Valerie Joyner
Centennial,CO
Summary
A Servant Leader, results-driven healthcare manager with extensive experience leading multidisciplinary teams, coordinating patient-centered care, and improving health outcomes across diverse populations. Proven ability to manage complex cases, address social determinants of health, and collaborate with providers, payers, and community partners to deliver high-quality, cost-effective care. Strong background in care management, performance improvement, compliance, and staff development, with a patient-first approach grounded in clinical knowledge and operational excellence. A energetic, compassionate healthcare professional prepared for leadership roles in team supervision and operational management.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Leadership & Healthcare Manager
- Managed and trained teams ranging from 10 to 35 employees. Managed PTO, FMLA, and family leave coverage, knowledgeable in HR employee law, track attendance and performance, oversee job tasks/work schedule, completed time card processing for dept, track daily call center statistics/KPI metrics, implemented QA process with consistent observation. Branding and executing policies and procedures, along with creating SOP's and overseeing results.
- Assisted in recruiting, scheduling virtual and onsite interviews, and training front line team, and clinicians.
- Developed and maintained adequate and efficient communication with patients, team members, and leadership. Performed personal, performance actions for employees, quarterly/annual evaluations. Observing and monitoring calls scoring on quality assurance evaluations, conducting random performance audits more so for lower performers to better understand barriers.
- Designed and delivered engaging workshops for clients, focusing on key topics such as change management and leadership development.
- Managed a high-performing team of sales representatives, consistently exceeding quarterly targets through effective leadership and coaching.
- Participated in regular supervision meetings to discuss cases, receive feedback, and refine nephrology clinical skills.
- Presented insightful reports on account performance to senior leadership, informing business decisions and identifying areas for improvement.
- Received consistently high evaluations from superiors for outstanding leadership abilities and effective training methods.
- Improved patient satisfaction scores with attentive supervision of the care team''s interactions and service delivery.
- Enhanced leadership development programs by incorporating experiential learning and team-building activities.
- Served as a liaison between company leadership and employees regarding professional development needs.
- Assumed leadership roles when necessary, demonstrating effective decision-making abilities and strong command presence under pressure.
- Oversaw front desk and scheduling department, maintained patient office & hospital schedule flow for Cardiologist providers — motivated clinical staff on office camaraderie by creating team building events. Knowledge of federal and public employment laws. Responsible for revenue cycle and billing escalated issues. Monitored and support behavioral health crisis situations with patients by collaborating with public sectors.
- Responsible for providing real-time performance feedback, and strategic support to drive engagement, optimize member outreach efforts, and cultivate a culture of excellence in a remote environment.
- Provided leadership and guidance to staff through ongoing training initiatives, boosting employee retention rates.
- Maintained updated records of each probationer''s progress, ensuring proper tracking and appropriate adjustments to supervision plans.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Prepared presentation materials for senior leadership, clearly articulating findings from financial modeling activities and strategic recommendations.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
Clinical Case Manager/Patient Care/Community Health Worker
- Co-located at St. Anthony Hospital Emergency Room Department, Denver/Jefferson County Human Services, and Foster Care entities identifying complex Medicare/Medicaid members with health care and insurance needs. Created workflow processes and collaborated with teammates and stakeholders with literature and education.
- Designed SOP for crisis calls and behavioral health issues that align with colleagues and patient needs.
- Facilitated nursing care and individual patient and family education to support high risk and chronic disease management.
- Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
- Assisted with and facilitated transition of care from hospitals, rehabilitation facilities, and skilled nursing facilities to home.
- Educated patients on insurance and healthcare plans.
- Served as a liaison between medical professionals, insurance companies, and social service agencies to coordinate necessary support for patients facing financial or logistical challenges.
- Collaborated with interdisciplinary teams to develop comprehensive care plans, optimizing the quality of patient-centered services.
- Acted as a liaison between members, providers, hospital staff, and psych behavioral health providers/rehab facilities for streamlined care coordination, acting as member advocacy to those in need whether for social, clinical, or behavioral health
- Conducted face-to-face home/public visits with patients by delivering direct care and education around community resources, along with providing regular follow-up services.
- Assisted members with government forms/non-profit applications for supplemental income, social, and financial needs as a result of health, and financial barriers. Building rapport with providers, entities, and stakeholders for education and awareness understanding. Complying with Colorado state KPI guidelines and measures.
- Monitored patient progress and addressed barriers to care effectively.
- Implemented streamlined communication protocols between patients and providers.
- Advocated for patients' needs within healthcare systems to improve satisfaction.
- Managed confidential patient records with accuracy and diligence for optimal continuity of care across multiple providers.
- Maintained up-to-date knowledge of healthcare policy changes and industry best practices, ensuring adherence to current guidelines.
- Enhanced patient experience by providing personalized care plans and resources tailored to individual needs.
- Increased patient satisfaction by proactively addressing concerns and resolving issues in a timely manner.
- Developed strong rapport with diverse populations by demonstrating empathy, understanding cultural sensitivities, and maintaining open lines of communication.
Educator/Trainer & Development Coach
- Provided education and training on Medicare/Medicaid state changes, and government programs, CBMS, SNAP, Long Term Care, SSI, DORA, and Medicare Premium Savings Program. Call Center monitoring 25 CCC Representatives, providing best practices to increase productivity. Educate on Medicaid and Medicare supplement insurance, as well as cobra insurance, and knowledge of the Medicare STAR program.
- LEAN coach instructed on how to add value with fewer, reducing unwanted processes that add no benefit to the community we serve — encourages/motivator for professional and self-development. Strong written and oral communication skills
- Supported Member Support Specialists, Senior Member Support Specialists, on specific knowledge or skills to improve daily function in their current roles. Focused on self-growth, and future employee performance.
- Recommendations on best practices to increase productivity, continually training and coaching staff, completing quality audits, and educating team members to ensure company accuracy and customer service is properly provided.
Medical Billing Accounts & Auto/Property Insurance Coordinator
- Posted charges and medical referrals for hospitals, doctor visits, and medical equipment to commercial and government insurance companies for urgent action. Follow up on 30/60/90-day patient financial accounts. Competent in commercial insurance referrals, and pre-certification.
- Helped patients arrange a self-pay arrangement and facilitated grant applications and long-term care applications. Related medical test results to appropriate medical staff/providers.
- Issued Auto/Property/Life insurance, acting as a financial advisor offering various financial strategies to protect assets.
- Managed policy documentation and maintained accurate records for compliance and audit readiness.
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Obtained prior authorization and precertification for outpatient procedures.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Achieved revenue goals by managing collections and accounts receivables, referral process, and insurance billing.
- Improved risk management strategies by analyzing client profiles and recommending suitable insurance coverage.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Posted payments to accounts and maintained records.
- Maintained confidentiality of patient finances, records, and health statuses.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Coordinated with contracting department to resolve payer issues.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
PERFORMANCE COACH MANAGER
04.2025 - Current
- Accountable for achieving performance goals for a team of associates remotely. Provide ongoing coaching to enhance engagement skills, improve conversion rates, and proactively identify performance gaps. Set clear expectations to foster a culture of high achievement and expectations. Collaborate with internal stakeholders to continuously improve outreach strategies, enhance methodologies, and optimize workflows. Identify and develop training opportunities for continuous learning and development regarding commercial managed care payers. Exceptionally analytical mindset with ability to identify trends by using scorecards, spreadsheets, and reporting platforms for our kidney health management. A growth mindset with desire to take initiative, soft skills and abilities that will drive best practices to a high performance remote team.
OUTBOUND INSIDE SALES SUPERVISOR
RENTOKIL-TERMINIX
08.2022 - 04.2025
- Assume the role of a leader who monitors performance using important measures. By doing one-on-one meetings, live and QA monitoring, responding to inquiries, offering advice, and suggesting sales process improvements, mentors and coaches can help sales representatives grow in their careers. To guarantee that department KPI metrics, goals are attained, effectively manage change along with administer performance management by diagnosing improvement opportunities. Maintaining employee engagement and motivation while managing remotely. Follow the rules set forth by the attendance monitors and established processes.
PROVIDER NETWORK MANAGER
COLORADO ACCESS MANAGEMENT, LLC
05.2021 - 12.2023
- Serve as the primary point of contact and will work in person to support assigned over 140 providers. I am currently responsible for working with high-volume, strategically important network providers, Enhanced Clinical Partners, large hospital systems, community healthcare resources, and health plans. Taking the responsibility for establishing regular joint provider meetings to address systemic issues facing the provider groups. Delegated to outreach current and new providers, delivering training, proactively identifying issues and working with the appropriate health plan staff to resolve them, and serving as an ambassador of Colorado Access to their assigned providers.
CUSTOMER CARE CENTER FLOOR SUPERVISOR
STRIDE COMMUNITY HEALTH (FEDERAL QUALITY CLINIC)
Denver, CO
06.2020 - 05.2021
- Exemplifies the customer care center department to stakeholders within STRIDE and builds positive relationships. Primary responsibility is to ensure that the Customer Care Center Team is adequately and efficiently trained to handle patient and community requests in accordance with organization policies and procedures. Managed team in a hybrid platform with an open communication.
SENIOR LEAD MEMBER SUPPORT SPECIALIST
Physician Health Partner/Colorado Community Health Alliance
Denver, CO
01.2014 - 04.2020
- Accountable for triaging Medicaid/Medicare patients in the emergency room dept. at St. Anthony Hospital. Detecting complex needs and creating a care plan with the member, navigation advisory. This role required me to be a subject matter expert for Member Support and Senior Member Support teams’, educate, and train workflow, and merge best practices. Assisting Medicare/Medicaid population by acting as a navigator and educator to their insurance.
LEAD ADULT ADMINISTRATIVE SCHEDULER
National Jewish Hospital
Denver, CO
02.2013 - 01.2014
- Administered clerical patient support over the adult schedule department. Responsible for triaging and scheduling planning out-of-town patients’ weekly medical appointments in conjunction with authorizing tests and visits.
SELF PAY ACCOUNTANT RECEIVABLE (SPAR)
Health ONE Corporate
Englewood, CO
06.2010 - 02.2013
- Examined eligibility determination for self-pay patients’ by composing a payment agreement. Supported Medicaid and Medicare patients by educating benefit coverage, submitting claims, and processing appeals, and denials.
MEMBER SERVICE REPRESENTATIVE
USAA Auto & Property Insurance
Colorado Springs
02.2005 - 06.2010
- Supplied auto, property, and life insurance to active and non-active military members. Functioned as a financial advisor by educating liability coverage based on assets/life events. Provided world-class customer service by building a relationship with follow-up calls with USAA members, assisting on military deployment by moving policies to reflect state requirements, and giving them the best insurance rate based on auto/home/financial liability coverage. Assist with providing MCR advantage health insurance to those USAA members who qualified.
Education
Master of Science - Organizational Leadership
University of Boulder
Boulder, CO05-2027
Bachelor of Science - Communications
University of Phoenix
Tempe, AZ02-2018
Associate of Science - Health Administration
Intellitec Medical Institute
COSkills
- Leadership Healthcare Management
- Clinical Case Manager/Patient Care Coordinator/Community Health Worker
- Call Center/Sales Supervisor
- Provider Network Manager
- Developmental Coach
- Medical Assistant
Certification
CPR Certified Exp 2/2027
Timeline
PERFORMANCE COACH MANAGER
04.2025 - Current
OUTBOUND INSIDE SALES SUPERVISOR
RENTOKIL-TERMINIX
08.2022 - 04.2025
PROVIDER NETWORK MANAGER
COLORADO ACCESS MANAGEMENT, LLC
05.2021 - 12.2023
CUSTOMER CARE CENTER FLOOR SUPERVISOR
STRIDE COMMUNITY HEALTH (FEDERAL QUALITY CLINIC)
06.2020 - 05.2021
SENIOR LEAD MEMBER SUPPORT SPECIALIST
Physician Health Partner/Colorado Community Health Alliance
01.2014 - 04.2020
LEAD ADULT ADMINISTRATIVE SCHEDULER
National Jewish Hospital
02.2013 - 01.2014
SELF PAY ACCOUNTANT RECEIVABLE (SPAR)
Health ONE Corporate
06.2010 - 02.2013
MEMBER SERVICE REPRESENTATIVE
USAA Auto & Property Insurance
02.2005 - 06.2010
Leadership & Healthcare Manager
Clinical Case Manager/Patient Care/Community Health Worker
Educator/Trainer & Development Coach
Medical Billing Accounts & Auto/Property Insurance Coordinator
Master of Science - Organizational Leadership
University of Boulder
Bachelor of Science - Communications
University of Phoenix
Associate of Science - Health Administration
Intellitec Medical Institute