Arizona State University

Prescott College

University of California, Berkeley

Healthcare Customer Experience leader focused on quality improvements based on data driven team process and technology improvements

Lead all patient and customer support Operations for Impilo's comprehensive end-to-end remote patient monitoring logistics and device support with unified data management.

Impilo

Director of Patient Support

The CX Program Manager serves as an Internal consultant partnering with Customer Care, Medicare Sales, Care Transformation, Population Health, and other departments to design KPIs and meet SLAs through data analysis, process improvements, and technology innovation to deliver a customer focused culture.

- Achieved max KPI of three implementations for 8 department directors using service blueprint mapping of member journey
- Analyzed over 1000 Customer Support Calls and provided department leaders with trend data to support the implementation of:
     *new call conversation guidelines for Medicare Advantage and Medicaid members
     *warm transfer escalations to the Pharm Tech team
     *migration of Population Health team to Genesys platform
- Developed new Grievances and Appeals data report and analyzed 12-months of issues. Delivered monthly trend reports and recommended training improvements for provider access, customer service, and Medicare Sales
- Transitioned Complete Care team from manual data entry to Microsoft Automate process

Banner Health

Customer Experience Program Manager, Plans and Networks Division

- Reported to CEO and facilitated operations workflows for clinical and sales teams
- Redesigned account contract and implementation process - +60% engagement
- Increased patient panel size by 50% (~ $47K savings per pod)
- Implemented Zendesk startup program with 50% annual savings
- Reduced clinical, admin, SDR, and AE hiring/onboarding time by 20%

mynurse.ai

Head Of Operations

Helping people navigate life after 60!
- Hired as part of founding team
- Implemented Zendesk/Talkdesk and set up SLAs and feedback surveys
- Worked with Product on Medicare health benefits navigation

Sherlock Retirement

Head of Member Navigation

Cityblock's mission is to improve the health of underserved communities. Importantly, our solutions are designed specifically for Medicaid and lower-income Medicare beneficiaries, and we meet our members where they are, bringing care into the home and neighborhoods through our community-based care teams and Virtual Care offerings. 

As an additional service in support of our local Hub clinics, we provide trusted, quick, and convenient wrap around front desk support like scheduling, consenting, initial assessments, and more.

ACCOMPLISHMENTS
- Launched 24/7 national digital health virtual member services for +70K members
- Centralized operations in service of members, clinicians, and operations teams in New
York, Massachusetts, Connecticut, and D.C. markets
- Recruited, hired, and trained member service team and virtual healthcare clinical, behavioral, and social work internal partners
- Implemented Zendesk and Talkdesk for national virtual support and traditional clinics

Cityblock Health

National Director, Member Services

Suki is an AI-powered, voice-enabled digital assistant for doctors that lifts the burden of documentation, enabling them to focus on what they love: treating patients.

- Managed Internal Operations Team and recruited new talent
- Selected and managed Global BPO vendor partners to support enterprise client launches
-reduced medical transcript auditing cost by 85% per note
- Coordinated product offering strategy and resources with Marketing and Sales
- Provided C-Level leadership with operations and financial analysis to drive efficiencies at scale
- Managed ad hoc NLP auditing process for Product and Engineering

Suki

Head of Global Operations

Senior Operations Manager, Sales Enablement 
- Asked by CEO to join Marketing team and scale Sales Team 
- Implemented Salesforce and iterated process best practices 
- Refined weekly Business Development Meeting and ongoing reporting improvements - Selected RFP software - managing intake process through delivery 
- Traveled and presented value proposition to prospects, brokers, and consultants

Senior Operations Manager and Account Executive 
- Set up first location customer service operations, CRM, reporting, and telephony - Recruited member support team and onboarded new managers 
- Established processes with claims, clinical, and engineering teams 
- Served as account manager for first-year clients and earned renewal/reference business

SmithRx

Senior Operations Manager, Sales Enablement

- Supported six account managers, sales, and product marketing on renewals and upsells 
- Collaborated with VPs of Ops, BD and Product on new employer product - Visited major Blues carrier clients to facilitate transitions to the new HealthSparq One platform 
- Implemented a standardized client status report used by all account managers - Revamped the monthly executive call process 
- Participated in operations reorganization with company leadership

HealthSparq

Head Of Account Management

- Built the Member Advocacy team at Collective Health from 0 through first day of operating at scale (30,000+ lives on the platform) 
- Selected and implemented telephony, CRM, and Knowledge Base tools 
- Onboarded new clients, including Uber, SpaceX, Activision Blizzard, Zendesk, and Palantir 
- Maintained a post call +70 NPS 
- Defined, drove, and communicated operational metrics on service support across the organization

CollectiveHealth, Inc.

Senior Operations Manager, Member Advocacy

- Recruited by VP of Customer Success in 2010 for launch of first client - Managed support operations for +1M users when Castlight had its IPO 
- Implemented Salesforce Service Cloud and Knowledge Base, increasing agent 
call-per-day average from 38 to 45 and reducing CSR training time by 2 weeks 
- Implemented Interactive Intelligence, decreasing handle times by 20% 
- Presented enterprise customer service overviews with Castlight Sales Team - Trained employer and health plan partners on Castlight application 
- Achieved 93% post-launch customer satisfaction rating

Castlight Health

Customer Service Manager

Worked with the following industries - Telecommunications, Direct Response Marketing, BPOs, and Start-Ups with a focus on:
•	Voice of Customer Net Promoter and CSAT  Data
•	Designing organization charts and  job descriptions
•	Selecting and managing vendors
•	Pricing models - hourly, minute, call, and device
•	Negotiating contracts
•	CRM implementation
•	Site selection and ramp preparation
•	Site attrition root cause analysis/action plans

independent

Customer Service Consultant

At Credo Mobile my team increased Net Promoter scores and sales conversion rates while reducing cost per sale.

Credo Mobile/Working Assets

Director, Customer Relations

At Affiliated Computer Services, as Director of Client Relations for a $40M LOB, I had responsibility for three call centers with over 700 FTE.

Director, Client Relations

Hired six account managers
Hired five lead generators
Increased online and phone sales of direct mail
Increased average sale

Zairmail

Director of Sales

Managed two contact centers handling over 50K inbound calls/day for telecom clients.

Calibrus

Operations Director

Managed the induction and retention of 180 new teachers in major urban school district

Increased teacher participation in $8M technology grant by organizing tech cadres for up-training

Phoenix Union High School District

Staff Development Specialist, English Department Chair, English Teacher

Opened larger location and doubled revenue
Opened second location
Implemented electronic book orders

Mark Hollis