Tanji Gentry
Rex
Summary
Strategic Healthcare Leader with extensive experience driving patient experience initiatives and enhancing satisfaction scores through development and implementation of patient-centered programs. Led cross-functional teams in service excellence training and analysis of patient satisfaction data to achieve measurable improvements in care delivery and patient outcomes. Specialized in interpreting quality assurance standards and resolving customer complaints, dedicated to continuous improvement of business processes.
Overview
11
11
years of professional experience
Work History
Mental Wellbeing Specialist
Optum
06.2025 - Current
- Lead patient-centered care coordination for high-risk populations, improving engagement and overall care experience
- Conducted detailed assessments and implemented care plans to meet quality and patient satisfaction goals
- Collaborate across multidisciplinary teams to ensure seamless, high-quality patient experiences
- Analyze performance metrics (adherence, use, follow-up rates) to find improvement opportunities
- Supported service recovery and crisis intervention to resolve patient concerns promptly
- Contributed to workflow and process improvements that enhanced care delivery and patient satisfaction
Care Navigator
UnitedHealthcare
02.2022 - 06.2025
- Managed complex patient populations, improving access, care coordination, and patient satisfaction outcomes
- Identified care gaps and developed outreach strategies that enhanced patient engagement and adherence
- Employed data reporting tools to prioritize high-risk patients and drive population health initiatives
- Partnered with leadership to streamline workflows and standardize patient experience practices
- Ensured compliance with quality, regulatory, and documentation standards
Billing & Claims Lead
Blue Cross Blue Shield
01.2022 - 03.2023
- Led resolution of escalated patient billing concerns, strengthening trust and satisfaction
- Supervised claims operations and denial management, enhancing turnaround time and patient financial experience
- Conducted audits and ensured compliance with regulatory and payer requirements
- Developed performance reports and dashboards that informed operational improvements
- Identified process inefficiencies and implemented corrective actions
Customer Assurance Lead / Processing Technician
Luxottica Optical Manufacturing
05.2016 - 01.2019
- Partnered with leadership to enhance service delivery outcomes, aligning operational goals with customer needs
- Supported process improvement initiatives, streamlining workflow efficiency across teams
- Ensured quality assurance and compliance with operational standards, enhancing reliability of processes
Operations Manager
Chime Solutions
04.2015 - 05.2016
- Led daily operations and supervised staff, ensuring service-level performance and operational efficiency
- Managed escalations and implemented service improvement strategies to elevate customer experience
- Developed KPI dashboards and delivered performance insights to leadership for informed decision-making
- Drove process improvement initiatives that streamlined service delivery
Education
Master of Business Management -
South University
Savannah, GABachelor of Business Management -
South University
Savannah, GASkills
- Mental health advocacy
- Patient experience development
- Patient satisfaction improvement
- Care coordination
- Patient engagement
- Service recovery management
- Service excellence coaching
- Regulatory compliance management
- Regulatory compliance
- Data analysis reporting
- Data analysis
- Process improvement management
- Process improvement
- Workflow efficiency
- Customer relationship management
- Team Leadership & Staff Development
- Staff management
- Staff development
- Personnel recruitment
- Performance management
- Performance evaluation
- Leadership development
- Team collaboration
- Critical thinking
- Effective communication
- Conflict resolution
- Crisis management
- Strategic planning
- Continuous improvement
- Business planning
- Financial oversight
- Financial planning
- Resource management
- Resource utilization
- Multi-site operations
- Supplies ordering
- Schedule management
- Practice management
- Clinical strategy
- Clinical improvement initiatives
- Customer relationship management
- Clinical improvement initiatives
- Personnel recruitment
- Clinical strategy
- Data analysis
Timeline
Mental Wellbeing Specialist
Optum
06.2025 - Current
Care Navigator
UnitedHealthcare
02.2022 - 06.2025
Billing & Claims Lead
Blue Cross Blue Shield
01.2022 - 03.2023
Customer Assurance Lead / Processing Technician
Luxottica Optical Manufacturing
05.2016 - 01.2019
Operations Manager
Chime Solutions
04.2015 - 05.2016
Master of Business Management -
South University
Bachelor of Business Management -
South University