Jess Folk
Durham,NC
Summary
Detail-oriented individual and Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
11
11
years of professional experience
Work History
Referrals & Prior Auth Lead
Orchid Health
11.2021 - Current
- Spearheaded process improvements, increasing referral completion rates by 32% through workflow enhancements.
- Established and maintained a master referral database with 660+ specialists to streamline care coordination.
- Partnered with specialty offices to align services with the organizational mission and improve patient outcomes.
- Conducted audits to ensure compliance with quality standards and internal goals.
- Directed and managed team priorities, workflows, and schedules across six clinics.
- Achieved a 93% success rate in securing prior authorizations for imaging and prescription medications, ensuring timely patient access to essential treatments.
Medical Receptionist Lead
SohoMD
12.2020 - 11.2021
- Managed master scheduling for 130+ providers across 14 states within multiple time zones, optimizing patient loads.
- Designed and implemented workflow improvements, reducing the turnaround time from 24 hours to just 45 minutes.
- Trained and onboarded new hires, increasing office productivity and process adherence.
Owner, LMT, Wellness Circle Facilitator
Prana Mind Body Healing
07.2017 - 12.2020
- Established and sustained a strong client base (achieving an overall 5-star rating) by providing exceptional customer service, crafting personalized wellness plans, and nurturing long-term client relationships that boosted retention and referrals.
- Ensured strict compliance with HIPAA guidelines to safeguard patient confidentiality.
- Developed and managed content strategies, enhancing audience engagement through Mailchimp, social media, and websites.
Customer Experience Quality Analyst
Lyft Headquarters
11.2015 - 01.2018
- Developed and maintained Standard Operating Procedures (SOPs) for Support Quality teams across global locations.
- Conducted gap analysis, reducing performance variance by 0.30 across all partners and increasing efficiency in call center operations.
- Led quality assurance initiatives, ensuring adherence to Lyft branding and customer experience guidelines.
- Trained and coached new hires, driving alignment with corporate standards.
- Led partner site calibrations globally across Bogota, Guatemala, Manilla, and Winnipeg, ensuring seamless integration of Quality tools and Lyft Branding, while enhancing cross-functional team collaboration and performance consistency.
Senior Operations Specialist Lead
ServiceSource
02.2014 - 10.2015
- Utilized Salesforce, Slack, and CRM systems to track and manage operational workflows.
- Reviewed and refined sales quotes and customer renewals, reducing error rates to below 5%.
- Recommended process improvements that led to increased efficiency and cost savings.
- Conducted data reconciliation to ensure accuracy between client and internal CRM databases.
Education
Massage Therapy
Mind Body Institute
Nashville, TNPsychology
Tennessee Technological University
Cookeville, TNSkills
- Process Optimization & SOP Development
- Project & Team Management
- Training & Mentorship
- Data Analysis & Workflow Improvement
- Leadership & Strategic Planning
- Quality Assurance & Compliance
- CRM Systems: Salesforce, Zendesk
- EHR Systems: Athena, Epic
- Database Management & Reporting
- Scheduling & Workflow Optimization
- Microsoft Office Suite, Google Workspace
- Problem-solving
Accomplishments
- Successfully optimized workflows across multiple organizations, leading to measurable productivity increases.
- Strong track record of mentorship and leadership, fostering high-performing teams.
- Adept at cross-functional collaboration, ensuring seamless operations across departments.
Timeline
Referrals & Prior Auth Lead
Orchid Health
11.2021 - Current
Medical Receptionist Lead
SohoMD
12.2020 - 11.2021
Owner, LMT, Wellness Circle Facilitator
Prana Mind Body Healing
07.2017 - 12.2020
Customer Experience Quality Analyst
Lyft Headquarters
11.2015 - 01.2018
Senior Operations Specialist Lead
ServiceSource
02.2014 - 10.2015
Psychology
Tennessee Technological University
Massage Therapy
Mind Body Institute
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