Client Success Manager

• Aug 2021 - Present

Leads the account management team in providing exceptional service in alignment with Heed policies while driving the standardization and formalization of processes and procedures for all account management related activities. Oversees client accounts and the assignment of new clients to account managers. Drives the development and ongoing improvement of account management team including SOPs and processes that increase efficiency and quality of team's work. Ensures the team is meeting all client expectations and KPIs on a weekly basis. A lead support to the sales team in managing timelines and expectations in planning and executing all components of onboarding and service set-up. Develops program packages and protocols to assist our sales team in generating new business.

Account Manager

• Nov 2020 - Aug 2021

Accountable for delivering high quality services to clients through day-to-day account management while maintaining a culture of operational excellence, outstanding customer service and relationship management. Directly contributed to key business outcomes such as client retention, client satisfaction and enhancing Heed's resources for all organizations, schools, businesses and universities. Responsible for onboarding of all client groups and a liaison between client and the Heed clinical operations team. Secured existing business and drove the sales of additional services while coordinating appropriate resources and protocols for employers according to COVID-19 risk management needs.

Community Health Grants Program Coordinator

• Jul 2018 - Sep 2021

Spearheaded over 80 community health programs specifically serving underserved communities with chronic diseases, while maintaining state funded grants of over $100,000 annually. Established action plans, launched programs, performed and achieved fulfillment, measured progress and reported closeout stages. Provided daily monitoring of the grants, including monthly grant performance updates and timely compliance with all reporting requirements. Led training seminars while managing a team of 20+ facilitators. Supported Salesforce production, training and grant data acquisition.

Community Health On-Site Coordinator

• May 2014 - Jul 2018

Supervised all corporate events, on-site clinic staff and community/corporate partners and volunteers. Worked directly with corporate wellness coordinator in development and preparation of corporate wellness goals. Collaborative work on marketing ideas for creating and maintaining new client relationships. Worked directly with physician business development team in building physician-community rapport. Determined health care needs/costs of corporate companies and identified beneficial wellness events, while executing the sales terrain. Built innovative and interactive presentations with health educators.

Marketing Coordinator Corporate Wellness

• Jan 2017 - Aug 2017

Established, developed and maintained relationships with Tampa Bay area employers. Responsible for marketing, coordination, implementation and follow-up of corporate wellness activities. Fostered communication among corporate wellness partners, physicians, internal service lines, marketing department, physician business development team and the health care system. Consultant to the employer market recommending services designed to decrease health care costs and improve the health of their employees. Pursued sales opportunities for development and expansion in relationship with wellness brokers and insurance representatives.

System Administrator In Lyons Software CBISA

• Nov 2015 - Feb 2017

Worked directly with department managers, reporters, and finance liaison to develop and complete annual narratives for St. Joseph’s Hospitals including Financials, Benefits to the Community and Tax Benefit reports. Highly adept in the "Guide for Planning and Reporting Community Benefit" and other state and local grant regulations. Certified by the Catholic Health Association of the United States in Community Benefit 101: The Nuts and Bolts of Planning and Reporting Community Benefit.

Screening Technician

• Apr 2015 - Jul 2015

Customer Service Representative

• Jan 2015 - May 2015

Consumer Engagement Consultant

• Jul 2020 - Aug 2021

A consultant within Humana's client management team optimizing health benefit programs specifically related to wellness. Established well-being and engagement plans to drive consumer activation while improving the client's overall Humana experience. Educated, promoted and supported clients and members on Go365 programs and health insurance benefits. A consultant within Humana's client management team optimizing health benefit programs specifically related to wellness. Established well-being and engagement plans to drive consumer activation while improving the client's overall Humana experience. Educated, promoted and supported clients and members on Go365 programs and health insurance benefits.

Professional Development

• Feb 2013 - Feb 2013

Professional Development

• Oct 2012 - Oct 2012

Volunteer

• Jun 2012 - Jun 2012

Volunteer

• Feb 2011 - May 2011