Averey'Anna Smith

Lead and be the first line of support for 50+ employees across multiple time zones, providing ongoing guidance, coaching, workflow support, performance oversight, and issue resolution. Remain available across varying schedules to support team members and address patient, contractor, and operational needs. Manage daily team communication and support through multiple Slack channels, ensuring timely updates, policy communication, engagement, and issue resolution.

Supervisor- Patient Advocate - Understood Care - Remote

(2025-07)

• Lead and be the first line of support for 50+ employees across multiple time zones, providing ongoing guidance, coaching, workflow support, performance oversight, and issue resolution.
• Remain available across varying schedules to support team members and address patient, contractor, and operational needs.
• Manage daily team communication and support through multiple Slack channels, ensuring timely updates, policy communication, engagement, and issue resolution.
• Supported the company through its startup phase, adapting to frequent policy, workflow, process, and technology changes, including most implemented by me.
• Helped implement updated policies, procedures, communication standards, and patient-support, etiquette workflows, often on a weekly or daily basis.
• Improved team productivity by 100% and average patient response time by 89% through workflow(s) introduction, improvements, coaching, and performance monitoring.
• Completed weekly quality assurance reviews and reports while monitoring patient satisfaction, NPS, productivity, response times, enrollment, documentation, and team performance for each team mate.
• Maintained a NPS score performance rating, and maintained a 100% patient satisfaction score based on internal measurements for my own caseload of patients.
• Managed an active and inactive patient caseload, providing advocacy, education, care coordination, resource navigation, and follow-up support.
• Assisted with the transition between multiple EMR/EHR systems developed by Engineering and supported the implementation of AI-assisted patient-support tools.
• Utilize Availity Essentials, payer portals, etc -daily for benefits verifications, potential OOP expense insight, etc.
• Facilitated team meetings, supported morale and engagement events, and partnered with Leadership, Engineering, and internal departments to improve patient experience, team efficiency, and service delivery.

Care Coordinator - DaVita Kidney Care (Dialysis Center) - South Houston, TX

(2023-03 - 2025-07)

• Conducted welcome calls for ESRD referrals and supported the enrollment of 200+ patients in ChronicCare Management and Remot
• Managed a caseload of approximately 280 patients in a virtual value-based care environment.
• Coordinated patient referrals, provider appointments, outreach, follow-up care, clinical inquiries, care-gapclosure, and triage support.
• Served as a primary point of contact for patients, providers, dialysis clinics, health plans, andmultidisciplinary care teams.
• Used multiple healthcare platforms, including Cerner, Epic, Revenue Cycle systems, Availity, and otherpayer portals, to document pat
• Monitored enrollment progress, patient response times, outreach activity, follow-up completion, and carecoordination outcomes.
• Supported patient satisfaction through clear communication, timely follow-up, education, and issueresolution.
• Assisted with workflow tracking, operational reporting, quality-related activities, and process improvement.
• Traveled to clinics throughout Southeast Houston, Pasadena, and Galveston, Texas, to support patient care and clinic operations while working remotely on non-travel days.
• Assisted with employee onboarding and training, including workflows, documentation standards, communication expectations, and system navigation.

Certified Medical Assistant Lead - Excel Urgent Care, PLLC - Missouri City, TX

(2021-08 - 2023-02)

• Led daily clinical and administrative operations in a fast-paced urgent care setting, including patient intake, triage, scheduling, and EMR documentation using eClinicalWorks.
• Performed phlebotomy, drug screenings, physicals, CLIA-waived testing, COVID-19/Flu/Strep testing, EKGs, specimen processing, and medication administration.
• Assisted with casting, splinting, suture removal, procedural setup, sterilization, infection control, and DME coordination.
• Managed inventory, supply ordering, quality assurance, equipment maintenance, and medication logs while supporting patients across all age groups.

Certified Medical Assistant III - Baylor College of Medicine - Houston, TX

(2018-01 - 2020-09)

• Managed administrative and clinical operations, including patient intake, triage, EMR updates, payment processing, and medical record review.
• Reviewed applications, credentials, school forms, and onboarding documentation for educational and occupational health programs.
• Provided occupational health support for needlestick injuries, workers’ compensation cases, TB testing, immunizations, and lab clearances.
• Traveled to multiple locations to perform TB skin test placements/readings and support employee health services.
• Coordinated weekly new hire onboarding, maintained compliance documentation, managed inventory and supplies, and ensured adherence to infection control and organizational policies.

Certified Medical Assistant II - Baylor College of Medicine - Houston, TX

(2015-08 - 2018-01)

• Supported medical providers and patients in both clinical and administrative functions within a fast-paced specialty practice; cross-trained in front and back office operations.
• Managed prior authorizations, prescription refills, workers’ compensation documentation, therapy/home health referrals, DME orders, and insurance verification.
• Assisted physicians with ultrasound-guided injections, minimally invasive procedures, fluoroscopy/C-Arm setup, PRP blood draws, specimen collection, and medication administration.
• Educated patients on pre/post-operative care, discharge instructions, and treatment plans while coordinating follow-up appointments and ongoing care.
• Maintained clinic and lab inventory, trained new clinical staff, and coordinated pharmaceutical and specialty pharmacy support services.

Certification & Diploma - Medical Assisting - Fortis College (2013-03 - 2014-01)

Highschool Diploma - Hightower High School (2008-08 - 2011-06)