Tyana Newbill
Albany,OR
Summary
Results-driven operations and member services professional with 6+ years of experience in data quality, fraud investigation, and patient engagement. Expertise in leading investigations, developing compliant workflows, and mentoring teams in fast-paced environments. Committed to enhancing operational processes and supporting underserved patient communities.
Overview
6
6
years of professional experience
Work History
Member Services - Help Desk Supervisor
Konovo
10.2025 - Current
- Oversee daily member support operations, ensuring timely and professional resolution of inquiries received through email, phone, and other communication channels.
- Maintained composure and applied de-escalation techniques to resolve difficult customer situations, enhancing overall customer satisfaction.
- Collaborate with cross-functional teams to resolve operational issues impacting panel members. Identify opportunities to improve workflows, increase efficiency, and enhance member experience.
- Isolated problem trends and conducted troubleshooting for recurring issues, leading to permanent solutions that reduced operational disruptions.
- Lead investigations related to panelist quality concerns, suspicious activity, duplicate accounts, identity verification issues, and policy violations to determine appropriate actions in accordance with company policies.
- Fostered positive team environment through collaboration and support, conducting performance evaluations and providing coaching to enhance team skills and development.
- Ensured compliance with industry regulations regarding data privacy.
- Participate in cross-functional projects related to panel growth, quality initiatives, and operational improvements.
Member Validation & Data Quality Associate
Konovo
05.2024 - 10.2025
- Led investigations of panelist quality concerns, suspicious activity, duplicate accounts, identity verification issues, and policy violations to safeguard member trust.
- Conducted validation reviews and quality audits to uphold panel integrity and ensure compliance standards.
- Review member records and supporting documentation to determine appropriate actions in accordance with company policies.
- Partner with project management, recruitment, compliance, and operations teams to address quality risks and implement corrective actions.
- Documented investigation findings and maintained accurate records to facilitate transparency and accountability in outcomes.
- Ensured continuity of operations by providing support for Rewards Processing and Panel Team tasks.
Member Outreach Specialist
Konovo
09.2020 - 05.2024
- Contacting our proprietary physician panel (via email/phone) to update contact information
Resolving email invites that are bounced back - Contacting our proprietary physician panel (via email/phone) to update contact informationResolving email invites that are bounced back
- Desk research and in-depth validation for health professionals
- Reported daily progress and communicated project updates to internal PMs, enhancing project transparency
- Assisted in onboarding and training new executive recruiters, facilitating smoother integration into the team
- Use Excel, Outlook, Teams, and Salesforce to track efforts and communicate across departments
- Use Excel, Outlook, Teams, and Salesforce to track efforts and communicate across departments
Skills
- Member outreach
- Community engagement
- Cross-functional collaboration
- Quality assurance
- Effective communication
- Problem solving
- Time management
- Attention to detail
- Adaptability and flexibility
- Media relations
Why Rare Patient Voice
My background in physician panel management, identity verification, and member trust directly translates to rare patient community engagement. My experience ensuring the integrity of healthcare professional panels and dedication to protecting vulnerable members from fraud or misuse aligns closely with the mission of amplifying the voices of rare disease patients with accuracy, care, and compliance.
Timeline
Member Services - Help Desk Supervisor
Konovo
10.2025 - Current
Member Validation & Data Quality Associate
Konovo
05.2024 - 10.2025
Member Outreach Specialist
Konovo
09.2020 - 05.2024