Warndalyn Triche, MBA

Manages team performance through case audits, maintaining case accuracy within the case database, call audits, weekly case/metric reporting, and regular 1:1 meetings with team members, escalating themes and trends
• Evaluate performance metrics and helps facilitate bonus/incentive payments related to said metrics
• Partner with People and Culture Business Partners to provide day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions)
• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention
• Conduct on-going quality evaluations of team members, and coach on opportunities to improve
• Manages team schedules to ensure adequate staffing to meet operational needs and provides timely reviews and approvals of team's attendance
• Monitors the overall maintenance of information and tracks data related to customer case status
• Supports in driving defined metrics to deliver on customer performance expectations
• Collaborate with leadership to refine, improve and develop new policies and procedures to enhance efficiency and effectiveness of the department workflow
• Partners with other peers to identify and communicate risks to stakeholders and resolve problems to ensure service quality is maintained at the highest level
• Assist with projects as needed and work collaboratively with other departments
• Responsible for the onboarding, career development and growth of your team
• Advocates for continuous training, learning and development
• Develops training tools and updates as needed
• Supports in hiring, developing, and retaining top talent

• Managed daily departmental operations to ensure efficient workflow and adherence to deadlines.
• Utilized leadership abilities and problem-solving skills to uphold team productivity and streamline
processes. Elevated customer satisfaction by promptly responding to queries and resolving issues
effectively.
• Enforced Performance Guarantees through the application of key performance indicators and metrics.
Improved internal communication by initiating bi-weekly one-on-one meetings and providing targeted
coaching.
• Embodied organizational core values, setting a standard for excellence and integrity within the team.
• Fostered staff development by creating and executing training programs that enhanced performance and
career advancement.
• Conducted regular performance evaluations, offering constructive feedback to encourage employee
growth.
• Recognized and addressed operational bottlenecks, implementing strategies to bolster departmental
efficiency.
• Maintained a supportive and collaborative work environment, contributing to overall team morale and
cohesiveness.

• Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applies strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Assure Performance Guarantees by implementing KPI's and metrics.
• Enhanced communication within the team by holding regular bi-weekly one-on-one meetings.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Bi-weekly one on one meetings with staff.
• Assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, and implementing new procedures.
• Training staff on any updates/enhancements in platform.
• Manage dashboard/queue of approximately 50+ incoming requests daily.
• Monitor & manage individual’s TAT (turn-around time).
• First level of escalation with any member concerns/member complaints.
• Perform weekly/monthly team quality audits.
• Process quarterly reporting for department.
• Responsible for quarterly direct report reviews/bonuses.
• Assist Researchers with PLS requests.
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Developed staff training programs to ensure consistent service quality.
• Accomplishes staff job results by coaching and counseling.
• Implements and enforces systems, policies, and procedures.
• Kept high average of performance evaluations.
• Created supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
• Analyzed performance metrics (KPI's) to identify areas for improvement and implement targeted strategies.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Monitored employee and member interactions to assess quality of service.
• Enhanced member satisfaction by promptly addressing and resolving support issues.

• Investigation of requests to identify additional information needed or additional resources that could be offered to member.
• Research of local providers or resources to evaluate: Insurance network coverage, quality measures, mile radius, and alignment with other stated member needs such as language, gender, and appointment availability.
• Collection and dissemination of pertinent medical records (as needed) to support continuity of care (when applicable).
• Facilitation of scheduling through sharing of collected information to involved parties, and/or direct assistance with initial appointment scheduling.
• Member follow-up post recommendation to confirm services rendered were received, resolution of request, and identification of additional support/resources needed.
• Tested new software and hardware prior to deployment.
• Provided feedback to product development and engineering teams on member needs and issues for enhancements.
• Spearheaded implementation of new support tools that boosted productivity among team members.

• Requested/retrieved medical records and imaging from various healthcare facilities in a timely manner.
• Worked directly with team nurses to ensure records were complete for the Second Opinion consultations.
• Organized/edited/uploaded records & imaging for physician review for Second Opinion consultations.
• Followed HIPAA guidelines and regulations to ensure patient privacy and protection.
• Made recommendations to Oncology leaders and management for efficiency & process improvements.
• Monitored and tracked assigned work tasks and adjusted assignments based on priorities.
• Established efficient workflows for medical record requests, reducing processing time without compromising on quality or accuracy.
• Served as a resource for other team members by sharing expertise and knowledge on complex health information management topics, contributing to overall departmental success.
• Sorted, scanned and indexed documents, developed workflows and processed workflow reports to keep clinical records maintained in accordance with guidelines.
• Maintained accuracy, completeness, and security for medical records and health information.
• Streamlined the release of information process for patients, ensuring timely access to their medical records while maintaining strict confidentiality.
• Worked well in a team setting, providing support and guidance.
• Managed time efficiently in order to complete all tasks within deadlines.

• Utilized medical acceptance criteria to screen and schedule appointments for new patient referrals.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Collected demographic & financial data during intake process to ensure appropriate screening of new patients.
• Verified data during new patient registration to ensure compliance with required forms, consents and financial clearance.
• Monitored & processed requests from patient affairs office, international office, and other personnel.
• New patient consultation appointments Team Lead.
• Collected medical records, slides, and/or films to determine eligibility & appropriate physician assignment.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
• Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
• Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.

• Scheduled & managed patient visits and consultation appointments, along with testing & labs.
• Greeted and assisted patients with check-in procedures.
• Managed doctors’ scheduling templates.
• Monitored reconciliation reports for appropriate clinical charges.
• Monitored and managed secure messaging website for patient interaction.
• Performed daily customer service, patient care, and phone duties.
• Supervised front desk duties and personnel.
• Prepared presentations for management on front desk process improvements.
• Project manager over front desk process improvements.
• Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.