Samantha Coveney
Boston
Summary
Results-oriented Healthcare Operations Leader with 3+ years in Health Tech, focusing on maternal and infant virtual care. Managed high-volume enrollment pipelines, optimized clinical workflows, and led teams to achieve performance goals. Skilled in connecting frontline operations with leadership to enhance patient conversion and promote health equity in value-based care.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Experience Associate Manager
Nest Collaborative
03.2023 - Current
- Led daily operations for a virtual lactation care platform, supervising a team of 6 referral coordinators and serving as the subject matter expert for enrollment workflows and resolving complex case escalations to ensure seamless patient care.
- Analyzed outreach and conversion data to identify opportunities for optimization in the referral to match pipeline, implementing process improvements that directly informed team coaching and hit enrollment targets.
- Aligned operations and clinical teams, using trend analysis to implement workflow improvements that optimized clinician documentation and met quality benchmarks.
- Managed insurance verification processes and eligibility escalations, collaborating with health plan case managers to resolve partner inquiries and ensure seamless patient enrollment.
- Virtual lactation care platform.
Recruiting Consultant
Barton Associates
Peabody
09.2021 - 08.2022
- Managed high-volume pipeline in metric-driven environment, executing 100+ daily outreach touchpoints and utilizing Salesforce to exceed conversion quotas and performance KPIs.
- Optimized structured sourcing and screening process for healthcare accounts, ensuring all requirements were met through rigorous pipeline management and quality control.
- Supported healthcare staffing operations by coordinating recruitment efforts and managing candidate pipelines.
Internship with Executive Director
Woburn Rehabilitation and Nursing Center
Woburn
01.2020 - 05.2020
- Transformed operational challenges into clear, repeatable workflows by designing and launching patient intake policies, increasing operational efficiency by 10%.
- Designed and delivered onboarding and in-service training for clinical staff, facilitating seamless adoption of new policies and procedures.
- Directed daily operations at a skilled nursing facility, ensuring quality care standards.
- Supervised staff, promoting teamwork and effective communication among departments.
- Developed policies to enhance resident safety and improve service delivery.
Education
B.S - Healthcare Studies
Salem State University
Salem, MASkills
- Customer Success & Engagement (NPS, Retention)
- Patient Navigation & Enrollment Conversion
- Health Tech & Value Based Care Expertise
- Project Management & Cross Functional Leadership
- CRM/EHR Management (Salesforce, Zoho, Charm)
- Data Analysis
- Workflow Optimization & SOP Documentation
- Strategic Communication & Business Impact
Certification
Certified Nursing Assistant (CNA) Licensure, HIPAA Training & Compliance, 10 Hour OSHA Certification, Medical Sales Certification Program, Phlebotomy and Electrocardiography (EKG) Training, Salesforce, Google Suite, Slack, EMR/EHR Systems (Epic, Charm Health), CRM Systems
Workflow Optimization
Continuously evaluate the referral-to-match pipeline to identify bottlenecks and implement process improvements that increase efficiency.
Complex Case Resolution
Act as the first point of escalation for difficult enrollments, eligibility discrepancies, or sensitive health plan partner inquiries.
Expert Enrollment And Outreach
Directly manage outreach and enrollment for high-priority or complex referrals, utilizing phone, SMS, and email to drive conversions., Maintain expert-level accuracy in our systems of record, ensuring all member interactions and doula matches are documented in real-time.
Performance Management
Monitor team KPIs-including outreach volume, enrollment conversion rates, and doula matches-to ensure the team meets or exceeds targets.
Direct Supervision
Manage a team of three Referral Specialists, providing daily guidance and coaching, conducting weekly 1:1s, and fostering a culture of accountability.
Timeline
Customer Experience Associate Manager
Nest Collaborative
03.2023 - Current
Recruiting Consultant
Barton Associates
09.2021 - 08.2022
Internship with Executive Director
Woburn Rehabilitation and Nursing Center
01.2020 - 05.2020
B.S - Healthcare Studies
Salem State University