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Kathleen Negron

@kathleennegron

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Customer service expert specializing in healthcare support, escalations, and EPIC systems.

United States

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What I'm looking for

I seek a healthcare-focused customer service role where I can expand responsibilities, improve patient satisfaction, mentor teams, and drive data-informed process improvements.

I am a customer service expert with 7+ years resolving complex healthcare inquiries and managing escalations to achieve high first-contact resolution. I leverage EPIC and CRM platforms alongside metric-driven quality assurance to improve patient communication and operational accuracy.

I consistently streamline workflows and support cross-functional teams, creating training materials and mentoring new hires to raise service standards. My roles have included patient support, resolution specialist, offline case management, and frontline team leadership, demonstrating adaptability across remote and in-person environments.

I focus on empathetic, data-informed problem solving that enhances patient satisfaction and team performance while aiming to expand responsibilities and contribute to process improvements in healthcare operations.

Experience

Work history, roles, and key accomplishments

Current

Patient Support Advocate

Current

TEKsystems / Optum Healthcare

Sep 2025 - Present (5 months)

Provided patient support by scheduling appointments, maintaining EPIC records to improve data integrity, and acting as first contact to expedite transfers, resulting in faster response times and increased patient satisfaction.

Epic Systems Patient Scheduling CRM Data Integrity Cross Functional Collaboration Escalation Management

Resolution Specialist

Alorica / Express Scripts Pharmacy

Dec 2022 - Sep 2025 (2 years 9 months)

Resolved complex patient inquiries with high first-contact resolution, maintained detailed documentation and metrics, and collaborated on process improvements to enhance customer satisfaction and compliance.

CRM Documentation Metrics Healthcare Compliance Problem Solving

Offline Case Manager

Alorica / Express Scripts Pharmacy

Aug 2024 - Apr 2025 (8 months)

Managed offline cases to ensure timely resolution within 72 hours, communicated delays to members, and coordinated cross-departmentally to verify account accuracy and maintain data integrity.

Case Management Time Management Documentation

Patient Care Technician

Alorica / Express Scripts Pharmacy

Aug 2021 - Dec 2022 (1 year 4 months)

Analyzed call patterns to improve service quality, maintained accurate data entry, created training materials, and coached 30+ new hires while managing high call volumes to optimize operational efficiency.

Data Entry Training SOP Development Quality Assurance

Team Lead Manager

Popeyes Louisiana Chicken

Oct 2020 - Aug 2021 (10 months)

Led and trained staff to improve service quality and operational efficiency, managed inventory and cash handling to ensure financial accuracy, and streamlined hiring to support team growth.

Team Leadership Training Inventory Management Cash Handling Customer Service