MADISON LAMB
Lexington,SC
Summary
Innovative and collaborative Care Navigator at Array Behavioral Care, with proven expertise in process management and relationship building. Successfully optimized onboarding processes, enhancing client satisfaction and retention. With proven excellence at quality documentation and team leadership, I effectively advocate for patient and provider needs while driving operational improvements in a fast-paced behavioral Telehealth environment.
Overview
5
5
years of professional experience
Work History
Care Navigator
Array Behavioral Care
07.2025 - Current
- Managed multiple workflows, provided accurate documentation, and prioritized tasks and timelines.
- Served as the primary point of contact for patients and team members.
- Collaborated with healthcare providers to ensure seamless service delivery.
- Developed educational materials to inform clients about available options.
- Trained the entire team on new processes and trained new hires as part of their onboarding process.
- Mentored the care navigation team in best practices for patient engagement.
- Assisted clients and providers with troubleshooting issues on the platform, provided technical support and guidance.
- Assist new clients with navigating the website and registration for services.
- Developed and maintained strong customer relationships to enhance customer satisfaction and retention.
- Collaborated with multiple departments to advocate for client needs, and drive operational process improvements.
- Led projects focused on optimizing onboarding processes for new clients.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate record keeping.
- Advocated for clinician and patient needs.
- Identify potential barriers to care, and communicate with leadership to address client and provider needs and support.
- Effectively managed a high volume of inbound and outbound calls, text messages, emails, faxes, and messages through the electronic health records system, supporting clients and colleagues.
- Consistently maintained confidentiality while handling sensitive patient information in accordance to HIPAA guidelines.
- Served as a reliable resource to colleagues seeking guidance on challenging situations or unfamiliar aspects to care navigation.
- Handle prior authorizations as needed.
- Manage referral partner communication and tracking.
- Escalated and resolved operational issues, and followed up with leadership on how to resolve them.
- Handled a caseload of pathway patients, providing additional administrative and operational support to the patients and clinicians.
Access Center Representative
Array Behavioral Care
02.2024 - 08.2025
- Effectively handled inbound and outbound calls.
- Facilitated patient flow by overseeing scheduling processes using telecommunication.
- Provided strong customer service and built rapport and trust with sites and clinicians.
- Collaborated with psychiatrists to manage appointment schedules and maintain service level agreements with sites.
- Handled inbound and outbound legal medical documentation.
- Provided troubleshooting and conduct video test calls for sites to address technical challenges.
- Triage requests, prioritize cases, and coordinate with clinicians to ensure timely care.
Office Manager
Maxliving Chiropractic
Columbia, SC
12.2021 - 01.2023
- Supervised, onboarded, led, and coached team members.
- Tracked office statistics, reported to the team and monitored progress.
- Oversaw inbound and outbound communication and marketing, created and managed text and email campaigns to patients.
- Facilitated and coordinated weekly and monthly metric meetings to create team goals, align on new processes, and report performance data.
- Assigned and monitored all administrative tasks and operational functions, assisted in tasks where needed.
- Assisted in financial management, including accounts receivable, payroll, and budgeting.
- Reviewed, tracked, and approved supply requisitions.
- Managed input of patient information and handled medical records requests.
- Handled escalation situations professionally, timely, and effectively.
- Provided consistent customer service, managed and tracked sales and retention.
- Managed employee vacation time and paid time off, led team meetings and trainings, led individual meetings, conducted performance reviews and managed improvement plans, accepted feedback, ensured scheduling coverage.
- Attended and facilitated company events, coordinated traveling and stipends, oversaw marketing and tracked success for office events.
Patient Care Coordinator
Maxliving Chiropractic
Columbia, SC
01.2021
- Managed communication of staff, patients, and outside healthcare professionals.
- Coordinated scheduling of patients and providers.
- Handled new patient intake processes and facilitated their therapeutic activities.
- Performed office clerical duties such as answering inbound calls, greeting patients, handling correspondence, making outbound calls, texts, and emails, organizing paperwork and entering into the electronic health records system.
- Assisted providers with patients, filed the providers notes, assisted with cleaning patient rooms in between visits.
Education
MBA - Business Administration And Management
University of South Carolina
Aiken, SC05-2027
Bachelor of Science - Exercise Science
Columbia College
Columbia04-2021
Skills
- Organizational skills
- Detail orientation
- Resourcefulness
- Team leadership
- Process management
- Relationship management
- Healthcare communication
- Innovation strategies
- Onboarding and implementation
- Provider and patient liaison
- Project management
- Quality documentation
- Task prioritization
References
References available upon request.
Timeline
Care Navigator
Array Behavioral Care
07.2025 - Current
Access Center Representative
Array Behavioral Care
02.2024 - 08.2025
Office Manager
Maxliving Chiropractic
12.2021 - 01.2023
Patient Care Coordinator
Maxliving Chiropractic
01.2021
MBA - Business Administration And Management
University of South Carolina
Bachelor of Science - Exercise Science
Columbia College