Brigette Rushworth
Patient Support Manger @Virta Health
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WORK HISTORY
Patient Support Manger @Virta Health
Lead, mentor, and develop a team of patient support representatives, providing guidance, training, and ongoing performance feedback-Analyzed current patient support processes and workflows and identified inefficiencies and areas for improvement resulting in an increased of 5% in SLA achievement-Built and implemented AI chat bots within Zendesk to promote self serve and drive resolutions-Implemented streamlined processes and standard operating procedures to enhance the efficiency and effectiveness of patient support operations-Championed the patient-centric approach by ensuring that all interactions with patients are handled with empathy, professionalism, and a focus on resolving issues promptly-Monitored patient feedback, conduct surveys, and gathered insights to continuously enhance the patient support experience-Developed key performance indicators (KPIs) to assess the performance of patient support operations.Regularly analyzed and report on KPIs to track progress, identified trends, and made data-driven decisions for operational enhancements-Identified and implement technological solutions, such as AI answer bot responses to drive self serve in our ticketing platforms-Ensured that all patient support activities comply with relevant healthcare regulations, privacy standards, and industry best practices-Established quality assurance measures to maintain the highest standards of service delivery-Systems proficient include: Google suite, ZenDesk, JIRA, Calendly, ADP, Looker, Salesforce, Greenhouse, Zoom, Docusign, HealthGorilla, Zuora and internal EMR.
EDUCATION
Strayer University
Bachelors, Business Administration and Management, General
Strayer University
Buisness Management, Business Administration and Management, General
ABOUT BRIGETTE RUSHWORTH
I am a hard working dedicated employee. I have been in leadership for the past 17 years and have excellent communication skills, am driven and am a very positive person.
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