Jennifer O
@jennifero
Remote healthcare support operations leader improving quality, compliance, and patient experiences.
United StatesWhat I'm looking for
I’m a customer service manager with 8+ years leading remote frontline teams in healthcare and telehealth environments. I drive performance management, QA auditing, and SOP development to deliver 95%–98% quality compliance, reducing escalations by 30% while protecting HIPAA-compliant operations.
I use Zendesk and data-driven root-cause analysis to optimize workflows, maintain SLA targets, and restore accurate CRM reporting when issues arise. From leading a remote team of 25 agents as a Team Lead, Patient Support Operations, to managing complex care coordination and patient billing with 100% documentation accuracy as a Dental Operations Support / Dental Assistant, I’m focused on continuous improvement and better patient-first experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
CVS Specialty Pharmacy
Dec 2025 - Present (8 months)
Executed high-volume care coordination and patient interactions in CRM systems in a remote telehealth environment. Maintained a 98% quality assurance score, documented 100% of patient interactions with accuracy for HIPAA compliance, and followed SOPs for pharmacy workflows to ensure consistent service delivery.
Team Lead, Patient Support Operations
Emerge Inc. / GiftHealth Pharmacy
Jul 2024 - Dec 2025 (1 year 5 months)
Led a remote frontline team of 25 agents, using performance management and coaching to maintain 95%+ QA metrics. Resolved critical Zendesk routing errors via root-cause analysis, authored and enforced SOPs, reduced member escalations by 30%, and conducted QA auditing to ensure compliance.
Education
Degrees, certifications, and relevant coursework
Coursera
Professional Certificate, Data Analytics
In progress: Google Data Analytics Professional Certificate through Coursera.
Pennsylvania
Training License, Pharmacy Technician Training
Pharmacy Technician Training License in Pennsylvania.
Dental Assisting National Board (DANB)
Radiology Certification, Dental Radiology
DANB Dental Radiology certification.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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