Neil Jefferson
COLUMBUS
Summary
Dynamic Patient Experience Specialist with a proven track record at Ivim Health, enhancing patient satisfaction through innovative strategies and effective communication. Skilled in data-driven decision-making and conflict resolution, I successfully implemented initiatives that improved care delivery and fostered strong relationships with patients and healthcare teams.
Overview
23
23
years of professional experience
Work History
Patient Experience Specialist
Ivim Heatlh
COLUMBUS
12.2024 - Current
- Developed and implemented innovative strategies to elevate patient experience outcomes.
- Monitored patient feedback and created targeted action plans to enhance care delivery.
- Collaborated with healthcare teams to address patient concerns and improve experiences.
- Coordinated with departments to implement initiatives aimed at enhancing patient comfort.
- Monitored patient satisfaction surveys to identify areas for improvement in care delivery.
- Facilitated patient feedback sessions to enhance service quality and satisfaction.
- Provided ongoing support to patients throughout their visit, addressing any concerns or questions in a timely manner.
- Educated patients on available services and resources within the healthcare system.
- Collaborated with leadership team to establish protocols that streamline patient experience processes.
- Educated clinicians on best practices for delivering an optimal patient experience.
- Facilitated resolution of conflicts between staff members or between staff members and patients.
- Developed strategies for recognizing exceptional performance from front line team members who provide superior customer service.
- Stayed current on community-based resources and services useful to patients.
Agent Support Specialist
Genpact / Farmers Life Insurance
Columbus
06.2014 - 10.2024
- Educated agents on life insurance products and application processes, including key financial calculations.
- Provided specialized guidance on life insurance applications, reducing submission errors with improved training on critical calculations.
- Addressed policy concerns, offering guidance to agents and policy owners to ensure accurate and efficient service.
- Mentored new hires, enhancing process proficiency through tailored monitoring and support.
- Led mentoring programs to improve onboarding efficiency, resulting in reduced employee attrition.
- Developed and delivered training materials, enhancing associate performance in life insurance operations.
- Identified operational bottlenecks and contributed to pilot programs that streamlined processes and reduced errors.
Pharmacy Center Lead / Account Coordinator
Express Scripts
Dublin
01.2003 - 04.2014
- Delivered insights through detailed reports, leading to measurable improvements in CSR performance and call quality scores.
- Prepared comprehensive quality reports for leadership, enabling data-driven decision-making and targeted performance improvements.
- Analyzed and compiled statistical quality data, leading to improvements in customer service representative (CSR) performance and service quality.
- Mentored and coached customer service representatives, resulting in stronger adherence to call quality, accuracy, and productivity benchmarks.
- Provided call monitoring feedback and coaching, improving staff accuracy, productivity, and call-handling skills.
- Coordinated team activities and chaired meetings to ensure contract compliance and proactively address client updates and concerns.
- Chaired calibration sessions with QA teams, standardizing best practices to enhance service consistency and quality across teams.
- Resolved escalated issues efficiently, maintaining high levels of customer satisfaction and meeting contractual service agreements.
Education
Bachelor's Degree - Advertising
Ohio University
Skills
- Patient Advocacy
- Client Relationship Management
- Account Management
- Client retention
- Stakeholder Communication
- CommunicationProduct Knowledge and Support
- In-Person Interaction
- Success strategies
- Project Management
- Process Improvement
- SOP optimization
- Quality assurance
- Data-Driven Decision Making
- KPI tracking
- Cross-Departmental Collaboration
- Communication
- CRM tools
- Technical knowledge
- Analytical Skills
- Problem Solving
- Initiative
- Time Management
- Multitasking
- Conflict resolution
- Conflict Resolution
- Effective Communication
- Communication Skills
- Active Listening
- Empathy
- Product Knowledge
- Mentoring and Training
- Analytical Skills
- Initiative
Accomplishments
- Consistently exceeded a 95% KPI score, ranking in the top 10% of the department at Farmers Life Insurance
- Achieved a 95% retention rate for employees trained in functional duties at Farmers Life Insurance
- Received over 90% positive client survey feedback at Farmers Life Insurance
- Ranked in the top 10% of the department, selected to onboard offshore staff
- Maintained a 95% SLA performance score
Clubs Organizations
Director of Events, Ohio Blues - Chelsea FC, 08/14, Present, Event Planning and Venue Negotiation, Social Media Management and Content Creation, Strategic Venue Sourcing and Negotiation, Digital Presence Management and Engagement
Timeline
Patient Experience Specialist
Ivim Heatlh
12.2024 - Current
Agent Support Specialist
Genpact / Farmers Life Insurance
06.2014 - 10.2024
Pharmacy Center Lead / Account Coordinator
Express Scripts
01.2003 - 04.2014
Bachelor's Degree - Advertising
Ohio University