Trudy-Ann Bernard

Managed to have successfully served in multiple capacities—initially as a Clinical Administrative Coordinator (CAC) focused on enhancing hospital report productivity, then as a Referral Analyst streamlining referral processes between clinical teams and stakeholders. Currently, I serve as an LTSS Coordinator, supporting the DSNP population through efficient care coordination and service delivery.

• Consistently exceeded monthly performance targets by 15% in service request processing and inquiry resolution
• Led the redesign of referral and inquiry workflows, resulting in a 25% increase in resolution speed and a significant improvement in customer satisfaction metrics
• Maintained a 95% quality score through exceptional adherence to required metrics and the consistent application of best practices

Specialize in helping members navigate the complexities of the healthcare system. My role involves educating members on their benefits, resolving claims issues, assisting with provider selection, supporting FedEx employees by helping them choose the most appropriate health insurance plans.

• Achieved a 98% satisfaction rate in the post-enrollment survey exceeding KPI by 12%.
• Resolved over 95% of claim issues within the first contact, reducing averaging resolution time by 30%
• Educated over 250+ members on their healthcare benefits, resulting in a 20% increase in member satisfaction scores within one quarter

optimized clinical operations and enhancing patient care delivery. successfully coordinated injection and surgery schedules, ensuring smooth workflow and timely follow-ups. .

• Implemented statistical tools to monitor the volume and frequency of procedures, resulting in a 25% improvement in scheduling accuracy.

• Exceeded statistical reporting KPI by 30% in Q1.

• Implemented a tracking system to monitor approval timeline for scheduling procedures, resulting in 20% increase in patient satisfaction.

Managed new patient admissions, insurance verification, and optimizing provider schedules, all while maintaining a high standard of service.

• Streamlining the new patient intake process, which reduced wait times by 25%.

• Trained and mentored new front desk staff, leading to a 30% improvement in scheduling accuracy and consistency across shifts.

• Optimized provider schedules, leading to a 25% increase in customer satisfaction during Q1.