Clinical Health Associate Manager
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I am a healthcare operations professional with over a decade of experience, including several years with Accenture, where I have supported complex clinical and administrative workflows for a large healthcare client. In my current role, I specialize in inbasket management, chart review, and clinical messaging support—ensuring that patient inquiries are handled accurately, efficiently, and in alignment with provider expectations.
At Accenture, I have taken on responsibilities beyond day-to-day operations by driving process improvements and quality initiatives. I introduced a structured message flow framework built on four key pillars—clarity, accuracy, completeness, and timeliness—which helped improve response consistency and was later adopted by partner teams due to its strong results. I also focused on strengthening chart review practices within the team, helping reduce errors and improve overall service quality.
My background in telecommunications as a collections specialist further strengthened my skills in stakeholder communication, problem-solving, and performance management, which I continue to apply in healthcare operations today.
I thrive in fast-paced, high-accountability environments where I can bring structure, identify gaps, and implement sustainable improvements. I am now looking to step into a more strategic role where I can contribute to operational excellence, support team development, and drive meaningful impact at a larger scale.
2011 – 2020 | Collections & Customer Service (Telecommunications Industry)
Managed customer accounts, focusing on collections, billing concerns, and dispute resolution in a high-volume environment.
Negotiated payment arrangements while maintaining strong customer relationships and service satisfaction.
Consistently met performance targets (KPIs) related to recovery, quality, and customer experience.
Built a strong foundation in communication, problem-solving, and handling complex customer concerns.
2020 – 2022 | Short-Term Disability Claims Review
Reviewed and evaluated short-term disability claims by analyzing medical records and supporting documentation.
Ensured claims were processed accurately and in compliance with policy guidelines and regulatory standards.
Identified inconsistencies and collaborated with stakeholders to resolve case discrepancies.
Strengthened skills in clinical interpretation, attention to detail, and decision-making.
2022 – 2024 | Medical Summarization
Analyzed and summarized patient medical records to support clinical and administrative workflows.
Extracted key clinical information to create clear, concise, and accurate summaries for provider use.
Ensured documentation quality and consistency to support informed decision-making.
Developed deeper clinical knowledge and improved efficiency in handling complex medical data.
2024 – Present | Clinical Operations Manager – Inbasket Management Program
Lead clinical messaging workflows, including inbasket management and chart review, ensuring timely and accurate patient communication.
Oversee team performance, quality, and adherence to service standards in a fast-paced healthcare environment.
Implemented a structured message flow framework (clarity, accuracy, completeness, timeliness), improving response consistency and adopted by partner teams.
Drive continuous improvement initiatives, including enhancing chart review processes and reducing errors.
Collaborate with providers, stakeholders, and cross-functional teams to optimize operations and patient experience.
2004 – 2008 | Bachelor of Science in Nursing (BSN)
Completed formal education in nursing, with foundational training in patient care, clinical assessment, and medical knowledge.
Developed strong skills in critical thinking, documentation, and healthcare communication.
Gained exposure to hospital and clinical settings, building a solid understanding of patient workflows and care delivery.
Established a clinical foundation that supports current work in healthcare operations, chart review, and medical documentation.
