Elizabeth G.

Telehealth Operations | Project Management | Customer Experience

🚀 Telehealth Operations & Project Management Professional | Former Business Owner I bring 8+ years of experience across business operations, customer experience, project coordination, team leadership, e-commerce, and fast-growing startup environments—with my recent experience heavily focused on **telehealth and healthcare operations**. I started my career as a business owner managing day-to-day operations and teams, then transitioned during COVID into remote startup operations. Since then, I’ve earned over $100K outside of Upwork and built a reputation for stepping into growing companies, identifying operational gaps, creating structure, solving problems, and helping teams scale. Today, my strongest areas are telehealth operations, project management, customer/member experience, process improvement, escalations, retention, reporting, and cross-functional coordination. 🏥 Telehealth & Healthcare Operations I have hands-on experience working inside fast-paced telehealth environments where accuracy, urgency, compliance awareness, and member experience are critical. My experience includes: • Coordinating between members, pharmacies, providers, medical operations, and internal teams • Managing prescription and order-related workflows • Investigating operational issues and escalating complex cases • Supporting pharmacy reroutes and order resolution • Managing high-priority member escalations • Retention and cancellation support • Identifying workflow breakdowns and recurring operational issues • Supporting EMR/EHR and healthcare technology workflows • Creating SOPs and improving internal processes • Tracking pending cases and ensuring appropriate follow-up • Working cross-functionally with Operations, Tech, Customer Experience, and leadership I understand that in telehealth, a problem is rarely just a “customer service ticket.” It may involve the member experience, pharmacy fulfillment, provider action, technology, payment, internal workflows, or multiple teams at once. I’m comfortable investigating those moving pieces and helping drive the issue toward resolution. 📊 **Project Management & Operations** I’m especially valuable to companies that are growing quickly and need someone who can bring organization to complicated or evolving operations. I can help with: • Project and workflow management • Process improvement • SOP creation and documentation • Cross-functional coordination • Operational reporting and KPI tracking • Queue and workload management • Escalation workflows • Team training and onboarding • Process audits and root-cause investigation • Implementation support • Leadership reporting and visibility I don’t simply identify problems—I work to understand **why they are happening, what is being affected, who needs to be involved, and what process can prevent the issue from continuing.** 🧠 Systems, CRM & AI-Forward Operations I have extensive experience learning and working across CRMs, project-management platforms, healthcare systems, and operational tools. **ClickUp | Monday | Jira | Zendesk | Intercom | GoHighLevel | Front | Buildertrend | Shopify | Google Workspace | Microsoft Office | Excel | Slack | Microsoft Teams | EHR/EMR platforms** I’m also highly interested in using AI, automation, dashboards, and smarter workflows to reduce repetitive work and improve operational visibility. 🎯 Customer Experience, Escalations & Retention Customer experience remains one of my biggest operational strengths. I have extensive experience handling complex escalations, retention conversations, de-escalation, phone/email/chat support, high-priority cases, outbound follow-up, and customer journey improvements. I’m comfortable communicating directly with customers while also stepping back and asking the operational question: **Why did this happen, and how can we prevent it from happening again?** 📈 Reporting, Excel & Data Management I’m highly skilled in spreadsheets and operational reporting and can help transform large amounts of information into something leadership can actually use. This includes KPI tracking, operational dashboards, case tracking, reconciliation, productivity reporting, trend identification, and identifying gaps that require action. 🧩 Leadership, Training & Team Building As a former business owner, I understand operations from both the employee and leadership perspective. I have experience building teams, training employees, creating SOPs, developing workflows, onboarding new hires, and helping teams adapt as processes change. I’m comfortable working independently, but I’m equally comfortable partnering directly with founders, managers, department leads, and cross-functional teams.