Experience

Philips Ambulatory Monitoring & Diagnostics

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Compliance Analyst

  • sep. 2021 - - nå

  Responsible for e-learning and live Compliance training & education for over 2,000 employees.Led yearly compliance training with an average 95% completion rate for existing employees and new hiresFacilitated quarterly compliance committee meetings Manage 60+ DME facility and business licensing Led customer operations in redeveloping patient health information forms to include new business requirements Assisted in company-wide marketing materials to include input from compliance Manage company-wide communications through newscast tv monitors Assisted in redeveloping of company-wide policies and procedures LED internal and external websites enhancements to include compliance education HCCA active memberManaged internal compliance content page

• Diversity and Inclusion Ambassador/Change Management

  • nov. 2020 - - nå

  Developing company-wide diversity and inclusion programs primarily focusing on training and development programs. Led internal Change Management Motivational team to help spread awareness through achievements and motivational strategies

• Patient Services Inbound Supervisor

  • aug. 2018 - sep. 2021

  Resolve customer complaints, special cases and answer customers' questions regarding policies and procedures as they arise. Implement corporate and departmental policies, procedures, and service standards in conjunction with management. Interpret and communicate work procedures and company policies to staff. Supervise the customer care employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action. (QA, Productivity, Company Policies). Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. Initiate disciplinary action when needed. Train or arrange for training and instruct employees in job duties and company policies. Provide Statistics regarding Job Performance on a Bi-Weekly/Monthly basis. Utilize Real Time Phone System to Monitor Phone Statistics. Review records and reports pertaining to activities such as production, call volume, payroll, and shipping to forecast, monitor work activities, and evaluate performance. Arrange schedule and ensure appropriate coverage, handle Customer Service Inbound Calls as needed, approve Time-Off Requests/ Payroll, recruit, interview, and select employees.

• Sales and Enrollment Supervisor

  • feb. 2017 - jul. 2018

  Sales Support and Enrollment - Oversee multiple Regional Enrollment Teams to ensure company goals are met. Responsible for timely intake, benefit verification and authorization processes. Manage team members with World Class Customer Service and training current employees and new hires. Maintains positive rapport and strong feedback with internal customers. Responsible for timely feedback regarding QA results and performance suggestions.

• Sales and Enrollment Specialist

  • sep. 2013 - jan. 2017

  Primary interface with Account Executives and Medical staffResponsible for coordinating internal communication for Account Executives between respective departments (Customer Outbound, Patient Education, Customer Inbound, Monitoring Center, Clinical Admin, etc.) Responsible for recording, analyzing, tracking, trending and reporting, Account Executive inquiries and feedback related to service levels. Proactively surveying and seeking feedback from Account Executives



Hibu

• Advertising Services
• 700 & Above Employee

• US Site Localization

  • apr. 2012 - mar. 2013

  Launch and on-going support of US hibu business siteAssess US requirements for the site in terms of supporting strategic initiatives Co-ordinate with local go-to-market marketing and sales teamsGeo specific content & community inputReflect US requirements and inputs throughout other key areasInput into work stream assessing new account platform integrationRecommend and prioritize items with build partner to assess feasibility

• Associate Product Manager - Channel Product Mgmt

  • jun. 2011 - apr. 2012

  Liaison between Product Management and the rest of the organization to ensure system functionality, support and customer expectations are met Work on entry level product enhancements to implement smaller scale improvements Provide support for partner relationships applicable to add-on functionality and content within portal. Act as a support role on larger projects to continue personal development and prepare for overall product management.Analyze market best practices and solutions for self-service and customer-service portals to ensure the company remains on the cutting edge for these offeringsHelp evaluate customer satisfaction and performance information applicable to self-service portal

• New Media Interactive Marketing Manager

  • sep. 2007 - jun. 2011

  Managed relationships w/clients & vendors, website application & interactive multimedia development. Obtained full understanding of the online consumer as well as the competitive landscape and determined how to best market & customize relevant promotions to specific audience demographic segments. Up-to-date on popular/internet culture (social networking, blogs, wikis, etc.). Provided strategic insights & recommendations, work w/media buying & advertising on websites.

• Internet Hotline Analyst

  • sep. 2005 - aug. 2007

  Answer Internet help line and document all calls within Internet System.Research issues relating to Yellowbook.com errors using root cause analysis. Provide accurate assessment of responsibility and root cause and record in the Internet System database.Participate in website testing when necessary.Learn systems research processes for claim and other investigations.

• Customer Service/Claim Representative

  • feb. 2005 - sep. 2005

  Primary point of contact for customers, sales representatives and sales managers concerning specialized customer account claim questions/concerns.Resolve issues regarding customer accounts on their print and yellowbook.com advertising.Answered inquiries regarding company, product and the market. Assisted customers with changes to their advertising and monitored specified accounts to ensure the accuracy of their advertising program. Received inbound calls from customers inquiring on their product, handled all billing inquiries, edit account information, as well as made outbound calls to sales reps and customers on accounts which needed additional assistance.