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Work Background
Trinity Management, IncDirector, Strategic Operations
Jul. 2022Oneonta, Alabama, United States
Aria Care Partners Account Executive
Aug. 2021 - Mar. 2023RemoteDeveloping and executing a strategic sales plan to drive revenue growth and meet or exceed sales targets. Identifying and pursuing new business opportunities with potential clients, including hospitals, physician practices, and other healthcare organizations. Conducting research on target clients and their needs, and tailoring sales pitches and proposals to address those needs. Building and maintaining strong relationships with key decision-makers at potential client organizations, including executives, physicians, and administrators. Collaborating with other departments, such as marketing, product development, and operations, to ensure effective and efficient sales and service delivery. Managing the sales process from lead generation to contract negotiation and closing, ensuring timely and accurate reporting of sales metrics. Participating in industry conferences and events to build awareness of the organization and its offerings, and to network with potential clients and partners. Staying up-to-date on industry trends and changes that may impact the organization and its clients. Providing regular feedback to leadership on sales performance and market trends, and collaborating on strategies to address opportunities and challenges.
Aria Care Partners Account Manager - Insurance Agent
Aug. 2020 - Aug. 2021RemoteBuilding and maintaining strong relationships with existing clients, understanding their needs and identifying opportunities to expand the organization's offerings to meet those needs. Developing and executing account plans for each client, outlining key objectives, strategies, and tactics to drive revenue growth and increase client satisfaction. Working closely with other departments, such as sales, implementation, and support, to ensure effective and efficient client service delivery. Identifying upsell and cross-sell opportunities within existing client accounts, and working with sales and product teams to develop and present proposals to clients. Ensuring timely and accurate reporting of client metrics, including revenue, usage, and satisfaction metrics. Collaborating with product and development teams to ensure that client feedback is incorporated into product development and roadmaps. Participating in client meetings and presentations, including executive-level presentations, as needed. Maintaining a thorough understanding of the healthcare industry, including trends and changes that may impact clients and the organization. Managing and resolving client escalations and issues, working closely with support and other departments as needed.
Aria Care PartnersCare Advocate - Insurance Agent
Apr. 2020 - Aug. 2020RemoteProviding excellent customer service to patients and their families by answering questions, resolving concerns, and addressing complaints in a timely and professional manner. Assisting patients in scheduling appointments, coordinating treatment plans, and managing their healthcare needs. Collaborating with healthcare providers and facilities to ensure seamless care transitions and effective communication. Providing guidance and support to patients in understanding their insurance coverage and benefits. Conducting regular patient outreach and follow-up to ensure patient satisfaction and retention. Developing and implementing patient education programs to promote healthcare literacy and prevent healthcare issues. Developing and managing patient feedback mechanisms to capture patient feedback and address any concerns. Collaborating with other members of the healthcare team, such as nurses and social workers, to ensure effective and efficient care delivery. Providing training and support to other employees on customer service and patient advocacy best practices.
Aria Care PartnersRetention Specialist - Insurance Agent
Oct. 2019 - Apr. 2020RemoteDeveloping and implementing retention strategies and programs to ensure that patients continue to receive dental care services from the organization. Analyzing patient data and identifying trends to understand patient needs and preferences. Developing targeted marketing campaigns to promote the organization's services to existing patients. Providing excellent customer service to patients to ensure their satisfaction and loyalty. Developing and implementing patient feedback mechanisms to capture patient feedback and address any concerns. Collaborating with other departments, such as marketing and operations, to ensure alignment on retention strategies and programs. Providing training and support to other employees on retention strategies and programs. Conducting regular evaluations of retention strategies and programs to assess their effectiveness and identify areas for improvement. Developing and managing retention-related budgets, forecasts, and financial plans.
Aligned TekDirector of Operations & Human Resources
Feb. 2018 - Feb. 2019Birmingham, AlabamaOperations: Managing and overseeing the operations of the company, including project management, service delivery, and support services. Developing and implementing operational policies and procedures to ensure efficient and effective operations. Developing and managing budgets, forecasts, and financial plans to achieve business goals. Leading and managing a team of employees to ensure that business goals are achieved, including hiring, training, and performance management. Developing and implementing strategies for business growth and expansion. Identifying and managing risks and developing strategies to mitigate them. Establishing and maintaining relationships with key stakeholders, including customers, vendors, and partners. Ensuring compliance with relevant laws, regulations, and industry standards. Analyzing and evaluating business performance to identify areas for improvement. HR: Managing and overseeing the HR function of the organization, including recruitment, performance management, employee relations, compensation, and benefits. Developing and implementing HR policies and procedures to ensure compliance with relevant laws and regulations, as well as to create a positive employee experience. Leading and managing a team of HR professionals to ensure that HR goals are achieved. Providing guidance and support to managers and employees on HR-related issues. Ensuring that the company's culture, values, and ethics are reflected in HR policies and practices. Collaborating with other departments, such as finance and legal, to ensure alignment on HR-related issues. Developing and implementing training programs for employees on HR-related topics.
Keep IT Simple - Medical and Dental Technology SolutionsOperations Manager
Nov. 2016 - Feb. 2018Birmingham, Alabama AreaManaging and overseeing the operations of the company, including project management, service delivery, and support services. Developing and implementing operational policies and procedures to ensure efficient and effective operations. Developing and managing budgets, forecasts, and financial plans to achieve business goals. Leading and managing a team of employees to ensure that business goals are achieved, including hiring, training, and performance management. Developing and implementing strategies for business growth and expansion. Identifying and managing risks and developing strategies to mitigate them. Establishing and maintaining relationships with key stakeholders, including customers, vendors, and partners. Ensuring compliance with relevant laws, regulations, and industry standards. Analyzing and evaluating business performance to identify areas for improvement.
Greenway HealthManager, Customer Support
Oct. 2015 - Dec. 2016Birmingham, Alabama Area• Managing a team of technical support representatives who provide Level 1 and Level 2 support to customers using Greenway Health EHR software. Developing and implementing customer service policies and procedures to ensure a positive customer experience. Conducting regular customer satisfaction surveys and analyzing feedback to identify areas for improvement. Collaborating with other teams, including software development and customer success, to identify and resolve technical issues and improve the overall customer experience. Managing customer escalations, working to resolve issues quickly and effectively and communicating with customers to ensure their satisfaction. Developing and delivering training programs to customers to improve their understanding and use of the software. Developing and managing the customer support budget, ensuring that resources are allocated appropriately to support customer needs. Keeping up-to-date with the latest updates and features of Greenway Health EHR software and ensuring that the customer support team is properly trained on new functionality.
Greenway HealthLevel 1 & Level 2 - Team Lead
Nov. 2014 - Oct. 2015Birmingham, AlabamaManaging a team of technical support representatives who provide Level 1 and Level 2 support to customers using Greenway Health EHR software. Conducting regular performance evaluations and providing coaching and feedback to team members to improve their performance and development. Monitoring team performance metrics, including customer satisfaction, response times, and ticket resolution rates, and taking action to address issues and improve performance. Collaborating with other teams, including software development and customer success, to identify and resolve technical issues and improve the overall customer experience. Developing and implementing team goals and objectives in line with the broader company strategy. Managing customer escalations, working to resolve issues quickly and effectively and communicating with customers to ensure their satisfaction. Keeping up-to-date with the latest updates and features of Greenway Health EHR software and ensuring team members are properly trained on new functionality.
Greenway HealthCustomer Experience Manager
Dec. 2013 - Nov. 2014Birmingham, Alabama• Building and maintaining relationships with SuccessEHS, and Media Dent clients, serving as their primary point of contact for all issues related to the software. Conducting regular check-ins with clients to understand their needs and address any issues or concerns they may have. Identifying opportunities to upsell additional SuccessEHS products and services to clients to enhance their experience and improve outcomes. Collaborating with SuccessEHS sales teams to identify and pursue new business opportunities with existing clients. Developing and delivering presentations to clients on the benefits and features of SuccessEHS software. Managing contract renewals with existing clients, negotiating terms, and ensuring client satisfaction. Tracking and analyzing client usage data to identify trends and opportunities for improvement.
Greenway HealthDental Solutions Consultant
May. 2013 - Dec. 2013Answering phone calls and emails from customers who are experiencing technical issues with the SuccessEHS, and MediaDent software. Providing Level 1 support by identifying and resolving basic software issues, such as password resets and basic software navigation. Providing Level 2 support by researching and resolving more complex technical issues that cannot be resolved at the Level 1 support level. Documenting all customer interactions and technical issues in a customer relationship management (CRM) system. Escalating unresolved issues to Level 3 support, as needed. Keeping up-to-date with the latest updates and features of the SuccessEHS, and MediaDent software. Providing exceptional customer service by ensuring that all customer interactions are professional, timely, and effective.
Diamond Smiles DentistryDental Assitant
Oct. 2010 - Mar. 2013Preparing the treatment room by ensuring that it is clean and well-stocked with necessary supplies and equipment. Assisting the dentist during dental procedures by passing instruments, suctioning, and taking dental x-rays. Sterilizing and disinfecting dental instruments, equipment, and surfaces according to infection control guidelines. Taking and recording patient medical and dental histories, as well as updating patient records and charts. Educating patients on proper oral hygiene techniques and providing post-operative instructions. Assisting with scheduling appointments, answering phone calls, and managing patient files and records. Managing inventory levels and ordering supplies and equipment as needed. Send out statements and recall postcards on the 1st of the month Carry out any specific task asked by the Doctor quickly and efficiently
SynovusTeller
Dec. 2009 - Dec. 2010•Assisting customers with cash and check transactions, including deposits, withdrawals, and transfers. Educating customers on the bank's products and services, including loans, savings accounts, and credit cards. Providing customers with account balances and other account-related information. Identifying customer needs and referring them to appropriate bank personnel for additional assistance. Maintaining accurate and up-to-date records of customer transactions and interactions. Balancing cash drawers and reconciling transaction records at the end of each shift. Assisting with opening and closing procedures, including securing the bank's cash and other assets.
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