crystal mccain

At Optum Rx, I maintain 100% quality across complex Medicare and specialty-pharmacy enrollment, eligibility, and benefit cases while protecting accuracy, compliance, turnaround time, and member experience.

I've trained five global employees on service expectations, workflows, documentation, quality requirements, and escalation pathways. I identify recurring service gaps and turn trend findings into practical process improvements.

At University Hospital, I supported more than 100 patients annually through trauma-informed follow-up and helped contribute to an approximately 80% program graduation rate. I also created documentation and billing review tools that contributed to a 20% reduction in claim denials.

Across healthcare operations, revenue cycle, compliance, and community programs, I've improved billing workflows, strengthened documentation controls, coached staff, and coordinated cross-functional teams. I'm focused on patient support operations where quality, access, accountability, and compassionate service matter.