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Cynthia Pillay

@cynthiapillay

Clinical operations professional at UCSF Health who built an operational playbook and competency rubrics for healthcare navigators.

United States

Message

At UCSF Health, I serve as a first point of contact for patients navigating complex grievances. I triage high-stakes issues, identify recurring operational friction, and work with cross-functional leadership on patient journey workflows.

As Lead Healthcare Navigator, I oversaw a team of navigators and interns during the COVID-19 hotline period. I built the department’s operational playbook, including onboarding materials and staff competency rubrics.

Experience

Work history, roles, and key accomplishments

Current

Triage and Intake Specialist

Current

UCSF Health

Jan 2023 - Present (3 years 9 months)

Serve as the first point of contact for patients navigating complex grievances within the UCSF Health system. Assess and triage high-stakes issues, identifying root causes of systemic operational friction and routing sensitive cases toward resolution.

Triage Root Cause Analysis Workflow Optimization Epic RL Solutions Cipher CRM Management Microsoft Office

Lead Healthcare Navigator

UCSF Health

Jan 2020 - Dec 2023 (3 years 11 months)

Oversaw a team of 8 healthcare navigators and interns, providing operational leadership and clinical guidance during peak organizational strain. Built the department's operational playbook, including onboarding materials and staff competency rubrics.

Team Management Onboarding Training Rubric Development Workflow Optimization COVID 19 Helpline Support Clinical Guidelines

Practice Coordinator (Fixed & Float)

UCSF Health

Jan 2019 - Dec 2020 (1 year 11 months)

Managed the mechanics of high-volume clinical practices, overseeing APeX in-baskets, referral routing, authorizations, and billing support. Represented the administrative face of the practice as the first point of contact, leading service recovery and resolving patient dissatisfaction.

Apex In Basket Management Referral Routing Authorization Billing Support Service Recovery Workflow Optimization