Norodel S.

Lead Patient, Provider, Admin, & Operations Support

Resolve • Full-time

Jan 2020 - Mar 2025 • 5 yrs 2 mos

Provided patient, provider, and healthcare operations support for a U.S.-based telehealth company through phone, email, chat, and live video sessions. Assisted with appointments, medications, prescriptions, billing, subscriptions, insurance, prior authorizations, accounts, and general healthcare service inquiries while meeting SLA, productivity, and quality targets. Supported provider onboarding by reviewing licenses, identity verification, supervision details, medical director agreements, provider information, and other required documentation. Maintained provider rosters and tracked licensing, system access, training, activation requirements, and follow-ups. Coordinated access to EHRs, clinician portals, DoseSpot, Persona, Canvas, Slack, Gusto, and other operational systems. Conducted live provider onboarding and training sessions covering systems, workflows, SOPs, documentation requirements, and operational expectations. Assisted Operations Managers and executives with reporting, research, workflow coordination, payroll support, administrative tasks, and time-sensitive projects. Performed QA audits of provider-patient interactions, reviewing communication, documentation, operational accuracy, and workflow compliance. Identified recurring issues, investigated root causes, provided coaching, and recommended process improvements. Created and updated SOPs, workflow guides, trackers, and internal resources to improve consistency and efficiency. Also supported enrollment and documentation workflows by reviewing submitted information, identifying missing or inconsistent requirements, maintaining accurate records, and guiding patients and providers through next steps. Collaborated with Clinical, Operations, Engineering, Marketing, and other teams to resolve escalations and improve day-to-day healthcare operations.