Kathleen Le

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Remote Care Coordinator

Form Health

Jan 2025 - Current (1 year 8 months)

Manage a panel of 1,200 GLP-1 patients in Region 2, serving as their primary point of contact for inquiries and care troubleshooting. Conduct 100+ outbound outreaches daily via phone, text, and email, ensuring consistent engagement and intake follow-through. Coordinate patient care by routing clinical questions, addressing general inquiries, and assisting with billing and insurance issues. Schedule and reschedule appointments for physicians and dietitians, adjusting availability and workflows in coordination with provider leads. Proactively reach out to patients with gaps in care (e.g., no-shows, cancellations) to support strong appointment attendance. Educate patients on Form Health's virtual care model, expectations, and time commitment t

Remote Care Coordinator, Scheduling

Henry Meds

Jan 2024 - Jan 2025 (1 year 1 month)

Acted as the primary point of contact for GLP-1 and testosterone patients throughout their treatment lifecycle. Onboarded 45+ new patients daily, guiding them through intake, account setup, platform navigation, and scheduling. Maintained 120 hours of monthly online support and resolved 375–400 patient cases monthly across multiple channels. Educated patients on treatment expectations, therapy cadence, and virtual modalities. Achieved a 92% CSAT and 100% QA score, reflecting exceptional patient communication and workflow consistency.

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Care Operations Coordinator

Marker Learning

Jan 2023 - Jan 2025 (2 years 1 month)

Onboarded ~500 patients and 50 providers monthly, ensuring smooth transitions into virtual assessment and tutoring services. Verified completion of intake documentation and proactively resolved fulfillment issues. Managed inbound inquiries and outbound payment outreach, including customized payment plans for delinquent accounts. Coordinated and updated provider schedules, including adjustments for provider time off in partnership with clinical leads. Created superbills to support insurance reimbursement and monitored payment transactions across platforms (Stripe, Recharge, Shopify). Provided workflow improvement feedback to enhance scheduling satisfaction and reduce support touchpoints.

Care Coordinator

Hone Health

Jan 2022

Scheduled patient appointments, coordinated lab work, and communicated treatment plans and next steps. Educated patients on care expectations and promoted adherence through clear and timely follow-ups. Used EHR systems to track patient progress and documented all interactions with precision. Collaborated with internal teams to streamline workflows and improve patient satisfaction.

Remote Care Operations Coordinator, Enterprise

Talkspace

Jan 2021 - Jan 2023 (2 years 1 month)

Managed 200–300 B2B partner accounts and supported clients in accessing behavioral health services via EAPs and employer-sponsored programs. Coordinated provider matching and helped schedule services for clients receiving therapy and psychiatry care. Led cross-functional efforts to implement product improvements, reducing complaints by 50% and enhancing the onboarding experience. by 15%. Developed escalation workflows and documentation via Confluence, improving issue resolution times Acted as subject matter expert for system workflows, mentoring new hires and increasing team productivity by 25%.

Care Operations Coordinator, Customer Support

Talkspace

Jan 2021 - Jan 2023 (2 years 1 month)

Resolved 50–80+ daily Zendesk tickets related to billing, insurance, technical issues, and product navigation. Filed Jira tickets, maintained QA scores of 90%+, and ranked #1 in the department for client support performance. Delivered accurate, empathetic, and solutions-focused support while providing actionable insights to improve patient journey touchpoints.

Customer Support Coordinator - Contract

Discovery Communications

Jan 2020 - Jan 2021 (1 year 1 month)

Resolved 80+ account-related issues daily via Zendesk support tickets, utilizing Sonic (CRM) to track and manage customer interactions efficiently. Troubleshot and resolved technical/product issues related to the (d+) app through 2–3 concurrent live chats on Zendesk, maintaining seamless communication with users. Maintained an impressive Average Handle Time (AHT) of 6:00 minutes per ticket, contributing to fast and effective resolution of support inquiries. Achieved a 99.7% productivity rate, consistently meeting or exceeding performance metrics in a fast paced environment, ensuring high-quality service and support delivery.

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Client Service Associate

SureCo

Jan 2020 - Jan 2021 (1 year 1 month)

Handled 20+ inbound calls per hour, left strategic voicemails, and scheduled follow-up calls to drive customer engagement and foster lasting relationships. Responded promptly to email inquiries, delivering personalized support to ensure a high-quality customer experience. Onboarded 200–300 new members monthly through comprehensive welcome calls, ensuring a smooth transition into the company's healthcare programs. Trained 3 new associates and mentored a team of 5, helping to improve the onboarding process and boosting overall team effectiveness.

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Account Manager

Zebit

Jan 2019 - Jan 2020 (1 year 1 month)

Managed a portfolio of 250–300+ accounts, performed 275+ daily outreaches, and negotiated payment plans. Recovered funds and prevented $400K+ from being outsourced to collections, improving revenue retention.

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