Meghan Crowson

• Observe team performance to meet metric numbers
• Assist with mentoring co-workers with their NPS scores to help improve customer satisfaction
• Attend regular meetings to discuss feedback, trends and action plans
• Collaborate with panel to prioritize action plans to address key issues
• Monitor implementation and oversee the purpose of the changes needed

• Responded to customers request for products, services, and other health care related questions
• Managed high-stressed situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Adherence champion for current team
• Enhancing customer satisfaction by promptly addressing concerns and providing accurate information

• Greeted members and assisted with account updates
• Delivered prompt service to prioritize member needs
• Maintained detailed records of member interactions ensuring proper follow up and resolution was done
• Exceeded performance metrics consistency earning recognition as survey champion of team (UES champion)
• Provided coaching and mentoring to co-workers, contributing to their successful integration to the team
• Demonstrated in-dept knowledge and understanding of health plans and benefits

• Filed, organized and archived training materials to support future training sessions
• Assisted with the development of evaluation criteria for training programs, ensuring alignment with organizational goals and objectives
• Stay up-to-date on industry trends and best practices
• Conducted thorough evaluations of training sessions, identifying areas for improvement and implementing necessary changes
• Updated and created instructions and course materials onto a OneNote for trainees that is used across the DSNP Training Platform with other senior trainers
• Assisted training over 70 incoming new hires
• Prepared materials for skills development class
• Developed and implemented training programs related to multiple platforms for DSNP and navigators

Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.

• Assisted patients with daily living activities for enhanced comfort and wellbeing.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
• Supported needs of 15+ patients under care on the unit.