LaVon Storey

• Spearheaded strategies that improved client retention and satisfaction, directly contributing to a 71% boost in operational efficiency and improved conversion across services
• Recovered over $100K in missed revenue by auditing billing/insurance pipelines, supporting bottom-line growth
• Improve patient care and achieve organizational objectives
• Identify areas for process optimization and implement solutions to streamline workflows, reduce wait times, and enhance the overall patient experience
• Lead and motivate a multidisciplinary team of healthcare professionals, providing guidance, mentorship, and support to ensure high performance and job satisfaction
• Ensure compliance with all regulatory requirements, including HIPAA, Medicaid, and other relevant standards
• Administer payroll processing accurately, ensuring timely compensation for all team members
• Conduct regular audits and assessments to maintain quality standards and patient safety
• Implement strategies to optimize the revenue cycle, including billing processes, reimbursement, and revenue capture
• Collaborate with healthcare providers, including Psychologists, Social Workers, Counselors, and Provisionals to coordinate office improvements, scheduling, and referrals
• Monitor key performance indicators (KPIs) and performance metrics to identify opportunities for improvement and implement action plans to address challenges and achieve organizational goals
• Report issues to higher management with great detail
• Analyze customer feedback and identified areas for improvement to drive business success

• Provide high-level administrative support to the Director, including managing calendars, scheduling meetings, and coordinating travel arrangements
• Act as a liaison between the Director and internal/external stakeholders, guaranteeing effective communication and information flow
• Prepare, edit, and distribute correspondence, reports, and presentations, securing accuracy and confidentiality
• Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 27%
• Assist in planning and executing various projects, monitoring timelines, and certifying deliverables are met
• Organize and coordinate board meetings, executive team meetings, and other critical gatherings, including preparing agendas, taking minutes, and following up on action items
• Create, organize, and input invoices using QuickBooks, Stripe, and PayPal
• Maintain and organize sensitive documents, records, and files, both electronic and paper, safeguarding compliance
• Maintain the highest level of confidentiality regarding sensitive information and executive communications

• Utilize phone, email, and chat systems to deliver high-quality customer support, ensuring each interaction is thorough and responsive
• Facilitate account setup and implementation by optimizing system navigation and ensuring a seamless onboarding experience for new customers
• Develop extensive knowledge of products and services to offer precise information and customized support during the onboarding phase
• Review confidential member information to reconcile discrepancies and ensure cohesiveness across technical platforms
• Troubleshoot and resolve customer issues related to product information, account management, billing, and technical support
• Consistently achieve customer satisfaction scores of 89% or higher by delivering personalized, empathetic support
• Utilize CRM software to log interactions, track tickets, and maintain a comprehensive customer history
• Process orders, refunds, and returns through internal systems, ensuring customer satisfaction and efficient resolution
• Enhance customer retention through monitoring satisfaction, addressing potential drop-off risks, and implementing strategic methods to improve onboarding metrics

• Accurately enter and update over 100 records of customer data into the company database, maintaining a 98.7% accuracy rate
• Perform data cleansing and validation to ensure data quality and consistency
• Identify and resolve data discrepancies, reporting issues to relevant stakeholders
• Efficiently manage data entry projects, meeting deadlines and exceeding performance expectations
• Create, organize, and input invoices
• Enter data into various computer systems and spreadsheets accurately using Microsoft Office and Google Suite
• Verify entered data against source documents to maintain consistency across multiple platforms within the organization
• Utilize phone, email, and chat systems to deliver proactive communication, ensuring each interaction is thorough and responsive
• Exhibit strong time management while coordinating data migration projects and prioritizing tasks