Shaneel Nguyen

• Collect and document all required data on patients recently discharged from the hospital to prepare for an outreach to the patient, connecting them to a Nurse Coach for an initial assessment.
• Responsible for servicing patients making incoming calls with questions and/or returning messages for their Nurse Coach.
• Provide outreach to patients to check in on non-clinical issue resolution and escalation of issues to Nurse Coaches or management when appropriate.

Cross trained

Subject Matter Expert

• Assisted in multiple classes training new hires
• Provided expertise and feedback
• Demonstrated live calls and navigation assistance with creating tasks.

Site of Care Redirection

• Collect required data on patients that are eligible for In home infusions and preparing outreach to patient
• Contact Medical Office to obtain consent to convert patient from on-site infusions to in-home infusions
• Provide all required documentation to Infusion Provider from Medical Office

Low Risk Readmission and High Risk Readmission

• Collect necessary data on report received daily and ensure communication for the Nurse Coach to contact patient with task

Provider Surveys

• Assisted with contacting BCBS Michigan and Horizon Providers to inquire about Authorization Process and obtained feedback to better streamline Authorization Process

Service Validation

• Assisted with contacting Patients to inquire about services rendered.
• Inquired receipt of services and feedback from patient
• Created WHD Ticket to escalate patient's concerns to have addressed

Patient Services

• Assisted inbound callers with billing inquiries
• Provided Out of Pocket Estimates for Durable Medical Equipment
• Contacted Health Plan to verify benefits.

• Enhanced customer satisfaction by effectively managing installed sales projects from inception to completion.
• Streamlined department operations for increased efficiency by implementing new project management tools and processes.
• Reduced project lead times with improved scheduling, coordination, and communication among team members.
• Successfully managed budgets and resources, increasing overall profitability of the installed sales department.