Experience
Professional Experience
Each role builds on the last: business operations and team management, healthcare workflow and scheduling operations, operations leadership and initiative coordination, and program operations.
Operations→
Coordination→
Process→
People→
Metrics→
Improvement
Program Operations & Benefits Administration Support
Benefits Support Specialist (Contract)
Conduent | Connecticut Summer Benefits Program
2026
Communication & Relationship Management
- Supported parents and guardians throughout the benefits program
- Served as a point of contact for eligibility, program requirements, benefit access, and program questions
- Communicated program updates, timelines, eligibility information, and next steps clearly
- Provided timely support and resolution for participant inquiries
Program Operations & Coordination
- Supported day-to-day operations within a statewide benefits initiative
- Coordinated participant inquiries and follow-up within established program processes
- Supported benefit access and administrative workflows
- Managed multiple inquiries while maintaining accuracy and timely follow-through
Process Execution & Documentation
- Maintained accurate case records and documentation within program systems
- Followed established program procedures
- Documented participant inquiries and actions taken
- Supported administrative processes and data accuracy
Systems & Workflow Support
- Guided participants through online portal navigation
- Supported benefit-access workflows
- Helped participants understand and complete established processes
- Applied program requirements consistently
Operations Leadership · Initiative Coordination · Process Improvement · Metrics · Team Development
Patient Access Team Lead
Northwell Health
June 2022 – June 2025
Project & Operations Coordination
- Coordinated cross-functional operational initiatives across 12+ medical practices
- Managed timelines, deliverables, and workflow improvements
- Worked closely with the Operations Manager on operational priorities and team needs
- Coordinated with clinical, operational, and IT teams
- Supported system enhancements and workflow changes
- Tracked initiatives through implementation
- Facilitated meetings and coordinated follow-up activities
- Documented action items and monitored progress
Process Execution & Documentation
- Maintained SOPs, process documentation, and operational workflows
- Reviewed team processes and identified incorrect or outdated information
- Updated documentation and process guidance when corrections were needed
- Supported workflow standardization across teams
- Communicated process changes and updates to team members
- Helped ensure teams were following current procedures
Metrics, Quality & Performance
- Monitored KPIs and operational metrics
- Prepared recurring operational reports for leadership
- Participated in employee evaluations
- Supported quarterly performance reviews
- Used performance information to identify areas requiring attention
- Tracked corrective actions and follow-up needs
- Supported quality and operational consistency
Team Training & Development
- Coordinated onboarding activities for new employees
- Supported training schedules and operational readiness
- Provided team training and skill updates
- Coached team members on processes and operational expectations
- Supported 1:1 coaching conversations
- Helped identify skill gaps and areas requiring additional support
- Reinforced updated procedures and workflow expectations
Continuous Improvement
- Identified operational challenges and recurring workflow issues
- Tracked corrective actions
- Supported process improvement initiatives
- Helped refine workflows and documentation
- Shared operational insights with leadership and team members
- Supported adoption of process and system changes
Collaboration
- Worked closely with Operations leadership
- Collaborated with clinical, operational, and IT stakeholders
- Facilitated communication between teams
- Supported cross-functional implementation activities
Healthcare Operations & Workflow Coordination
Call Center Representative
Northwell Health
September 2020 – June 2022
Healthcare Operations & Scheduling
- Managed high-volume patient scheduling within a fast-paced healthcare environment
- Coordinated appointments and services across patients, physicians, and internal teams
- Supported referral coordination and appointment preparation
- Prioritized urgent requests according to operational needs
Communication & Coordination
- Coordinated information between patients, physicians, and internal teams
- Communicated scheduling requirements and next steps
- Resolved scheduling and access-related issues
- Maintained clear communication while managing competing priorities
Process & Documentation
- Verified and updated patient information across internal healthcare systems
- Maintained accurate scheduling records
- Followed established healthcare scheduling and access workflows
- Supported accurate documentation and information management
Workflow & Quality
- Managed competing requests while maintaining organized workflows
- Prioritized time-sensitive requests
- Supported accurate patient access processes
- Maintained attention to detail in a high-volume operational environment
Healthcare OperationsScheduling CoordinationWorkflow ManagementData AccuracyReferral CoordinationPrioritizationCross-Functional CommunicationSystems Navigation
Business Operations & Team Coordination
Store Manager
Sally Beauty
March 2018 – December 2019
Operations Coordination
- Managed daily business operations
- Coordinated staffing and daily responsibilities
- Maintained store readiness and operational standards
- Managed inventory processes and accuracy
- Balanced competing operational priorities
Team Coordination & Development
- Created employee schedules
- Delegated daily responsibilities
- Trained and supported employees on procedures and operational standards
- Monitored employee performance
- Provided coaching and day-to-day guidance
- Supported team accountability
Process & Quality
- Maintained operational procedures and service standards
- Supported inventory accuracy
- Monitored execution of daily processes
- Identified operational issues and addressed them
- Maintained consistent store standards
Communication & Issue Resolution
- Communicated expectations and responsibilities to team members
- Resolved operational concerns
- Coordinated daily activities to keep operations running smoothly
Operations ManagementTeam CoordinationSchedulingTrainingDelegationPerformance MonitoringProcess ExecutionInventory AccuracyOperational Standards