Cynthia Nwosu

- Optimize clinical revenue and scheduling by maintaining 99% accuracy in patient appointment scheduling for drug pickup & sample collection via the OpenEMR, reducing scheduling conflicts by 40%. - Improve high volume scheduling by 50% using the OpenEMR, reducing patient wait times, no shows & admin backlog. - Manage physicians appointments & calendars reducing scheduling conflicts by 30%. - Enhance program delivery by 40% by handling administrative support tasks such as requisition and logistics follow up. - Improve patient record retrieval time by 25% and ensure 100% regulatory compliance by streamlining prior authorization workflows and digital database organization. - Enhance operational reporting accuracy to 98% for 1,000+ quarterly patient records by performing meticulous data entry and quality control audits using Microsoft Office and LIS tools. - Deliver 100% adherence to quality control standards in lab data entry, supporting smooth facility operations and minimizing audit discrepancies.

- Increased operational efficiency by 40% by managing complex physician calendars, EHR based appointment scheduling, and patient email correspondence. - Reduced claim processing errors by 25% as measured by claim review reports by verifying the completeness and accuracy of claim information before system entry. - Decreased telehealth appointment conflicts and no-shows by 40% optimizing provider calendars, automated reminders, time zones management, and organized patient portal communication. - Boosted billing and documentation accuracy by 35% by standardizing EHR/EMR verification workflows and implementing strict quality control measures for prior authorization requests. - Reduced reporting errors by 25% by implementing standardized QA processes across EHR/EMR and LIS systems ensuring accurate virtual lab orders, results documentation, and follow-up tracking. - Maintained zero HIPAA viloations with secure PHI management and encrypted communication systems.

- Improved HIV serology and PMTCT reporting accuracy by 45% by standardizing reporting and documentation processes. - Increased program efficiency by 20% through detailed reporting and data-driven insights for stakeholders. - Increased community engagement by 25% organizing targeted data-driven outreaches. - Maintained 100% compliance donor (PEPFAR) reporting standards achieving zero audit queries.

• Managed high-volume inbound and outbound customer communications improving response efficiency by 60% while addressing product inquiries and coordinating service delivery. • Streamlined email support and complaint resolution reducing response time by 50% using HubSpot CRM to track, manage, and resolve customer issues efficiently. • Coordinated and organized weekly team performance and customer success reports, improving workflow transparency and reporting efficiency by 40%. • Resolved an average of 40-60 customer inquiries daily via email, phone, and chat while maintaining a 95% customer satisfaction rating. • Documented customer interactions and service requests in HubSpot CRM ensuring 100% accurate record-keeping and improved case follow-up. • Collaborated with sales and technical teams to escalate complex issues reducing unresolved tickets by 35% and improving overall service turnaround time. • Processed service orders, refunds, and account updates while ensuring compliance with company policies and quality standards. • Identified recurring customer issues and provided feedback to management, contributing to process improvements that reduced complaint volume by 20%. • Maintained detailed logs and service documentation improving internal tracking and reducing information gaps between support teams. • Assisted in onboarding new customer service staff by sharing best practices on CRM usage, ticket management, and communication protocols.

- Prepared monthly utilization reports to capture commodity data ensuring financial and inventory accuracy for state-level procurement. - Conducted routine investigations and phlebotomy while maintaining rigorous QC standards for HIV/TB screening. - Improved diagnostic reliability by 99% data accuracy in patient test records and lab documentation. - Reduced stock-outs by 45% optimizing laboratory inventory and improving supply tracking processes.

- Improved testing efficiency of margarine samples by 15% by strict adherence to quality standard & assurance of laboratory