Interim Client Director, Customer Success

• Aug 2023 - Present

Customer Success Operations Manager

• Mar 2023 - Present

Associate Manager, Fulfillment Operations

• Jun 2022 - Mar 2023

• Defined and prioritized technical requirements for integrating VMS and MSP systems with client systems based on deep understanding of client's business processes and needs. • Defined automated solutions to facilitate the integration of VMS/MSP technology with client's existing systems such as time and attendance, HRIS, and financial platforms. • Triage and prioritize tickets to determine severity based on business impact and escalate to appropriate product development team for remediation. • Defined acceptance criteria for user acceptance testing for all business impacting bug fixes to Contract Labor Management solution. • Defined and maintained the project plan for a large-scale VMS technology migration.• Identified functional gaps across disparate VMS and MSP technology solutions to identify areas most impactful to ongoing business operations. • Designed and executed an implementation of 3rd party Outlook integration to accurately track responses from shared mailboxes resulting in increased visibility and accuracy in metric reporting. • Designed a process to migrate over 50 shared mailboxes from HubSpot into Outlook. • Developed and documented a continuous plan for new account creation within the time to response application.• Evaluated team performance and differentiate root cause for process improvement or optimization. • Foster a culture of honesty and value by showing consistent behavior to build trust and model honest and open communication. • Oversee agency operations communication and APN monthly newsletter. • Direct and coordinate activities and large-scale projects with internal departments concerned with integration, product support/development, account management, program management, and account/vendor operations. Show less

Associate Manager, Implementations

• Apr 2022 - Jun 2022

• Developed and operationalized repeatable processes and documentation templates resulting in faster implementation of VSP and MSP solutions while reducing manual errors.• Defined and implemented project plans for the implementation of VMS and MSP solutions for multiple regional healthcare systems. • Provided expertise on industry best practices to help clients achieve desired outcomes when implementing a comprehensive VMS or MSP solution. • Created training and reference materials for clients, vendors, and internal teams for rollout of new processes. • Defined automated solutions to facilitate the integration of VMS/MSP technology with client's existing systems such as time and attendance, HRIS, and financial platforms. • Led the standardization of business practices across cross-functional teams to ensure alignment across multiple verticals. • Identified opportunities to implement additional solutions for member's contract labor program while analyzing existing business processes. • Cultivated long term relationships and trust with executive level sponsors at clients. Show less

Technology and Operations Staff Associate, Vaya Workforce Solution

• Oct 2021 - Apr 2022

Vaya Workforce (created as part of divestiture of CLM division from Vizient)• Implemented VMS technology to automate the collection of onboarding and PII information collection for contact labor workforce at numerous healthcare facilities.• Translated functional requirements to technical requirements for the development of automated reports. • Created ongoing reports to facilitate timesheet cleanup efforts using advanced excel formulas.• Defined and implemented a centralized process for capturing system configuration change requests by deploying workflow driven web-forms using JotForm.• Owned the deployment and configuring of the JotForm solution for the entire Contract Labor Management division. • Configured and updated facilities, rates, and contracts within CLM solution for new and existing members.• Subject Matter Expert (SME) for back-end configurations of the Vendor Management System (VMS) and Contract Labor Optimizer for internal teams. Show less

Staff Associate, Contract Labor Management

• Apr 2021 - Oct 2021

• Implemented VMS technology to automate the collection of onboarding and PII information collection for contact labor workforce at numerous healthcare facilities. • Translated functional requirements to technical requirements for the development of automated reports. • Created ongoing reports to facilitate timesheet cleanup efforts using advanced excel formulas. • Defined and implemented a centralized process for capturing system configuration change requests by deploying workflow driven web-forms using JotForm. • Owned the deployment and configuring of the JotForm solution for the entire Contract Labor Management division. • Configured and updated facilities, rates, and contracts within CLM solution for new and existing clients. • Subject Matter Expert (SME) for back-end configurations of the Vendor Management System (VMS) and Contract Labor Optimizer for internal teams. Show less

Front Office Administrator

• Dec 2020 - Jan 2021

• AdvandedMD EMR system scheduling, patient chart notes for provider, and billing collection/entry. • Handled daily patient scheduling and check-in. • Completed insurance verification for upcoming appointments. • Handled payment collection. • Answered patient calls and overall front desk management. • AdvandedMD EMR system scheduling, patient chart notes for provider, and billing collection/entry. • Handled daily patient scheduling and check-in. • Completed insurance verification for upcoming appointments. • Handled payment collection. • Answered patient calls and overall front desk management.

Compliance Manager

• Feb 2019 - Jan 2020

• Led a team of 10 plus members and successfully addressed compliance related issues along with personnel issues.• Identified and incorporated process improvements resulting in expedited delivery to clients and senior management.• Created and refined Standard Operating Procedures for validating compliance requirements of contract laborers. • Managed contract labor compliance requirements for more than 16 managed services clients across the nation and ensured appropriate configuration within the VMS solution. • Developed documentation of compliance requirements for staff based on hospital and government/state requirements.• Partnered with clients, vendors, and internal sourcing, compliance, and staffing teams to ensure efficient and effective staffing of fully compliant contingent resources. • Compiled ad hoc compliance reports using MS Excel PivotTables and PivotCharts and developed metrics to monitor staff performance, increasing compliance rate and validation. • Collaborated with internal reporting team to help design and set parameters for client performance and status reports in Tableau. Show less

Client/Product Support Specialist

• Aug 2017 - Feb 2019

• Managed day-to-day business needs of over 50 clients in the east coast region with a combined annual spend of over $75 million through reporting, technical support escalation, and configuration of VMS solution. • Served as subject-matter expect to clients regarding the Contract Labor Optimizer VMS solution. • Responsible for generating custom reports using Microsoft Excel PivotTables and PivotCharts depicting member needs and status.• Analyzed data using advanced Excel functions including vlookups, hlookups, and what-if functions to gain insights into bottlenecks in the invoice approval process for clients and partners. • Automated analysis and reporting of data using Excel macros resulting in savings of approximately 20 hours of work per week. • Ensured optimal communications between clients, vendors, and internal management and sourcing teams. • Verified data integrity and accuracy by performing consistent audits of VMS solution. • Continued with systems configuration support and was primary point of contact and SME for internal team regarding back-end configurations. Show less

Systems Configuration Analyst

• Jan 2017 - Aug 2017

• Responsible for converting, validating, and migrating data to from legacy wfx system to new Contract Labor Optimizer VMS system. • Configured and updated facilities, rates, and contracts within VMS solution for new and existing clients. • Primary point of contact and Subject Matter Expert (SME) for back-end configurations of the Vendor Management System (VMS), Contract Labor Optimizer, for internal teams.

Graduate Administrative Intern

• Mar 2016 - Jul 2016

• Compiled, analyzed, and presented findings on the effectiveness of the Shattered Dreams program in reducing underage alcohol consumption as well as contributed to the development of the 2015 Trauma Services Annual Report. • Actively participated in regular planning and prioritization sessions held by the Director of Trauma Services. • Obtained insight into the operations of various departments including Trauma Services and Emergency Management and Safety by shadowing the Director on operational processes and procedures. Show less

Medical Scribe

• Jul 2013 - Jul 2014

• Assisted with development of patient medical records and the accurate documentation of patient information into the Electronic Medical Record (EMR) • Cultivated interdepartmental relationships to gather and report accurate and meaningful data. • Assisted with development of patient medical records and the accurate documentation of patient information into the Electronic Medical Record (EMR) • Cultivated interdepartmental relationships to gather and report accurate and meaningful data.

Office Manager

• Feb 2013 - Jun 2013

• Accurately and efficiently processed sensitive patient information to safeguard data privacy according to HIPAA laws pertaining to PHI and carried out additional administrative tasks. • Built relationships with third party vendors including insurance companies and medical lab partners. • Learned and implemented insurance coding policies for various medical procedures to ensure appropriate and timely processing of insurance claims. • Accurately and efficiently processed sensitive patient information to safeguard data privacy according to HIPAA laws pertaining to PHI and carried out additional administrative tasks. • Built relationships with third party vendors including insurance companies and medical lab partners. • Learned and implemented insurance coding policies for various medical procedures to ensure appropriate and timely processing of insurance claims.