Lindsay Wolford
Staff Leadership
Coraopolis,United States
Summary
Dynamic Training Lead with over 20 years of experience in cultivating first class care for patients and clients. Extensive leadership in staff development, process and productivity refinement, performance management and curriculum composition. Excellent reputation for resolving escalated issues and leading team members to perform beyond expected potential. Qualified within healthcare settings and worked for many years at a Fortune 5 company.
Overview
20
20
years of professional experience
Work History
Intake Supervisor
Synapse Health
Coraopolis, PA
05.2023 - Current
- Supervises a team of Order Intake Specialists through the day-to-day operations of creating new and reoccurring orders.
- Champions DME Operations Leadership and peers to drive strategic initiatives, efficiencies and process improvements in the Order Management life cycle to improve the overall patient experience.
- Partner cross-functionally to support teams that are answering inbound calls from customers on a multi-line phone system; process and create orders through data entry of inbound calls, portal orders and faxes; provide information to new and existing patients, troubleshoot common issues, provide virtual patient education, work with the other departments to find appropriate resolutions and escalate queries or concerns when necessary.
- Partner cross-functionally to manage teams that are working with referral sources, prescribers and/or patients to gather required information and documentation to meet insurance guidelines inclusive of health plan authorizations, patient prescriptions, etc. and patient co-payment collections prior to products being routed to the fulfillment team.
- Partner cross-functionally to manage teams that partner with Synapse Healths downstream vendors to ensure timely and accurate deliveries for our patients, inclusive of coordinating and confirming delivery times, managing delivery and vendor changes and manages inventory management with downstream vendors.
- Supervises staff performance metrics and coaches team members to meet/exceed performance metrics.
- Partners closely with Workforce Planning team to ensure appropriate staffing and coverage while allowing for training or department meetings.
- Maintain patient confidentiality and function within the guidelines of HIPAA.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures and productivity standards.
Customer Service Supervisor
AdaptHealth
Moon Township , PA
12.2019 - 02.2021
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Expanded my role of Customer Service Supervisor by working with Senior Management to run departmental analytics to quantify areas of improvement within the customer service departments.
Training Supervisor
McKesson
Moon Township , PA
03.2015 - 12.2019
- Promoted three times within less than five years; Escalations Supervisor, Customer Service Support Coordinator, Customer Service Supervisor/Lead Product Trainer.
- Responsible for selecting and hiring qualified staff, ensured an effective on-boarding, and provided comprehensive and dynamic training; in person and virtually.
- Maintained extensive knowledge of durable medical equipment, order processing, health insurance guidelines, and medical billing processes. Utilized multiple CRM+EHR systems.
- Achieved staff results by communicating job expectations; planned, monitored, and appraised job results; coached, developed, and enforced systems, policies, and procedures.
- Showcased strong ability to manage staff in a fast paced, multi-site environment by utilizing technical skills to create virtual training rooms and virtual support for remote workers.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
Guest Relations Coordinator
Buffalo General Hospital
Buffalo, NY
09.2012 - 03.2015
- Investigated and resolved guest inquiries and complaints in a timely and empathetic manner.
- Greeted patients and families upon arrival and guided them to their surgical suites while informing them of the hospitals accommodations and the process of their medical procedure.
- Escorted all scheduled surgery and procedure patients to their rooms, informed them of their pre- operation responsibilities and ensured proper samples were collected in a timely manner.
- Ran inter-departmental software to track and print all scheduled appointments within the hospital including clinics, surgeries, and procedures. My team utilized these schedules on a daily basis to ensure consistent and accurate information for all guests entering the hospital.
Office Manager
Fuccillo Hyundai
Grand Island, NY
06.2011 - 09.2014
- Hired and trained new employees on administrative procedures, company policies and performance standards.
- Created vehicle contracts, registrations, titles, etc. and checked accuracy after signage avoiding delays in process flow of each sale.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll.
Education
Bachelor Of Science - Psychology
SUNY Buffalo State
Buffalo, NYBachelor Of Arts - Communications
Niagara University
Niagara Falls, NYSkills
- Team Leadership
- Training and Development
- Employee Onboarding
- Quality Assurance
- EMR Systems
- SAAS
- LMS Systems
- CRM
- Windows Office
- Workforce Management
- Medicaid & Medicare
- Software Troubleshooting
- DME
- McKesson
- ICD-9 & ICD-10
- HCPCS
Timeline
Intake Supervisor
Synapse Health
05.2023 - Current
Customer Service Supervisor
AdaptHealth
12.2019 - 02.2021
Training Supervisor
McKesson
03.2015 - 12.2019
Guest Relations Coordinator
Buffalo General Hospital
09.2012 - 03.2015
Office Manager
Fuccillo Hyundai
06.2011 - 09.2014
Bachelor Of Science - Psychology
SUNY Buffalo State
Bachelor Of Arts - Communications
Niagara University
Similar Profiles
Caitlyn PritchettCaitlyn Pritchett
Prescriber Adoption Manager at Synapse HealthPrescriber Adoption Manager at Synapse Health
Ashton SwannAshton Swann
Qualifications Specialist at Synapse HealthQualifications Specialist at Synapse Health
Aaliyah HamiltonAaliyah Hamilton
DME Fulfillment Coordinator at Synapse HealthDME Fulfillment Coordinator at Synapse Health