Khadeja Andrews-Julien
Brooklyn,New York
Summary
Dynamic Case Management Supervisor at Novartis Pharmaceuticals with expertise in team leadership, performance management, and cross-functional collaboration. Skilled in regulatory compliance and process optimization, with a track record of implementing performance improvement plans that elevate productivity and service quality. Dedicated to advancing patient care while ensuring adherence to industry standards.
Overview
12
12
years of professional experience
Work History
Case Management Supervisor
Novartis Pharmaceuticals
East Hanover, NJ
06.2023 - 07.2025
- Supervise a team of 10–12 case management agents, driving daily operations and consistently meeting service level goals.
- Provide coaching, scheduling, and conflict resolution that strengthen team performance, cohesion, and productivity.
- Manage bi-weekly payroll submissions for all direct reports with 100% accuracy and compliance.
- Monitor productivity and quality metrics, implementing improvement plans that enhance efficiency and patient satisfaction.
- Lead onboarding and training for new hires, accelerating ramp-up time and boosting retention.
- Partner with internal departments and external stakeholders to resolve escalations and streamline patient access pathways.
- Ensure documentation, communications, and workflows remain compliant with regulatory standards and company policies.
Senior Patient Coordinator
Weill Cornell Medical Center
New York, NY
11.2021 - 05.2023
- Led pediatric call center and case management operations, overseeing triage, school form intake, and referral coordination.
- Checked patients in/out, verified insurance, and maintained accurate electronic health records.
- Scheduled and managed patient appointments while ensuring timely communication with healthcare providers.
- Resolved patient concerns with professionalism and collaborated with clinical staff to deliver seamless care.
- Provided consistent, compassionate service in a high-volume, fast-paced front-desk environment.
Care Coordinator II - Ambulatory Care Prostate & Urologic Center
Memorial Sloan Kettering Cancer Center
New York, NY
11.2016 - 10.2021
- Worked with clinical teams to coordinate high-volume physician clinics, ensuring accurate scheduling of appointments, procedures, and consultations.
- Maintained complete and up-to-date patient medical records by reviewing doctor’s orders and securing documentation from outside facilities.
- Submitted bi-weekly timesheets and managed administrative tasks including labeling, filing, and payroll processing.
- Answered multi-line phones, resolved patient inquiries, and facilitated communication between patients and healthcare teams.
- Supported multiple physicians directly, streamlining clinic operations and improving patient flow.
Session Assistant I - Ambulatory Care Prostate & Urologic Center
Memorial Sloan Kettering Cancer Center
New York, NY
01.2016 - 11.2016
- Served as a liaison between the patients, physicians, and other clinic staff members during office visits.
- Facilitated clinic flow by checking patients in to appointments, ensured that all requisite forms were completed correctly, and oriented patients to all available resources.
- Monitored the condition of patients in the waiting area, and promptly communicated any patient who appeared to be experiencing distress to a clinical team member.
- Scheduled subsequent appointments, including chemotherapy visits, procedures, consultations, and radiology scans, in accordance with physicians' orders.
Medical Assistant
Osei-Kwakye OBGYN
Brooklyn
10.2013 - 12.2015
- Supported physicians in routine exams and procedures, including pap smears, colposcopies, LEEPs, and endometrial biopsies.
- Collected and processed bloodwork, urinalysis, vital signs, and other diagnostic tests with accuracy and compliance.
- Maintained patient records in the Medent system, ensuring HIPAA compliance and efficient retrieval of lab and ultrasound results.
- Trained interns on patient triage, ordering labs, and clinic protocols, fostering a knowledgeable support team.
- Managed administrative and front-desk functions, including scheduling, phone triage, and patient intake, while ensuring compassionate patient care.
Education
Certified Medical Assistant -
The Allen School
New York, NY09.2011
Skills
- Leadership & Management: Team leadership, team supervision, performance management, employee training & development, conflict resolution, quality improvement
- Healthcare Operations: Case management, patient care coordination, case assessment, healthcare administration, insurance verification, quality assurance, patient advocacy
- Technical Proficiency: Microsoft Word, Outlook, PowerPoint, Excel; EMR/EHR systems; case documentation; regulatory & HIPAA compliance
- Professional Strengths: Multitasking & organization, time management, cross-functional collaboration, problem solving, customer service
References
References available upon request.
Timeline
Case Management Supervisor
Novartis Pharmaceuticals
06.2023 - 07.2025
Senior Patient Coordinator
Weill Cornell Medical Center
11.2021 - 05.2023
Care Coordinator II - Ambulatory Care Prostate & Urologic Center
Memorial Sloan Kettering Cancer Center
11.2016 - 10.2021
Session Assistant I - Ambulatory Care Prostate & Urologic Center
Memorial Sloan Kettering Cancer Center
01.2016 - 11.2016
Medical Assistant
Osei-Kwakye OBGYN
10.2013 - 12.2015
Certified Medical Assistant -
The Allen School