Travis McLain

• Provides guidance, support and encouragement to direct reports using a team-oriented approach

• Clearly communicate goals and expectations, providing constructive feedback as necessary to ensure the team exceeds company OKR’s

• Serve as primary point of contact for member and client concerns and escalations; resolving issues with empathy and professionalism to ensure a positive member & client experience

• Conduct mid-year and annual performance• Collaborate with cross-functional departments and external business partners to resolve issues and optimize processes

• Analyze metrics and perform monthly call reviews for all team members to ensure high-quality member support and adherence to company SOP’s

• Advocate for member, client and Health Guide needs, promoting positive change in service delivery models

• Serve as a trusted advisor to Transcarent Members.

• Leverage coaching skills to understand needs and wants of the

Member and guide them on each step of their journey.

• Assist Members in creating and achieving a healthy vision for a

successful health and care journey.

• Provide comprehensive support, which may include education,

referrals, concierge activities, behavior modification and guidance.

• Determine appropriate referrals to other programs/services as

needed with or without technology guidance.

• Demonstrate an ability to connect with Members across all

communication channels (phone, chat, email, messaging) to build a

relationship based on trust.

• Appropriately adapt communication styles and channels to

accommodate the unique physical, psychosocial, cultural, age-

specific needs of each Member served.

• Demonstrate exceptional levels of service

• Committed to providing exceptional customer experience to every member, every time
  
• Identifying and vetting potential healthcare providers for LGBTQ+ competency per member specifications and referring as appropriate
• Assisting members in navigating Gender Affirming Care process in collaboration with the employer partner health plan
• Advocating for members by working with their insurer or healthcare provider's office to identify and correct billing, coding and claims errors
• Troubleshooting with members and answering general medical, dental and behavioral health benefits inquiries and community resource requests
• Navigating members and providers through Prior Authorizations, Gap Exceptions, Single Case Agreements and claims submission.
• Developed process for navigating member fertility benefits as relates to LGBTQ+ Community & Gender Affirming Care

• Committed to providing exceptional customer service to both external partners and DaVita field teams
• Managed ACO collaboration portfolio of 8 Accountable Care Organizations and ~900 patients
• Coordinated monthly meetings where myself, ACO leaders, Senior DaVita Leadership and clinic field teams come together to discuss at risk patients and ensure all resources are being leveraged to support them
• Built, implemented, and managed a new coordinated care process in partnership with our clinics
• Regularly communicated with DaVita’s clinics and clinical partners using outstanding customer service
• Tracked, reported, and followed up on updates related to patient escalations and care
• Problem-solving to build efficient communication processes
• Prepared for and presented during meetings with leadership
• Collaborated with cross-functional teams to develop and scale new operational processes
• Documented new processes, as needed
• Maintained strategic partnerships with external organizations, expanding program reach and impact.
• Developed and maintained relationships with external partners to facilitate program operations.

• Improved patient outcomes by administering hemodialysis treatments accurately and efficiently.
• Enhanced patient comfort during dialysis procedures through attentive care and proper positioning.
• Maintained a clean and safe environment for patients, adhering to strict infection control protocols.
• Collaborated with interdisciplinary healthcare team to provide comprehensive care for dialysis patients.

• Developed and maintained courteous and effective working relationships.
• Skilled at working independently and collaboratively in a team environment.
• Passionate about learning and committed to continual improvement.
• Excellent communication skills, both verbal and written.
• Worked effectively in fast-paced environments.
• Identified issues, analyzed information and provided solutions to problems.
• Organized and detail-oriented with a strong work ethic.

• Proven ability to learn quickly and adapt to new situations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.

• Facilitated strong communication channels between patients, families, and healthcare providers for optimal collaborative care efforts.
• Contributed to staff development by sharing expertise in dialysis processes during team meetings and training sessions.
• Maintained a clean and safe environment through diligent adherence to infection control protocols.
• Improved patient comfort by carefully and efficiently setting up dialysis machines and monitoring patients throughout treatments.
• Assisted physicians in evaluating patients'' dialysis needs, effectively communicating pertinent information regarding treatment progress.
• Demonstrated proficiency in various types of dialysis equipment, quickly adapting to new technologies as they were introduced.
• Started and ended reverse osmosis water systems and completed water quality monitoring tests.
• Performed diagnostic tests and reported results to healthcare providers.
• Explained dialysis procedures to patients and answered questions and concerns prior to starting dialysis.
• Enhanced workflow efficiency with thorough machine maintenance, troubleshooting issues promptly to minimize downtime.
• Promoted health education among patients, offering guidance on dietary restrictions and self-care strategies related to kidney disease management.
• Monitored patient vital signs, lab results and other indicators of health.
• Inventoried, ordered and restocked equipment and supplies needed for hemodialysis treatment.
• Safeguarded patients through vigilant observation for any adverse reactions or complications, taking swift corrective action when necessary.

• Excellent communication skills, both verbal and written.
• Monitored patient vital signs, lab results and other indicators of health.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Worked well in a team setting, providing support and guidance.
• Started and ended reverse osmosis water systems and completed water quality monitoring tests.
• Advised patients and families on health topics pertinent to care and treatment.
• Set-up equipment for dialysis and primed dialyzer in preparation for use.
• Performed diagnostic tests and reported results to healthcare providers.
• Safely transported, transferred and positioned patients on chairs for treatment.
• Proactively identified areas for improvement in patient care, developing and implementing targeted solutions to address identified gaps.
• Facilitated strong communication channels between patients, families, and healthcare providers for optimal collaborative care efforts.
• Maintained a clean and safe environment through diligent adherence to infection control protocols.
• Served as a reliable resource for colleagues, offering guidance on dialysis procedures while fostering a supportive work environment.

• Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
• Set-up equipment for dialysis and primed dialyzer in preparation for use.
• Worked well in a team setting, providing support and guidance.
• Operated and maintained medical equipment used to diagnose and treat patients.
• Exceeded quality assurance standards by consistently adhering to established protocols and following best practices in dialysis care provision.
• Collaborated with interdisciplinary team members for comprehensive patient care, adjusting treatment plans as needed.
• Started and ended reverse osmosis water systems and completed water quality monitoring tests.
• Maintained a clean and safe environment through diligent adherence to infection control protocols.

• Fulfilled the role of Facility Preceptor by effectively training new and existing staff
• Cared for patients by providing personal assistance and ambulation.
• Evaluated patient histories and medical records for accuracy and completeness.
• Followed directions when mixing dialysate and priming dialyzer with saline or heparinized solutions.
• Collaborated with interdisciplinary team members for comprehensive patient care, adjusting treatment plans as needed.
• Monitored patient vital signs, lab results and other indicators of health.
• Performed diagnostic tests and reported results to healthcare providers.
• Skilled at working independently and collaboratively in a team environment.
• Increased patient satisfaction by providing compassionate support and addressing concerns throughout the dialysis process.
• Proactively identified areas for improvement in patient care, developing and implementing targeted solutions to address identified gaps.
• Promoted health education among patients, offering guidance on dietary restrictions and self-care strategies related to kidney disease management.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Demonstrated proficiency in various types of dialysis equipment, quickly adapting to new technologies as they were introduced.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Set-up equipment for dialysis and primed dialyzer in preparation for use.
• Cleaned and connected fistulas, grafts and catheters to prevent infection.
• Advised patients and families on health topics pertinent to care and treatment.
• Improved patient comfort by carefully and efficiently setting up dialysis machines and monitoring patients throughout treatments.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed time efficiently in order to complete all tasks within deadlines.