Rachel Martin
Pleasant Prairie
Summary
Adaptable Manager offers many years of experience coordinating operations to achieve organizational goals. Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership.
Overview
11
11
years of professional experience
Work History
Referral Manager
ADVENT
Milwaukee
2023.01 - Current
- Cross-Network Leadership: Streamlined and optimized complex incoming referral pipelines across a massive network of 37 clinics, serving as the centralized operational anchor.
- Interdisciplinary Alignment: Collaborated closely with clinic directors, regional leads, and provider teams to align scheduling capacities with incoming referral volume trends.
- Workflow Standardization: Designed and implemented standardized intake protocols that reduced processing friction, minimized entry errors, and accelerated patient onboarding.
- Data Analytics: Analyzed weekly and monthly referral data insights to identify growth opportunities, presenting operational metrics directly to executive leadership.
- Team Development: Recruited, trained, and mentored a specialized team of referral professionals, establishing high-performance standards and continuous feedback loops.
Manager of Online Communication
ADVENT
Milwaukee
2020.10 - 2023.01
- Platform Innovation: Spearheaded the successful end-to-end launch of the company’s website and live chat platform, modernizing patient access points.
- Performance Management: Developed, monitored, and maintained rigorous KPIs to ensure real-time, high-accuracy responses and exceptional digital customer service.
- Policy Architecture: Formulated and executed corporate policies and operational procedures for online web chat handling to support company scaling.
- Strategic Collaboration: Orchestrated cross-departmental operations between Clinical, Brand/Marketing, and Finance divisions to ensure optimal chat performance and synchronized messaging.
- Public Relations & Crisis Management: Directed public relations and community-facing digital initiatives to enhance organizational visibility and support strategic positioning within the healthcare ecosystem.
Surgery Scheduler
ADVENT
Milwaukee
2019.02 - 2020.10
- Medical Authorization Oversight: Directed the end-to-end insurance authorization processes for a dedicated team of 7+ specialized physicians, covering Sleep Studies, CT Scans, In-Office Procedures, and complex Surgical Procedures.
- Multi-Site Coordination: Managed and aligned all scheduling and traditional surgery operations across 5 distinct regional clinics, optimizing surgeon timetables and reducing patient wait times.
- Vendor & Payer Liaison: Acted as the primary escalation point and liaison with major insurance providers to resolve complex coverage barriers, securing prompt prior authorizations.
- Staff Empowerment: Developed comprehensive training frameworks and provided direct, actionable guidance to junior administrative staff regarding complex billing terminology, prior-auth regulations, and denial appeals.
- Patient Advocacy: Counseled patients through the financial and administrative complexities of their care regimens, including detailed explanations of consent forms, billing processes, and insurance denials.
Patient Care Coordinator
North Shore Eye Health and Wellness
Cedarburg
2015.06 - 2019.02
- Clinical Supervision: Directed and managed an interdisciplinary clinical staff, establishing performance expectations aligned with medical, legal, and ethical compliance standards.
- Operational Strategy: Formulated and enforced clinic-wide operational goals to elevate patient assessment standards, refine care plan development, and enhance the complaint-management system.
- Risk & Safety Management: Championed patient safety initiatives and served as a dedicated advocate for improved clinical outcomes and proactive risk mitigation.
- Human Resources & Education: Oversaw targeted onboarding, performance evaluations, and continuing education modules to ensure team competency.
- Fiscal Responsibility: Monitored, and optimized the annual clinic operational budget, successfully containing costs while preserving elite patient care standards.
- Quality Assurance Audits: Coordinated internal clinical and financial audits to identify operational gaps and implement corrective actions.
Education
Bachelor of Science - Human Biology
University of Wisconsin, Green Bay
Green Bay, WIMaster of Science - Public Health
Loyola University of Chicago
Chicago, ILSkills
- Referral coordination
- Patient relationship management
- Regulatory compliance
- Healthcare management
- Workflow standardization
- Policy and procedure development
- Operational strategy
- Performance management
- Project management
- Data analysis
- Data analytics
- Cross-departmental collaboration
- Team leadership
- Staff management
- Team development
- Customer service
- Expectation setting
- Problem solving
- Incident response
- Partnership development
Languages
German
Professional
Timeline
Referral Manager
ADVENT
2023.01 - Current
Manager of Online Communication
ADVENT
2020.10 - 2023.01
Surgery Scheduler
ADVENT
2019.02 - 2020.10
Patient Care Coordinator
North Shore Eye Health and Wellness
2015.06 - 2019.02
Bachelor of Science - Human Biology
University of Wisconsin, Green Bay
Master of Science - Public Health
Loyola University of Chicago