Lynette Alvarez

• Provide proactive care coordination and advocacy for a caseload of patients.

• Conduct outbound calls to patients, informing them of their benefits and upcoming appointments.

• Schedule and coordinate clinical care, including transportation and in-home support services.

• Identify gaps in care and address barriers to enhance patient compliance with care plans.

• Document interactions and follow-ups in CRM systems for accurate patient records maintenance.

• Deliver informative and productive patient interactions in alignment with care and compassion values.

• Conducted quarterly audits and executed strategic plans to improve patient satisfaction and outcomes.

• Delivered comprehensive training and mentorship to new staff over six weeks, ensuring high-quality care standards

were met.

• Managed care coordination for a panel of 846 patients, including calls and home visits.

• Worked in tandem with Social Workers and Nurse Case Managers to facilitate a holistic approach to patient care.

• Assessed patient risks and communicated mitigation recommendations to management effectively.

• Developed and oversaw project timelines, milestones, and work plans for health improvement initiatives

• Managed patient communications effectively, ensuring appointment confirmations and scheduling were

conducted smoothly.

• Improved customer service by evaluating and redesigning processes, as well as implementing metric monitoring for

quality assurance.

• Maintained accurate records of customer interactions in CRM systems and addressed inquiries with prompt

resolution.

• Managed multi-line telephone switchboards, ensuring effective communication by accurately screening calls,

scheduling appointments, and directing inquiries to relevant departments.

• Coordinated patient intake by obtaining medical histories and arranging initial consultations, while diligently

maintaining confidentiality of medical records.

• Reviewed and enforced quality assurance protocols among staff, and enhanced operational efficiency by

restructuring standard operating procedures.