Leah Lilley
Whittier,CA
Summary
Empathetic, effective and motivated Customer Engagement Manager and Clinical care. Unique ability to combine clinical experience with compassion to meet challenges facing today's healthcare organizations. Professional with deep expertise in customer engagement, ready to drive impactful results. Proven ability to foster team collaboration and adapt to evolving needs. Skilled in relationship management, strategic planning, and effective communication, ensuring client satisfaction and business growth. Reliable, results-driven, and adept at navigating complex challenges.
Overview
7
7
years of professional experience
Work History
Customer Engagement Manager and Clinical Care
HOAG
01.2020 - Current
- Concierge and clinical care for LA Chargers and Olympic USA Volleyball
- Assist and manage in treatment of major benefactors in office as well as in home treatments
- Train new employees in office duties and EHR systems as a verified preceptor
- Handle data scrubbing and corrections for office as well as assist in data scrubbing of three others
- Coordinate and Manage La Chargers annual physicals and vaccine days for players and executives
- Run and Manage day to day such as but not limited to intake, procedure assistance, PRP treatments, blood draws, in house testing, as well as coordinating patient care
- Identify areas for improvement in existing customer engagement processes by analyzing performance metrics and feedback data.
- Championed a culture of exceptional customer service within organization, setting high standards for team performance and leading by example.
- Created a comprehensive onboarding program for new clients, ensuring seamless integration into company systems and services offered.
- Develop and execute targeted outreach campaigns, leading to increased customer acquisition and long-term relationships.
- Increased repeat business through exceptional customer service delivery and relationship building techniques.
- Leverage analytics tools to track customer engagement and satisfaction levels, allowing for continuous improvement of processes and strategies.
- Handle escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhance customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiate contract renewals, securing continued business partnerships with satisfied clients.
- Use evidence-based treatment modalities to provide clinical care to client, family or group.
- Enhanced patient satisfaction through timely follow-ups and thorough communication.
- Conduct regular account reviews to assess client status, identify opportunities, and ensure continued success.
Medical Assistant /phlebotomist
Pacific urgent care
01.2019 - 01.2020
- Assessed and onboarded patients to obtain medical information and document vital signs
- Managed both clinical and administrative duties in medical office setting
- Assisted physicians by preparing patients for procedures, including but not limited to EKGs, phlebotomy, glucose testing and pulmonary function tests
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in clinic's commitment to quality care.
Medical Assistant /phlebotomist
Reddy Urgent care/Aesthetics
01.2018 - 01.2019
- Assisted in set up and organization of new EMR system for practice through Dr Chrono
- Provided clinical and operational support in delivery of patient care in physical practice setting
- Administered injections and medications, dressed wound, and collected lab samples
- Assisted in PRP facials, vitamin IV administration, Fillers, Botox, laser procedures, tattoo removal, administered RF treatments, fat freezing treatments, as well as chemical peals
Education
MEDICAL ASSISTANT -
Downey Adult School
Downey, CA01.2018
PHLEBOTOMIST - Medical
Downey Adult School
Downey, CA01.2018
Skills
- Strategic Thinking
- Best practices optimization
- Risk Assessments
- Project Planning
- Data Analytics
- Event Coordination
- Stakeholder Relations
- Epic, Sage, Salesforce and HubSpot expertise
- Utilization improvements
- Customer Service
- Problem-Solving
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Team Leadership
- Team motivation
- Decision-Making
- Relationship Building
- Staff Training and Development
- Client Relationship Management
- Customer Segmentation
- CRM and EHR software proficiency
- Annual and acute Clinical care with specialty in wound care and guided injection
- Medical Terminology Proficient
- CPR & BLS
- Inventory and supply management
Volunteer Experience
- Volunteer service awards from, County of Los Angeles, Congressional recognition, as well as State Assembly recognition
- Participate in the following: Keep Los Angeles beautiful, Assistance league of American, ARC foundation events, Kiwanis club events
- Team leader/ Clinician at yearly YMCA leadership retreat for underprivileged youth
Languages
Spanish
Native or Bilingual
Timeline
Customer Engagement Manager and Clinical Care
HOAG
01.2020 - Current
Medical Assistant /phlebotomist
Pacific urgent care
01.2019 - 01.2020
Medical Assistant /phlebotomist
Reddy Urgent care/Aesthetics
01.2018 - 01.2019
MEDICAL ASSISTANT -
Downey Adult School
PHLEBOTOMIST - Medical
Downey Adult School
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