Manager of Customer Experience

• Sep 2023 - Present

Inside Sales Manager, Customer Experience Team

• Dec 2022 - Sep 2023

National Manager of Sales Enablement

• Jul 2020 - Dec 2022

As a Sales Enablement Manager I am responsible for designing, developing, and delivering high impact sales enablement programs and trainings that are experiential, drive behavior change, and increase performance of our sales teams. A dynamic leader also charged with change management and integration of multiple teams across a nationwide company, I count the improvement and success of our team as my benchmark for success.

Area Director

• Jan 2016 - Jul 2020

• Manage and develop 20 employees cross-functionally throughout a thirteen-state region for the sales division of Air Medical Group Holdings.• Oversee 10-25 direct report membership sales managers and work cohesively with 7 peers across the country. • Finished 2018 at 150% and 2019 at 101% to production budget; led a team which consistently achieved the top three categories in the company.• Analyze local referral data, develop targeted marketing and sales initiatives, implement strategies, monitor effectiveness and adjust tactics to increase sales production.• Measure sales performance of Membership Sales Managers and team achievement of sales production goals, i.e. reporting systems, customer satisfaction, etc., through customer satisfaction and interaction.• Educate referral sources concerning services offered, levels of care and organizational processes and maintain positive relationships through frequent communication.• Collaborate closely with staff to ensure alignment and communication between departments and organizations.• Manage line item departmental budget for advertising, travel, merchandise, printing, and continuing education in addition to production budgets.• Recruit, train, and manage 8 new Membership Sales Managers across the region in 2019. • Special projects including new hire orientation for partner organizations, new employee training manual, and C-Suite interactions for membership.• Identified and addressed turnover rate for Membership Sales Managers through cross-collaboration and implementation of new curriculum and a standardized training manual; goal to decrease 12% turnover rate to less than 10% and increase production by 5% in the first six months the employee is employed. • Developed a training academy model for continuing education for Membership Sales Managers and peer Area Directors to increase knowledge, performance, and retention of personnel; implementation schedule for first quarter 2020. Show less

Registered Nurse (PRN Nurse)

• Sep 2017 - Oct 2018

• Administered medications and treatment to patients and monitored responses while collaboratively coordinating with healthcare teams to adjust care plans. • Monitored patient condition, including interpreting and tracking EKG readings, identifying irregular telemetry readings and updating team members on changes in stability or acuity. • Educated patients regarding adopting alternative lifestyle choices, dramatically reducing the chance of symptom reoccurrence. • Informed patients and families of effective treatment options and at-home care strategies, enhancing long-term outcomes. Show less

Program Manager

• Jun 2013 - Jan 2016

• Trained and evaluated employees in clinical care, quality assurance measures, completion of required continuing education, development and continuance of safety practices, and marketing and business development tactics. • Managed and lead 15 individuals at a fixed-wing air ambulance base. Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals. • Conducted strategic business development and marketing of the program in a five-state region, including a complicated political relationship with multiple existing flight programs in the area. • Researched market and identified trends to capture new market share and increase revenue. • Increased Flight Volume request by 20% through dedicated efforts of marketing, strategic business development, relationship building and employee development to increase referral sources; provided extensive customer service and recovery during system malfunctions. • Met with project stakeholders on a regular basis to assess progress and make adjustments. Show less

RN Extender/Paramedic

• Aug 2014 - Apr 2015

• Documented patient information obtained from interviews concerning symptoms, medications and prior treatment. • Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency. • Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use and disease management. • Collected blood, tissue and other laboratory specimens and prepared for lab testing. • Documented patient information obtained from interviews concerning symptoms, medications and prior treatment. • Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency. • Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use and disease management. • Collected blood, tissue and other laboratory specimens and prepared for lab testing.

NREMT - Paramedic (PRN)

• Jun 2008 - Jun 2013

• Administered tests and medication to stabilize patients in field or in transit. • Communicated with lucid patients or bystanders to gather incident and medical history information. • Evaluated patient vital signs and status to determine care needs. • Used a multitude of specialty equipment and sensors to collect data on triaging, medications and patient conditions. • Critical care ground inter-facility transports to a higher level of care. • Administered tests and medication to stabilize patients in field or in transit. • Communicated with lucid patients or bystanders to gather incident and medical history information. • Evaluated patient vital signs and status to determine care needs. • Used a multitude of specialty equipment and sensors to collect data on triaging, medications and patient conditions. • Critical care ground inter-facility transports to a higher level of care.

Product Line Manager

• Sep 2006 - Jun 2013

• Supported business development efforts of all hospital departments with special emphasis on clinical departments; increased business by 10%. • Managed internal and external product lines in an agency style marketing department supporting multiple Critical Access Hospitals, their leadership needs, and multiple vendor requirements for business development. • Collaborated with VP to formulate the physician’s recruitment campaign; resulted in hiring 15 new physicians. • Identified customer desires and generational responses to different cues, created concepts and worked in partnership with the design team to deliver a fully customizable template system including a guidebook, individual postcard follow-up mailers, a video, and targeted recruitment pieces to e-mail prospective candidates. • Built brand from third-party agency design; formed building blocks of color and graphic elements into a series of templates for complete promotional branding. • Wrote and trained on multiple aspects of Hospital Incident Command for Regional West Health Services post 9/11 including protocols, procedures, scripts for release of information, role-specific job duties, and contract manuals for reaching partner agencies. • Served as Studor Group Service Excellence trainer for the customer service department. • Mentored and guided executive team, clinicians, and board members during business development decision-making to optimize profitability, marketing strategy and communications planning to better serve the hospital and community. • Established quality education programs bridging the gap between clinical product lines and the marketing department. • Increased flight volume for flight program and ER by nearly 200% with the incorporation of public relations. • Managed full-cycle marketing and advertising strategies including estimating costs, managing resource allocation and adjusting production schedules to ensure success. Show less

NREMT - Intermediate-99 (PRN)

• Aug 2007 - Jun 2008

• Stayed in constant communication with patients to continuously maintain care and comfort during transportation. • Responded to 8 daily emergencies alongside firemen and EMTs. • Monitored patient status during ambulance transport and transfer. • Delegated life-saving tasks to provide comprehensive treatment to triaged patients in emergency situations. • Stayed in constant communication with patients to continuously maintain care and comfort during transportation. • Responded to 8 daily emergencies alongside firemen and EMTs. • Monitored patient status during ambulance transport and transfer. • Delegated life-saving tasks to provide comprehensive treatment to triaged patients in emergency situations.

NREMT - Basic (PRN)

• May 2005 - Aug 2007

• Administered basic life support treatments to patients in an emergency setting to provide comprehensive treatment to triaged patients in emergency situations. • Stayed in constant communication with patients to continuously maintain care and comfort during transportation. • Responded to 8 daily emergencies alongside firemen and EMTs. • Monitored patient status during ambulance transport and transfer. • Administered basic life support treatments to patients in an emergency setting to provide comprehensive treatment to triaged patients in emergency situations. • Stayed in constant communication with patients to continuously maintain care and comfort during transportation. • Responded to 8 daily emergencies alongside firemen and EMTs. • Monitored patient status during ambulance transport and transfer.

Director of Community Involvement

• Feb 2002 - Sep 2006

• Supported business development efforts of all hospital departments with special emphasis on clinical departments and outreach; created and designed advertising materials, wrote newspaper features, and patient education materials to support business development efforts. • Created, developed, and implemented the Public Relations and Marketing Department at MHC. • Led and managed a multimillion-dollar Health Center Foundation, donor relations, and fundraising efforts including golf tournaments and capitol fundraising campaigns. • Primary grant writer with 100% success rate ranging from lower $100s to $100,000+; total of $300,000 primary or cowriter. • Oversight of Volunteer Services department serving the main hospital, auxiliary, and extended care facilities in recruitment, training, scheduling and day-to-day oversight. • Managed promotional initiatives and special events to enhance press coverage and boost participant numbers. • Created and implemented fundraising goals, collections policies, security standards and disbursement plans implemented a million-dollar capitol campaign for a new wing of the hospital raised approximately $100,000 yearly. • Developed and promoted center brand, images and identity to media and public. • Built and strengthened industry partnerships to improve community relations, amplify coverage and maximize effectiveness of marketing strategies. Show less