Metellus Nataly
Salem,MA
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring years of experience and take on challenging new role.
Overview
8
8
years of professional experience
Work History
Client Success Associate
Phamily, Jaanhealth
02.2022 - Current
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Assisted with over 20 clients with strategic processes and provided with necessary tools to achieve success.
- Analyzed client data reports to ascertain renewal risk while assessing account trends.
- Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Reviewed products and user documentation to assess compliance with client success processes.
- Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
- Assisted over 20 customers with onboarding and product setup to foster successful adoption and usage.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Planned, articulated and executed client development strategies.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Responded to individual client support issues via phone, email and chat.
- Took initiative to investigate and manage issues outside documented occurrences.
Secretary Assistant
Ministerio Cristiano Monte De Sion Inc,
08.2016 - Current
- Bible study instructor of Adolescents group with over 15 students
- Special campaigns for raising awareness through Christ and reaching eternal salvation
- Organized resources, records and personnel to accomplish aggressive targets.
- Developed and maintained filing systems to facilitate easy access to information.
- Offered technical support and troubleshot issues to enhance office productivity.
- Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
- Assisted manager in all aspects of business operations.
Lead Medical Assistant/ Phlebotomist
Pediatric Associates of Greater Salem
12.2018 - 03.2020
- Provided patient care for over 40 patients daily
- Documentation and Quality controls
- Phlebotomy
- Specimen analysis
- Responsible for training of new staff
- Scheduling
- Phone triage
- Translation
- Procedure assistance
- COVID testing / documentation
- Responsible for closing and opening office
- Quality control procedures
- Sanitized, restocked, and organized exam rooms and medical equipment
- Collected and documented patient medical information such as blood pressure and weight
Medical Assistant/Phlebotomist
AFC Urgent care
05.2018 - 12.2018
- Update and maintain all digital client records
- Measure Patient vital signs: pulse, blood pressure, pulse oximetry and temperature, height and weight
- Perform in-office lab test: Rapid strep
- Alere machine tech
- Update and maintain all digital client records
- Perform in-office lab tests (Rapid strep, Urinalysis, Influenza, Mono, HCG, Titers)
- Clean and prepare examination rooms prior to patient examination
- Work in the front office taking care of tasks such as answering phone calls and greeting patients as they enter the facility, Patient registration, insurance eligibility
- Assist the nurse and office manager in maintaining the medical inventory and placing orders for new materials as needed
- Administer oral and injectable medications
- Call or fax prescriptions to pharmacies
- Change dressings
- Clean and maintain instruments and medical equipment
- Collect specimens for lab tests
- Responsible for opening and closing the clinic including arming and disarming alarms
- Document in paper or electronic medical records
- Enter data from monitoring and tracking systems such as vaccine and medication refrigerators and other quality or safety data
- Perform specialized testing such as EKGs, vision screening and hearing tests
- Provide patient education as directed by the doctor or other provider
- Perform State and Federal Drug test screenings and physicals
- Perform Immigration physicals
Clinic Coordinator
05.2015 - 05.2018
- Supervised clinic operations ensuring that clinical and administrative services are probably rendered
- Responsible for opening and closing clinic including arming and disarming alarms
- This requires preparing paperwork for initial patient appointments, day-end review for Quest lab technician
- Cleaning and stocking facility with supplies and necessities
- Manage clinician schedules, room assignments for all providers: coordinating patient physician availability, booking, editing agendas
- Providing customer service in accordance to company policies and procedures: conducted prior authorizations and referral management: conducted insurance eligibility, PT-1 forms and documentation
- Submitted and managed patient medical records in accordance with HIPAA guidelines: prioritize the protection of patient privacy
- Provided patients with resources both internal and external; coordinated patient care with other care team members to ensure the best possible healthcare plan for a patient
- Responsible for training of new staff members for operations team and call-center; constructive phone calls scripts for proper phone etiquette techniques, daily objectives and tasks for weekly orientation
- Served as a clinician assistant, taking specimen as needed and patient vital sign readings.
Education
Bachelor of Science - Healthcare Studies, Human Biology, And Psychology
Salem State University
Salem, MA06.2024
Medical assistant certification Phlebotomy certification -
Salter School
Malden, MA09.2011
High School Diploma -
Malden High School
Malden, MA06.2011
Skills
- Staff Leadership
- Customer Account Review
- Key Performance Indicators (KPI)
- Client Engagement
- Operational Efficiency
- Outreach Initiatives
- Script Proofing
- Customer Relations
- Account Management
- Staff Training
- Report Analysis
- Quality Control Standards
- Policy and Procedure Adherence
- Conflict resolution
- Microsoft office suite
- CPR&AED certified
Timeline
Client Success Associate
Phamily, Jaanhealth
02.2022 - Current
Lead Medical Assistant/ Phlebotomist
Pediatric Associates of Greater Salem
12.2018 - 03.2020
Medical Assistant/Phlebotomist
AFC Urgent care
05.2018 - 12.2018
Secretary Assistant
Ministerio Cristiano Monte De Sion Inc,
08.2016 - Current
Clinic Coordinator
05.2015 - 05.2018
Bachelor of Science - Healthcare Studies, Human Biology, And Psychology
Salem State University
Medical assistant certification Phlebotomy certification -
Salter School
High School Diploma -
Malden High School
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