
Administrative Assistant
Evolve Healing
01.2020 - 07.2021
Waitress/Bartender
Cersis Brewing
05.2018 - 01.2020
Waitress
PJ’s at Sentry World
06.2015 - 05.2018
Live-Out Nanny
Emmerich Family
06.2014 - 08.2014
Barista
Julie’s Java House
01.2011 - 08.2013
Early Childhood Education
University of Milwaukee Wisconsin
Columbus High School