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Work Background
Inspire Medical SystemsSr. Manager Patient and Physician Services
Jan. 2023Minneapolis• Implemented workflows to enhance patient services, increasing service levels and customer satisfaction
• Recruited and trained a team of Patient Services leaders to foster a culture of excellence
• Created survey programs to improve communication with patients and providers, exceeding industry standards in customer satisfaction scores
Inspire Medical SystemsManager Patient and Physician Services
Jul. 2019 - Dec. 2022Greater Minneapolis-St. Paul Area• Developed vision, strategy, and initiatives for Patient and Physician Services team at Inspire Medical Systems.
• Led the implementation of a customized CRM platform to manage customer interactions and track case progress.
• Established technical expertise on Inspire products to provide exceptional support to patients and customers.
MedtronicTechnical Writer
Apr. 2017 - Jul. 2019Wrote and managed up to 48 device manuals for defibrillator platform project
MedtronicSr. Supervisor - CRHF Customer Service
Aug. 2015 - Apr. 2017Manage operations for Cardiac Rhythm Heart Failure division overseeing the West Region resulting in over $45 million in bulk revenue on a quarterly basis. Developed Supervisor metrics resulting in increased accountability across all leaders at Supervisor level.
Supported Pelvic Health to develop a service strategy for mobile application for Gastro-Urinary patients.
Main lead for hiring, recruiting, scheduling and interviewing for all of Customer Service resulting in 55 candidates in Q4 and 21 candidates in both Q2 and Q3.
MedtronicSr. Supervisor - Neuromodulation Customer Service
Jan. 2013 - Aug. 2015Minneapolis, MinnesotaManaged Neuromodulation Customer Service operations. Implemented strong focus on Cy Wakeman's Reality Based principles throughout team and organization. Led Customer Care's Employee Action Team resulting in volunteer events, first and second annual holiday program and activities focused on improving employee development and morale. Created the only self-directed team in Customer Service to oversee and comply to details of Consent Decree delivered by the FDA pertaining to the Synchromed II Pump.
MedtronicPrincipal Patient Registration Specialist
Nov. 2011 - Dec. 2012- Responsible for coaching and mentoring all employees within the PRS team.
- Served as internal expert for registration processes and department standards
- Created and led Jollification Week improving employee morale and performance. This particular week of activities is still taking place today. - Assisted in cross-training employees across Patient Contact Solutions. - Implemented rollover feature reducing amount of dropped calls and overall wait time for callers
- Acted as liaison with training team to enable process changes and training standards
- Provided project management and led tasks as business needs arise
- Demonstrated initiative and innovation by recommending solutions that add value to customers and enhance employee productivity, quality, and improve morale
MedtronicPatient Registration Specialist
May. 2010 - Oct. 2011
Caribou CoffeeShift Supervisor
Apr. 2009 - Apr. 2010
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