Jan Evans
Chicago,IL
Summary
Dynamic leader with extensive experience in managing teams and driving performance improvements. Skilled in communication and conflict resolution, consistently achieving high compliance and quality assurance metrics while enhancing team collaboration and morale. Six Sigma Black Certification. LinkedIn: www.linkedin.com/in/jpettway
Overview
5
5
years of professional experience
1
1
Certification
Work History
Patient Access and Care Team
Advocate Medical Group
Chicago, IL
11.2024 - Current
- EPIC Systems: Administered comprehensive verification protocols ensuring HIPAA compliance for patient assistance.
- Registered patients via the portal to improve operational efficiency and data integrity.
- Reviewed prior communications from Clinical Team and Primary Physician to assist patients effectively via phone calls.
- Achieved monthly quality assurance of 98% while ensuring adherence and compliance of 91%.
- Achieve and uphold 92% customer satisfaction rate for Advocate patients through compassionate, professional, and empathetic resolution of health and medication issues.
- Scheduled patient appointments and laboratory tests to enhance clinic workflow efficiency.
- Confirm patient active orders and referrals to guarantee effective scheduling.
- Confirmed appointments with patients, providing details on time, date, and location.
- Communicated patient health and medication concerns to clinical teams through verified messages.
- Submitted timely medication refill requests, facilitating uninterrupted patient care.
PACT 2
Advocate Medical Group
Downers Grove, Illinois
11.2024 - Current
- Efficiently schedule patient appointments, coordinate cancellations and reschedules, and manage additions to provider calendars to ensure smooth clinic operations.
- Utilizes available resources and strong critical-thinking skills to support inbound callers, providing accurate information and effective problem resolution.
- Initiates outbound calls when needed to gather information, provide updates, or complete required follow-up.
- Leverages facility and provider information along with PACT workflow protocols to create a seamless, coordinated patient experience between PACT and the practice site.
- Collect and verify patient demographic and insurance information, ensuring all data is complete and accurate.
- Updates records as needed and applies knowledge of government and third-party payer requirements to confirm coverage, while strictly adhering to all HIPAA privacy and confidentiality standards.
- Adheres to protocols for immediate RN triage transfers and maintains competency in emergency and critical-call guidelines.
- Quickly assesses caller needs to ensure accurate routing for timely clinical support.
- Performs additional duties to support departmental operations and maintains strong working knowledge of all information systems to ensure efficient, accurate workflow.
Care Manager
GrubHub
Chicago, Illinois
08.2022 - 05.2024
- Oversaw a team comprising 7 to 9 Team Leads, Leads, and agents.
- Conducted performance reviews for team members.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Conducted skill assessments and delegated responsibilities accordingly, resulting in increased effectiveness.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, and vacation requests.
- Directed recruitment, hiring, and training of new staff members.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Streamlined communication channels, improving information flow, and decision-making speed.
- Generated daily, weekly, monthly, quarterly, and annual reports using various software tools.
- Provided feedback on proposed changes to reporting processes or procedures.
- Collaborated with other departments to ensure accuracy of data used in reports.
- Presented findings from analysis at internal meetings.
- Maintained a library of standard operating procedures related to report creation.
Team Lead
GrubHub
Chicago, IL
08.2021 - 07.2022
- Successfully managed a team comprising 6-8 professionals, encompassing Leads and agents.
- Ensured compliance with company policies and procedures throughout the team.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Organized client meetings to provide project updates.
- Delegated tasks appropriately according to individual skill sets.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Maintained accurate records of employee attendance and task completion times.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Monitored team progress and enforced deadlines.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Managed conflict resolution within the team to maintain a positive work environment.
- Oversaw training programs to improve team's skills and knowledge while maintaining open lines of communication with senior management regarding team progress and challenges.
Education
Associate of Science - Wordprocessing
Cortez Peters Business College
ChicagoSkills
- Management
- Policy Adherence
- Workflow Coordination
- Quality Improvement
- Communication
- Organizational Management
- Customer Retention
- Customer Service
- Leadership
- Critical Thinking
- Performance monitoring
- Professional development coaching
Certification
Six Sigma Black
Timeline
Patient Access and Care Team
Advocate Medical Group
11.2024 - Current
PACT 2
Advocate Medical Group
11.2024 - Current
Care Manager
GrubHub
08.2022 - 05.2024
Team Lead
GrubHub
08.2021 - 07.2022
Associate of Science - Wordprocessing
Cortez Peters Business College