Olivia Osazuwa

• Led scheduling team across 7 states, overhauling and standardizing scheduling processes to enhance operational consistency.
• Oversaw the schedules, time card and PTO approvals, and charting completion for over 300 licensed and unlicensed fields staff members.
• Connected with patients during weekly purposeful rounding calls to collect feedback on care quality, efficiency, and general happiness with our provided services and modified their care team based on feedback.
• Utilized Excel to create and maintain trackers monitoring hour utilization, staff availability, time to fill, patient staffing preferences and general interests, Senior Case Manager caseloads, attendance and charting violations, and open shifts to create a clear picture of possible revenue opportunities.
• Increased total DOL approved hour utilization from 53% to 73% and increased controllable coverage from 73% to 98% in a 7 month span across all 7 states the agency operates in.
• Overhauled reassessment tracking methodology and coordinated with senior case managers to ensure that 60 day authorizations were completed in a timely manner in order to continue care with no gaps.
• Overhauled reassessment tracking methodology and coordinated with senior case managers to ensure that 60 day authorizations were completed in accordance with DOL standards.
• Created scheduling training materials (guides, FAQs, training videos, SOPs) and and created/updated policies to standardize scheduling processes agency wide.
• Created and maintained new reports tracking overtime, opportunity hours, and percentage of overtime hours compared to utilization hours to ensure that use of overtime accounted for under 2.7% and that opportunity hours accounted for less than 15% of all approved hours.
• Created new policies for benefit eligibility and full time eligibility in conjunction with the HR department.
• Worked in conjunction with the business development team to create smooth transitions into our services for new patients.
• Worked with the intake & authorization team to schedule doctors appointments, initial assessments, and starts of cares for new and existing patients.

• Worked in conjunction with the clinical leadership team, recruiting team, and business development team to provide comprehensive and quality service to over 50 patients and staffing clarity to over 100 licensed and unlicensed staff.
• Interfaced with CO clients to ensure satisfaction with care.
• Created and maintained schedules for over 50 CO patients and over 100 CO field staff (RNs and Home Health Aides).
• Collaborated with the Billing QA team to pilot integrating QA processes into scheduling role in CO to expedite billing process, improve accuracy, and reduce delays.

• Worked in conjunction with the billing team and co-managers within the health center to decrease subsidy usage by over 40% in a 5 month span and ensured correct ICD codes were used.
• Ran insurance verification and coverage in conjunction with the billing team.
• Managed chart auditing and EHRs through NextGen.
• Resolved patient complaints and concerns to enhance patient satisfaction.
• Managed patient complaints and concerns.
• Submitted medication errors, incident reports, and lab addendums.
• Developed and published clinic staff schedules, ensuring optimal coverage.
• Facilitated weekly staff meetings to address issues and improve team communication.
• Led interviews, managed direct training, and led performance management with staff.

• Addressed and resolved customer complaints effectively to enhance satisfaction.
• Created and maintained staff schedules to ensure optimal coverage and operational efficiency, resulting in a 97% ELMS.
• Guided training and enforced federal Anti Money Laundering (AML) compliance to mitigate risk and ensure regulatory adherence.
• Led performance management and PIP implementation to enhance employee development and align team goals with organizational objectives.
• Trained on bookkeeping and subsequently ran regular audits to ensure compliance with corporate set metrics and guidelines.

• Was assigned the role of intern volunteer manager and oversaw the other interns, as well as the 130+ volunteers.
• Organized and ran monthly orientations for new volunteers educating them in HIPAA and HITECH guidelines.
• Organized personnel files for the upcoming hospital audit.
• Collaborated with the marketing team to create an in-house news letter detailing the going ons of the volunteer department.
• Planned and organized the volunteer appreciation event hosted by Swedish to take place in June of 2023.

Minor in Communication Studies