Jaimee Pugh

Results-oriented healthcare operations professional with expertise in optimizing workflows and enhancing patient experiences. Proven track record in revenue cycle management, compliance, and team leadership, supporting organizational growth through data-driven decisions. Collaborates effectively with cross-functional teams to improve operational efficiency and client satisfaction.

• Driver's License
• Certified Medical Assistant

• Cigna Healthcare, Irvine, CA, Middle Market Specialist, 08/01/24, 02/01/26, Managed healthcare client accounts while supporting enrollment, billing, eligibility, and revenue-related operations., Managed mid-sized employer accounts serving as the main contact for clients and brokers while ensuring accurate enrollment, billing and policy administration., Coordinated implementations and renewals, resolved service issues and analyzed account data to improve overall client experience., Collaborated with internal teams to support account retention, ensure compliance and deliver timely, solutions focused support., Collaborated with sales and underwriting teams to support retention and growth of middle market accounts., Ensured compliance with company policies, healthcare regulations and client contract requirements.
• Providence Medical Center, Anaheim, CA, Care Transitions Coordinator, 01/01/24, Present, Coordinated multidisciplinary care transitions to support continuity of care, patient satisfaction, and operational efficiency., Coordinate care transitions within acute care hospital hubs, focusing on patients in need of home health, hospice, and home infusion services., Facilitate patient and family support with tailored discharge plans., Ensure seamless transition and continuity of care by liaising with healthcare professionals and external service providers., Implement administrative tasks central to patient-centered care coordination., Mastered Home Health Systems to enhance patient care and support services., Led daily healthcare operations, staff supervision, onboarding, workflow optimization, and compliance initiatives.
• Pacific Rehab Consultants, Hermosa Beach, CA, Operations Manager/HR Specialist, 05/01/22, 10/01/23, Recruited, trained, and led a high-performing operations team to streamline company processes., Established operating guidelines across various roles for enhanced organizational structure and efficiency., Managed daily human resources tasks, including onboarding, to maintain a robust workforce., Maintained employee records in HRIS., Led regular employee meetings to foster communication, align goals, and boost team morale., Supported development and execution of systems aimed at increasing revenue and operational efficiency., Created and implemented a comprehensive Employee Handbook that standardized policies and procedures., Set up an efficient Payroll System, ensuring timely and accurate compensation for all staff.
• Cigna Healthcare, Irvine, CA, Sr. Sales Analyst, 10/01/19, 05/01/22, Facilitated communication between sales teams, customers, and producers by distributing essential correspondence and customer reporting data., Supported sales initiatives by producing comprehensive proposals for new/existing business opportunities., Addressed and resolved service issues related to claims, benefits, and eligibility, ensuring customer satisfaction within a 24 to 48-hour timeframe., Assisted in developing strategies to enhance sales efficiency and streamline operational processes., Played a key role in growing insurance sales business, contributing to expansion of customer base.
• USC Keck Medical Center, Los Angeles, CA, Neuromuscular Coordinator, 07/01/14, 07/01/19, Coordinated neuromuscular patient care at USC Keck Medical Center, ensuring seamless scheduling and management of IVIG and EMG appointments., Acted as primary point of contact for incoming calls, adeptly handled appointment scheduling, insurance verification, and confirmation with commitment to high-level customer service., Facilitated interdepartmental communication, liaising effectively with other departments and physician offices to coordinate necessary support services and equipment for patient care., Contributed to recruitment and development of medical residents, fostering professional growth within medical centre., Demonstrated exceptional data entry skills, active listening, and proper phone etiquette to maintain reliability and a sense of urgency in patient interactions.