Keauna Marie Routt
East Palo Alto,CA
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
21
21
years of professional experience
Work History
Clinical Sales Representative
Genentech
South San Francisco, CA
08.2021 - 08.2024
- Supported suite level accounts within Northern California: Stanford, UCSF, UC Davis, Valley Children, etc.
- Managed a high volume of accounts effectively by prioritizing tasks based on urgency or potential revenue generation.
- Maintained sales tracking reports of 90% KPI and 100% to target sales in Northern Territory.
- Exceeded National Target by 15% in 2022.
- Handled contract negotiations successfully leading to mutually beneficial agreements between the company and clients.
- Increased product adoption by delivering compelling product demonstrations and sales presentations to healthcare providers.
- Utilized advanced CRM software tools for efficient tracking of leads, contacts, appointments, follow-ups, notes on potential areas of growth within each account.
PATIENT NAVIGATOR
Genentech
South San Francisco, USA
03.2019 - 08.2021
- Managing daily workflow in the Western region to ensure patients are receiving patient-centric service; working as part of a multidisciplinary team and facilitating communication about patient needs
- Evaluating new ways of working strategically while minimizing overlap on the Evolution team
- Determined on enhancing patient and client experiences throughout the medical continuum
- Researching methods & ways to increase patient outcomes, reduce expenses, and improve treatment quality
- Partnering with Clinical Reimbursement Manager, and Clinical Specialist to ensure account needs are being met for the MS network while partnering on strategic training solutions to improve overall workflow
- Registered patients, customer service responsibilities, including providing information and referral to resources for clients in need
- Established and maintained professional relations with all referral sources, which include physicians, discharge planners, and social workers
- Multiple Sclerosis - Clinical Proficiency Trained
SUPERVISOR
Genentech
South San Francisco, USA
05.2007 - 03.2019
- Managed full-time employees and contract resources daily to ensure adequate coverage across teams, drive the successful delivery of established metrics and validation targets, and proactively communicate trends
- Supervisor Liaison: Xolair Team, McKesson Reimbursement Overflow Team, Blizzard Project Team, Brand Team, and QCO Representative
- Acted as a liaison for communication amongst all parties, ensured processes are being enforced, cross-portfolio and any necessary changes are being vetted to the affected parties while thinking of new ways of working to support all teams
- Led a team of Home-Based Trainers (HBTs) efficiently; facilitated all incoming trainees, partnering with Pro Unlimited vendor to ensure smooth on-boarding of new employees and maximize ramp-up productivity
- Mentored and trained new employees
- Ensured training documents are in place and up to date, appropriate space planning, equipment set-up, and Quality guidelines are consistently followed.
SENIOR REIMBURSEMENT SPECIALIST
Genentech
South San Francisco, USA
01.2007 - 02.2016
- Handled overall payer account management-related works; captured Payer Trends for each therapeutic area, effective problem solving for best patient outcomes
- Identified payer sources, verify benefits, negotiate rates and obtain authorization for services
- Collected data from internal and external sources to respond to requests for information, obtain appropriate approval, and maintain a log of requests.
- Facilitated smooth onboarding processes for new vendors, providing clear guidelines on expectations and procedures for seamless integration into the supply chain network.
- Managed end-to-end product launches, ensuring timely delivery and seamless integration across all channels.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
PATIENT ACCOUNT REPRESENTATIVE
Stanford Health Care
California, USA
12.2003 - 05.2007
- Maintained revenue for patients' medical expenses up to 100K
- Ensured all claims submissions were properly processed
- Increased claims processing time by ensuring all documents were properly submitted for approval and appropriate forms submission
- Provided direct patient support and guidance to assist with delinquent account resolutions via phone, mail, and email
- Addressed account concerns and questions for payers, providers, and patients
- Interviewed patients as needed to determine financial obligation and possible support assistance options available
- Arranged and assisted with hospital admissions
- Accurately entered procedure codes, diagnosis codes, and patient information into the billing software
- Reviewed claims edits, denials, and coordinated with payers and identified the problems, and provided solutions so claims can be processed according to expected.
Education
Bachelor of Arts - BA - Healthcare Administration
UNIVERSITY OF PHOENIX
Phoenix, Arizona04.2022
Skills
- Healthcare Management
- Patient Care
- Customer Service
- Medical Terminology
- Business Goals & BI
- Research & Analysis
- Medical Records
- Leadership & People Management
- Multitasking & Strategic Planning
- Outstanding Negotiation Skill
- Exceptional Communication Ability
- Territory Management
- Clinical understanding
References
Available on Request
Timeline
Clinical Sales Representative
Genentech
08.2021 - 08.2024
PATIENT NAVIGATOR
Genentech
03.2019 - 08.2021
SUPERVISOR
Genentech
05.2007 - 03.2019
SENIOR REIMBURSEMENT SPECIALIST
Genentech
01.2007 - 02.2016
PATIENT ACCOUNT REPRESENTATIVE
Stanford Health Care
12.2003 - 05.2007
Bachelor of Arts - BA - Healthcare Administration
UNIVERSITY OF PHOENIX