Ope Gbadegesin
Hyattsville,MD
Summary
Driven by strategic thinking and a keen attention to detail, I spearheaded initiatives at Twin Health that boosted customer satisfaction to over 95%. My leadership in coaching and process optimization, coupled with proficiency in Salesforce and project management, significantly enhanced member enrollment, outreach, onboarding and retention.
Overview
11
11
years of professional experience
Work History
Member Enrollment and Onboarding Lead
Twin Health
12.2023 - Current
- Recruited, trained, mentored and coached a diverse team of enrollment and customer support specialists fostering a positive and collaborative work environment.
- Performed call quality evaluation for contact center agents and instituted continuous coaching opportunities and training in areas needing development.
- Outreached to prospective members and new leads to introduce and explain Twin program and guide them with the enrollment and onboarding process by showing them how to download and use our app.
- Introduced diverse effective ways to improve existing processes and workflows.
- Provided outstanding phone, chat, and email support to members, addressing their needs and concerns with patience and professionalism.
- Streamlined customer service processes by implementing best practices and increased CSAT to above 95% and 20% increase in customer retention rates.
- Created and launched automations to eliminate manual efforts for member enrollment and support specialists.
- Maintained clear, concise, and effective communication with members, helping them navigate our programs and services.
- Ensured a positive and seamless customer experience for all members, going above and beyond to meet their needs.
Patient Advocate and Engagement Lead
Healthmap Solutions
03.2019 - 12.2023
- Responded to patient concerns and questions with empathy, compassionate and knowledgeable service and monitored patient progress while providing emotional support fostering trust and rapport.
- Managed approximately 100 incoming and outbound calls, emails and faxes per day from customers, families, providers and insurance companies.
- Resolved patient concerns professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Provided guidance, leadership and coaching to the patient advocate team and served as first point of contact for patients and families regarding program questions or eligibility and confirmed with clinical delivery team regarding eligibility verification or claims.
- Outreached to patients and receive inbound calls from patients addressing their concerns by identifying problem root cause while maintaining professionalism and tailored personalized solution.
- Utilized CRM system to create and maintain accurate contact history and necessary updates to manage prospective member pipeline.
- Enhanced patient satisfaction and experience by addressing concerns and providing information on healthcare rights and options.
Customer Retention and Experience Specialist
Public Health Institute
01.2014 - 03.2019
- Developed strong relationships with clients, leading to increased trust and retention.
- Resolved customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
- Maximized the customer experience by identifying and articulating solutions with focus on first-call resolution.
- Reduced operational expenses by implementing process improvements, automation tools, and resource optimization techniques.
- Increased brand visibility through the creation of engaging social media content, public relations efforts, and advertising campaigns.
- Developed and maintained positive customer relationship via email, telephonic and face-to-face outreach increasing CSAT score to above 95%.
- Optimized operations by identifying problem root cause, areas of improvement and implementing strategic solutions to ensure a positive customer experience.
Education
MBA - Business Administration
Anglia Ruskin University
United Kingdom 10.2014
Bachelor of Science - Sociology
Anglia Ruskin University
United Kingdom 09.2010
Skills
- Strategic and Critical Thinking
- Attention to detail
- Contact Center
- Project Management
- Customer Success and Experience
- People Manager/Leadership, Training and coaching
- Problem solving, Multi tasking, Attention to Detail
- Salesforce, USCAP, Slack, Zendesk, Teams, Zoom, Gsuite, Outlook, Compass, Ring central, 59, Talkdesk, Tableau, EMR
Timeline
Member Enrollment and Onboarding Lead
Twin Health
12.2023 - Current
Patient Advocate and Engagement Lead
Healthmap Solutions
03.2019 - 12.2023
Customer Retention and Experience Specialist
Public Health Institute
01.2014 - 03.2019
MBA - Business Administration
Anglia Ruskin University
Bachelor of Science - Sociology
Anglia Ruskin University
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