Resume / CV
EXPERIENCE
2025-Present
OPERATIONS MANAGER
athenahealth
2022-2025
athenahealth
OPERATIONS SENIOR ASSOCIATE
Oversaw the operation and strategic advancement of the appeals and resubmissions line of business, a service that generates ~$54M in annual revenue to athenahealth’s Denials Management clients. Led the rollout of an issue reporting and feedback tool for cross-functional claim processing teams which enhanced communication and issue resolution timeframes, resulting in a 22% increase in productivity. Drove adoption of the new tool up to 100% within 30 days of rollout. Engineered a technical solution to integrate payer APIs into the appeals service, enabling immediate electronic delivery of client appeals and creating a cost-savings opportunity of ~$335,000 annually. Successfully pitched this solution to executive leadership, and ultimately got the project funded and staffed for development in 2024. Built dashboards and performed comprehensive analysis of large, complex datasets using Sigma Computing’s BI platform to report on key metrics and assess the impacts and returns of these projects.
2021-2022
athenahealth
OPERATIONS ASSOCIATE
Led the implementation of revenue cycle service enhancement projects on athenahealth's Denials Management team, a service that processes ~16.8M medical claims annually. Spearheaded the rollout of a digital appeal submission service, resulting in a 24% decrease in adjudication processing time and a 30% improvement in client revenue recovery on denied claims. Increased digital appeal technology usage from 12% to 77% of appeal volume, maximizing the returns achieved by the service. Coordinated cross-functional teams across the U.S. and India to establish the workforce and business processes necessary to support these efforts.
2019-2020
LifePod Solutions
CUSTOMER SUCCESS & OPERATIONS CO-OP
Served as a representative for LifePod’s innovative voice-first virtual assistant to promote successful customer experiences. Directly interacted with end-users to document product use cases and determine areas for improvement in the product and available customer support resources. Utilized tools such as Tableau, Excel, and SQL queries to build reports with customer data and visualize usage across the LifePod service. Configured and rolled out a ticketing system to manage customer support inquiries and automate responses for faster resolution times.
2019
Liberty Mutual Insurance
CONTINUOUS IMPROVEMENT ANALYST CO-OP
Collaborated on a cross-functional team of Senior Business Analysts and Project Managers to deliver key operational insights on the Medical Claims organization. Built dashboards and reports to visualize countrywide CX data and improve the medical claims experience for customers. Executed reports to monitor an innovative low-touch claims process. Delivered results on these initiatives by utilizing tools such as SAS EG and Excel to query substantial data sets.
2018
Wentworth Institute
of Technology
DATABASE RECORDS ASSISTANT
Contributed to Wentworth's institutional advancement efforts through the maintenance of its student and alumni database. Ensured compliance of database records with current biographical information through various research and data entry tasks.
2018
Starry, Inc.
FIELD TECHNICIAN INTERN
Assisted in the installation of Starry’s innovative Internet service to customers in the Boston area. Connected customers to Starry’s network by using existing building wiring, including coax, phone lines, Ethernet, and even rope wire. Developed understanding of network hardware such as routers, switches, mesh APs, and PoE injectors. Utilized cabling practices ranging from making junctions at 66 and 110 punch blocks to terminating cables with RJ11 and RJ45 heads. Interacted directly with customers to educate them on Starry’s service and ensure their long-term success with the company.
2017
OfficeMax
SALES CONSULTANT
Practiced flexibility by taking on various roles including operating point of sale systems, engaging with customers to assist in shopping, and stacking and organizing shelves in order to maintain the presentability of the store. Developed interpersonal skills necessary to meet the needs of customers and provide a positive customer experience.
EDUCATION
2016-2020
Wentworth Institute
of Technology
B.S. COMPUTER INFORMATION SYSTEMS
Minor in Computer Science
Graduated Summa Cum Laude
AWARDS
PRESIDENT'S AWARD
Awarded 2020
Wentworth Institute of Technology
Honor awarded to one graduating senior in each major in recognition of high standards of academic achievement and contributions to the Wentworth community through student leadership and extra-curricular involvement.
SIGMA BETA DELTA
Awarded 2019
Wentworth Institute of Technology
Inducted into the Sigma Beta Delta International Honor Society for Business, Management and Administration.
Membership awarded to students who rank in the upper 20 percent of their class.
DEAN'S LIST
Awarded 2016-2020
Wentworth Institute of Technology
Received all academic semesters.
Awarded to students who achieve a GPA of 3.5 or greater.