Heather BAIRD
Las Vegas,NV
Summary
Dynamic professional with a robust background in coordinating support services, well-prepared to excel in this role. Expertise in problem-solving, communication, and customer service fosters seamless operations and enhances client satisfaction. Committed to team collaboration and adaptability in response to evolving needs, consistently driving results. Recognized for reliability and a proactive approach to overcoming challenges and achieving objectives.
Overview
11
11
years of professional experience
Work History
Case Support Coordinator
Progyny
06.2024 - Current
- Led initiatives to advance case resolution through strategic outreach and timely updates. Managed communication channels to ensure efficient case progression. Oversaw resolution processes, driving timely outcomes through proactive engagement.
- Implemented strategies to drive improvements in member experience and engagement.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Facilitated communication between patients, providers, and insurance representatives to resolve issues promptly.
- Provided training and mentorship to junior staff on best practices in patient support coordination.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
Senior Intake Manager
Your Fertility Advocate
02.2024 - 06.2024
- Articulated agency processes and guidelines to potential surrogates, representing agency founder in all communications.
- Organized and monitored spreadsheets detailing applicant medical record requests and status of matches in progress.
- Guided team through processes involved in matching new surrogacy journeys, ensuring smooth transitions.
- Led intake process, ensuring accurate patient data collection and documentation.
Senior Onboarding Specialist
Progyny
01.2023 - 06.2024
- Provided detailed guidance to new members on navigating health insurance and pharmacy benefits for informed decision-making.
- Established efficient onboarding workflows to ensure new members effectively navigate company benefits and related processes.
- Provided clear explanations of covered services to eligible members, enhancing service awareness.
- Coordinated communication between departments to ensure smooth onboarding experiences for new employees.
- Mentored junior staff in effective onboarding practices and resource utilization.
Surrogate Coordinator
Your Fertility Advocate
02.2021 - 02.2024
- Provided comprehensive guidance and support to surrogates during the admissions process to ensure understanding of surrogacy requirements and expectations.
- Executed thorough reviews of surrogate profiles to guarantee accuracy and meet client satisfaction criteria.
- Managed communication with surrogates, providing timely and compassionate responses to their inquiries and concerns.
Patient Care Advocate
Progyny
06.2021 - 01.2023
- Delivered compassionate support to members, enhancing morale and resilience in difficult circumstances.
- Protected sensitive member information through rigorous adherence to HIPAA protocols.
- Coordinated various projects at once, maintaining high-quality benchmarks and meeting deadlines effectively.
- Advocated for patient needs by coordinating care services and resources across multidisciplinary teams.
- Educated patients on benefits and coverage options to enhance understanding of available services.
Virtual Health Coach
Vida
07.2019 - 05.2021
- Achieved significant client engagement in weight loss and health improvement initiatives. Enhanced client adherence to nutrition and activity recommendations, resulting in improved health outcomes. Empowered clients to take control of chronic illness management through tailored support and resources.
- Delivered clear and relatable information to clients regarding chronic illnesses, fostering informed decision-making.
- Facilitated client progress tracking to enhance engagement. Offered constructive feedback and motivational support to drive positive outcomes.
- Developed individualized health plans tailored to client needs and goals.
Health Coach
Profile By Sanford
01.2019 - 07.2019
- Delivered targeted coaching to support members in achieving weight management goals within the profile program.
- Developed and delivered evidence-based protocols while mentoring members during each phase of the program.
- Established rapport with customers by actively listening and providing outstanding service tailored to individual needs.
- Conducted one-on-one coaching sessions to motivate and guide clients towards healthier lifestyles.
Virtual Health Coach
Real Appeal
06.2015 - 01.2019
- Facilitated online coaching sessions for participants in a 12-month evidence-based virtual intensive lifestyle intervention program targeting diabetes prevention.
- Supported participants in defining and accomplishing weight loss and health targets by implementing effective lifestyle adjustments.
- Conducted weekly live online group sessions aimed at fostering collaboration and knowledge sharing.
- Utilized motivational interviewing techniques to enhance client motivation and accountability.
Education
Bachelor of Arts - Communication Studies
University of Nevada
Las Vegas01-2008
Skills
- Skilled in Microsoft Office applications
- Detail-focused organization
- Appointment scheduling
- Proficient in Google Suite
- Skilled in Salesforce utilization
- Effective critical thinking abilities
- Project management
- Documentation and recordkeeping
- Time management
- Attention to detail
Timeline
Case Support Coordinator
Progyny
06.2024 - Current
Senior Intake Manager
Your Fertility Advocate
02.2024 - 06.2024
Senior Onboarding Specialist
Progyny
01.2023 - 06.2024
Patient Care Advocate
Progyny
06.2021 - 01.2023
Surrogate Coordinator
Your Fertility Advocate
02.2021 - 02.2024
Virtual Health Coach
Vida
07.2019 - 05.2021
Health Coach
Profile By Sanford
01.2019 - 07.2019
Virtual Health Coach
Real Appeal
06.2015 - 01.2019
Bachelor of Arts - Communication Studies
University of Nevada