Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Timeline
Generic

Jamie Luemen Rhoads

Grove City,OH

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Amenable to in person, remote work, hybrid, or travel.

Overview

12
12
years of professional experience

Work History

SENIOR MEMBER ADVOCATE (Remote)

Lucid Lane
Los Altos, CA
06.2022 - 03.2023
  • Compile data, analyze, problem solve, and create individualized solutions to improve company performance
  • Launched 8 new program locations and monitored them to Identify issues, analyze information and provided solutions to problems
  • Responded to patient concerns and questions with compassionate and knowledgeable service.
  • Collected and analyzed patient feedback to evaluate quality of care.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Worked effectively with staff from all departments to coordinate resolutions.

Lead Technical Support Engineer

Outset Medical
San Jose, CA
06.2020 - 05.2022
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Subject matter expert, train and orient new associates as part of cross functional training team
  • Documented faults and bugs for referral to development staff for use in updates.
  • Communicated with stakeholders to share critical technical information and deliver project updates.
  • Work with customers to relay information about tracking and delivering of products
  • Performed root cause analysis of reported issues to enact corrections.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.

MEDICAL ASSISTANT/Front Office Administrator

OhioHealth Physicians Group
Dublin, OH
05.2014 - 06.2020
  • Partnered with insurance company contacts to obtain authorizations related to performing medical procedures.
  • Registered new patients and updated existing patient demographics by collecting detailed patient information.
  • Optimized patients' satisfaction, provider time and treatment room utilization by scheduling appointments in person or by telephone.
  • Kept equipment operating by following operating instructions and troubleshooting any problems.
  • Facilitated patient flow by notifying provider of patients' arrival, being aware of delays and communicating with patients and clinical staff.
  • Posted payments and charges to patient accounts and participated in billing processes.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Kept medical office supplies adequately stocked by anticipating inventory needs, placing orders and monitoring office equipment.
  • Protected patients' rights by maintaining confidentiality of medical, personal and financial information.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
  • Completed clinical procedures and gathered patient data for interpretation by physician.
  • Assessed calls and inquiries to prioritize services based on medical emergencies.
  • Obtained client medical history, medication information, symptoms, and allergies.

PATIENT SUPPORT ASSISTANT/Unit Coordinator

OhioHealth Doctors Hospital
Columbus, OH
03.2011 - 05.2014
  • Warmly greeted patients and visitors and made each feel welcome.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Checked patient vital signs, weight and pain levels for documentation purposes.
  • Delivered front-office administrative support, shared general information and employed clinical knowledge when assisting patients.
  • Collaborated with other medical staff to achieve high level of patient safety and care.
  • Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
  • Helped patients complete activities of daily living.
  • Furthered skills by actively taking part in employee training and taking classes to improve skills.
  • Used wheelchairs, stretchers and movable beds to move patients between hospital locations.
  • Responded to emergency situations to help with lifting and transporting patients.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Preceptor of all incoming Patient Support Assistants and Unit Coordinators

Education

MASTER OF HEALTHCARE ADMINISTRATION -

FRANKLIN UNIVERSITY
Columbus, OH
09.2019

BACHELOR OF ART - Theatre: Acting, Technical Theatre, Geology

COLUMBIA COLLEGE oF CHICAGO
Chicago, IL
06.2002

Certified Cardiographic Technician (CCT) Through Cardiovascular Credentialing International -

MEDICAL CAREERS INSTITUTE
Chicago, IL
01.2008

Skills

  • Clerical Support, Microsoft Office products, Google products, Database Creation and Tracking
  • Healthcare Administration, Budgetary Analysis, Inventory Oversight
  • Medical Information Software, Epic Superuser, Athena, Next Gen, Medical Records Management, Talkdesk, Salesforce, Lattice, Justworks, CTM, CRM
  • Revenue Cycle Facilitator, Customer Account Management, Benefits Verifications, Operational Efficiency, Medicare Knowledge
  • Detail Oriented, Organized, and Manage Large Caseload
  • Verbal and Written Communication, Patient Correspondence, Patient Issue Resolution, Patient Rights, Legal Compliance
  • Interdepartmental Cooperation, Care Improvement, Satisfaction Assessment and Tracking
  • Directing Team Members, Continuous Improvements,
  • Employee Training, Adult Education, Emotional Intelligence

Affiliations

EMPI Project ManagementEmerging Leader ProgramLean ManagementSix Sigma

Additional Information

  • · Numerous commendations from patients, customers, and management for excellent customer service· Outreach educator on topics such as consent, sexuality, and body positivity· Calm, confidant, professional phone and digital communication· Confident leader of presentations, projects, or meetings; superb orator capability, public speaking· Guest lecturer/presenter at conventions in Ohio and IndianaLEADERSHIP· Spearhead projects to make the company run more smoothly and partner with other departments to ensure changes work for everyone· Operations management to ensure office runs smoothly and hold individuals accountable for tasks· Project management, process management to ensure processes are documented and refined for efficient productivity and maximize profitability· Work with customers to relay information about the tracking and delivering of products· Mentor for Customer Experience Specialists, developed resources for training new and existing members, lead members toward the correct path for communication and troubleshooting machines· Quarterback for a daily interdepartmental meeting to ensure devices are repaired and returned to service in a timely mannerAccolades· Earned Outstanding Service award from Outset Medical· Awarded Leader Scholar academic excellence and demonstrated leadership abilities· Earned Above and Beyond Award from OhioHealth's Doctors Hospital leadership

Timeline

SENIOR MEMBER ADVOCATE (Remote)

Lucid Lane
06.2022 - 03.2023

Lead Technical Support Engineer

Outset Medical
06.2020 - 05.2022

MEDICAL ASSISTANT/Front Office Administrator

OhioHealth Physicians Group
05.2014 - 06.2020

PATIENT SUPPORT ASSISTANT/Unit Coordinator

OhioHealth Doctors Hospital
03.2011 - 05.2014

MASTER OF HEALTHCARE ADMINISTRATION -

FRANKLIN UNIVERSITY

BACHELOR OF ART - Theatre: Acting, Technical Theatre, Geology

COLUMBIA COLLEGE oF CHICAGO

Certified Cardiographic Technician (CCT) Through Cardiovascular Credentialing International -

MEDICAL CAREERS INSTITUTE

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Jamie Luemen Rhoads