Taylor Butler

Quality Assurance & Pharmacovigilance

• Complete quality audits across patient operations to ensure adherence to standards and protocols.
• Contribute to pharmacovigilance initiatives by conducting AE/PC report quality checks and verifying compliance with AE/PC reporting regulations.

Project Management & Cross-Functional Collaboration

• Provide support for high-complexity special projects, including the development of patient voice deliverables (scripting, templates, messaging).
• Facilitate efficient problem-solving by collaborating with the engineering team on product concern and bug triage.
• Contribute to the success of new product launches through training and support activities.

Operational Support & Compliance

• Assist with staffing, scheduling, and interviewing processes to support team growth and efficiency.
• Deliver training sessions on patient support best practices and AE/PC reporting requirements.
• Support the maintenance of essential documentation, including team task handling protocols, SOPs, and best practice guidelines.

Patient Support

• Provide exceptional customer service to patients across multiple channels regarding enrollment, pricing, eligibility, and discount inquiries.
• Effectively troubleshoot patient issues and provide timely resolutions.
• Accurately document patient interactions and escalate complex cases to management for further support as needed.
• Identify and escalate product bugs and issues to the Senior Associate team for resolution.

Pharmacovigilance / Compliance

• Recognize, document, and submit AE/PCs for quality check according to established procedures.
• Uphold HIPAA and partner standards for the handling of health information, safety information, and other sensitive data.

Performance & Development

• Receive regular performance feedback, including quantitative and qualitative metrics, to enhance job performance.
• Contribute to ongoing process improvements by supporting low to moderate complexity special projects.

• Manage a caseload of 100-200 patients while ensuring HIPAA-compliant communication between patients, families, care managers, and referral sources.
• Serve as the first point of contact for patients, providing clear explanations of the program, insurance coverage, payment options, and appointment scheduling.
• Conduct comprehensive phone assessments, including the M3 (screening for depression, anxiety, PTSD, and bipolar disorder), C-SSRS Triage, and Psychosis screening.
• Oversee the entire pediatric referral process, from initial referral to intake completion.
• Accurately input assessment scores and patient data into the electronic medical record system (Athena).

• Assisted with in-process applications and intake screenings, ensuring accurate documentation and entry into the system.
• Provided clients with resources and information to connect them with appropriate external support services.
• Shadowed home visits to gain hands-on experience in field etiquette and best practices for the intake process.

• Provided academic support to groups of 8-10 elementary-aged students in a specialized program for children with severe behavioral challenges.
• Assisted in developing and implementing lesson plans, tailoring materials to accommodate diverse learning needs.
• Gained valuable experience in behavioral management by collaborating with teachers and social workers to support student success.