Sapphira Hunt
Winter Garden,FL
Summary
Healthcare Operations Leader transitioning into UX Project Coordination, with three years of supervisory experience in Customer Service and customer experience operations. Skilled in project coordination, cross-functional collaboration, documentation, written and verbal communication, and problem-solving. Brings a customer-centered perspective and strong organizational skills to support effective project execution. This background, paired with keen attention to detail and experience managing competing priorities, supports the development of positive user experiences.
Overview
4
4
years of professional experience
Work History
Member Services Supervisor
Curative Health Plan
04.2024 - Current
- Coordinated recruiting and operational workflows using project coordination and program management principles to organize competing priorities, scheduling, stakeholders, resources, and deliverables while overseeing a team of 8 representatives.
- Coached and trained representatives on QA call quality, achieving a 95%+ team average, while reinforcing compliance standards, service recovery techniques, procedures, documentation standards, and system navigation and supporting adoption of new processes and internal tools to improve efficiency, customer experience, and operational performance.
- Monitored daily workflows and scheduling while managing competing priorities to balance productivity, accuracy, service quality, and member satisfaction, reducing the call abandonment rate to less than 15%.
- Collaborated with cross-functional stakeholders to resolve operational issues and develop creative solutions, applying structured planning and prioritization comparable to consistent sprint planning to coordinate tasks, deadlines, resources, and changing priorities while working to improve efficiency and keep initiatives on track.
Specialty Point of Contact
AssistRx
03.2024 - 08.2026
- Managed 10 specialty pharmacy facility accounts, serving as the primary point of contact and coordinating weekly meetings to review patient enrollment status, outstanding actions, system issues, and updated policies while maintaining a strong focus on customer experience.
- Led weekly account meetings and applied strong scheduling, prioritization, and organizational skills to coordinate patient enrollment workflows, follow-ups, account needs, and time-sensitive deliverables across multiple facilities.
- Provided project coordination and cross-functional support by troubleshooting system issues, researching workflow barriers, and coordinating timely resolution with internal teams and facility stakeholders.
- Communicated policy and process updates to facility partners, ensuring accurate understanding and implementation while documenting action items, tracking follow-ups, and maintaining alignment across 10 accounts.
- Monitored enrollment activity and account needs to identify workflow challenges and opportunities to improve efficiency, using structured problem-solving and stakeholder collaboration to support timely patient enrollment and a consistent customer experience.
Patient Coordinator
Carenet Healthcare
11.2022 - 03.2024
- Supported 75+ hospitals and healthcare providers nationwide with patient management, coordinating scheduling, physician referrals, and service requests while delivering a strong customer experience through accurate and timely Customer Service.
- Managed an average of 215 calls per month while maintaining a 95% customer satisfaction score, demonstrating strong prioritization, problem-solving, communication, and adaptability within a fast-paced agile environment.
- Collaborated with cross-functional teams and management through Microsoft Teams to resolve patient concerns, communicate feedback, and coordinate solutions, supporting continuous customer experience improvements.
- Applied QA standards and strong attention to detail to verify patient profiles and electronic medical record requests, maintaining data accuracy, confidentiality, and HIPAA compliance.
- Identified workflow opportunities to improve efficiency, leveraging internal communication channels and business technology to verify patient information while maintaining an average handle time of 6 minutes and 23 seconds.
- Adapted to changing workflows, systems, policies, and stakeholder needs while coordinating multiple priorities and maintaining consistent Customer Service and quality standards in a high-volume healthcare environment.
Education
Bachelors - Liberal Studies
Point Park University
Pittsburgh, PA08-2019
Skills
- Understanding of Design Systems
- User Research/User Experience knowledge
- Customer service expertise
- Team management
- Project management
- Design systems knowledge
- Slack
- Figma
Accomplishments
- Major in Funeral Services with a Minor in Business Administration
- Dean's List Fall 2017 and Spring 2018
- Vice Presidential Scholarship Recipient
- Maintained 3.25 GPA
- Member of Black Student Union
Timeline
Member Services Supervisor
Curative Health Plan
04.2024 - Current
Specialty Point of Contact
AssistRx
03.2024 - 08.2026
Patient Coordinator
Carenet Healthcare
11.2022 - 03.2024
Bachelors - Liberal Studies
Point Park University