Director of Customer Experience

• Apr 2022 - Present

In this senior leadership role, I am responsible for developing and managing the customer experience strategy and framework across all channels. This includes leading the delivery, customer success, and customer service team, developing and implementing customer experience initiatives, and driving customer satisfaction. I'm leading the customer experience team in creating a culture of continuous improvement and implementing agile framework for the product delivery and implementation team. Developing processes to measure, analyze, and report on key performance indicators related to customer satisfaction. Identifying areas of improvement in the customer experience and develop strategies to address them. Also, collaborating with other departments such as sales, marketing, product development in order to create an integrated approach to providing and exceptional customer experience

Senior Director, Center for Customer Excellence

• Aug 2020 - Apr 2022

As Senior Director, I manage the Onboarding, EDI, Customer Advocacy, Customer Support, and Integration teams. Serve as technical teams’ advisor to develop, fulfill, and execute client objectives. Define and implement new client processes from welcome to launch. Collaborate across internal and external teams to generate SOPs, policies, onboarding manual, playbooks, and strategic partnerships. Enhanced business strategy and increased employee satisfaction by initiating cross-department huddles, training, SMART goals, and incentive program. Areas of expertise include:✰ Project Management✰ Strategic Planning & Execution✰ Remote Management

Director of Implementations & Integrations

• May 2019 - Aug 2020

Senior Project Manager, IT

• Oct 2017 - May 2019

While serving in this role, I co-developed fiscal and budget forecasting plans to ensure budgetary constraints were adhered to and timelines were maintained. I also consolidated, documented, and reported relevant data and project information to senior leaders and interfaced across teams and business partners to deliver projects and fulfill initiatives. Areas of expertise include: ✰ Agile Project Management ✰ Continuous Process Improvement ✰ Time Management While serving in this role, I co-developed fiscal and budget forecasting plans to ensure budgetary constraints were adhered to and timelines were maintained. I also consolidated, documented, and reported relevant data and project information to senior leaders and interfaced across teams and business partners to deliver projects and fulfill initiatives. Areas of expertise include: ✰ Agile Project Management ✰ Continuous Process Improvement ✰ Time Management

Client Success Manager

• Dec 2015 - Oct 2017

In this leadership role, I facilitated multiple concurrent projects from implementation through handoff, reporting to the VP of Operations. I worked to optimize resource use to enable cost-savings, identify upsell opportunities, and meet business objectives. I also specialized in relationship building and management across business ecosystem of partners and stakeholders. Areas of expertise include: ✰ Resource Optimization ✰ Project Management ✰ Leadership & Employee Training

Director of Field Operations & Informatics

• Jan 2014 - Dec 2015

As Director of Field Operation and Informatics, I oversaw and streamlined a major electronic records implementation project for multiple remote sites, in addition to directing multi-state medical billing processes for over 30 providers designed to increase efficiency and improved implementation strategies. Areas of expertise include: ✰ Project Management ✰ Continuous Process Improvement ✰ Technical Leadership As Director of Field Operation and Informatics, I oversaw and streamlined a major electronic records implementation project for multiple remote sites, in addition to directing multi-state medical billing processes for over 30 providers designed to increase efficiency and improved implementation strategies. Areas of expertise include: ✰ Project Management ✰ Continuous Process Improvement ✰ Technical Leadership

Implementation Consultant

• Nov 2011 - Dec 2013

Responsible for the implementation training and go-live support for a practice’s staff on the use of Aprima’s Electronic Health Record (EHR) and Practice Management Information System (PMIS). Worked closely with the staff on workflow analysis; the design, development and implementation of processes, reports and templates; and the training of end users on system utilization including support during and after the go live period. Responsible for the implementation training and go-live support for a practice’s staff on the use of Aprima’s Electronic Health Record (EHR) and Practice Management Information System (PMIS). Worked closely with the staff on workflow analysis; the design, development and implementation of processes, reports and templates; and the training of end users on system utilization including support during and after the go live period.

Physician Patient Accounts Specialist

• Apr 2011 - Nov 2011

Manage and edit daily charges, Facilitate the correction of any errors related to the process of patient accounts, Balance receipts, Check status of outstanding claims, Provide assistance with patient's concerning their accounts, Post insurance payments assuring accurate payment, Denial management, Reduced outstanding A/R by 80%, Trained all staff on front desk operations of new EHR software implemented. Manage and edit daily charges, Facilitate the correction of any errors related to the process of patient accounts, Balance receipts, Check status of outstanding claims, Provide assistance with patient's concerning their accounts, Post insurance payments assuring accurate payment, Denial management, Reduced outstanding A/R by 80%, Trained all staff on front desk operations of new EHR software implemented.

Collections Specialist/Safety Officer

• Aug 2008 - Apr 2011

Assisted in training new employees on office flow and systems, Managed patient and insurance A/R, Balanced the operating room schedule, Collaborated with Business Office Manager and Administrator to achieve AAAHC accreditation, Reduced A/R days from 180 to 35, Promoted to facility Safety Officer in addition to current position, Provided annual safety training to all staff, Administered annual, monthly and quarterly drills. Assisted in training new employees on office flow and systems, Managed patient and insurance A/R, Balanced the operating room schedule, Collaborated with Business Office Manager and Administrator to achieve AAAHC accreditation, Reduced A/R days from 180 to 35, Promoted to facility Safety Officer in addition to current position, Provided annual safety training to all staff, Administered annual, monthly and quarterly drills.

Accounts Receivable/Payable Clerk/Warranty Administrator

• Feb 2008 - Oct 2008

Processed accounts payables and receivables for the dealership, Reconciled monthly bank statements, Promoted to Warranty Administrator in addition to current position. Processed accounts payables and receivables for the dealership, Reconciled monthly bank statements, Promoted to Warranty Administrator in addition to current position.

X-ray Technologist/Chiropractic Assistant

• May 2003 - Feb 2008

Trained new staff on workflow and software, Established standardized forms for the office, Managed flow of patients through a high volume office, Maintained patient checkout and scheduling procedures, Managed clinic insurance and patient A/R. Trained new staff on workflow and software, Established standardized forms for the office, Managed flow of patients through a high volume office, Maintained patient checkout and scheduling procedures, Managed clinic insurance and patient A/R.