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Work Background
PodimetricsDirector, Patient Support
Mar. 2024United StatesOversee multi-channel patient support operations, optimizing workflows to enhance service efficiency and patient engagement.
Drive cross-functional collaboration between patient support, sales, marketing, and clinical teams to improve operational performance.
Implement data-driven workforce management and quality assurance strategies, ensuring HIPAA compliance and regulatory adherence.
PodimetricsSenior Manager, Patient Support
Jun. 2023 - Mar. 2024Managed a team at Podimetrics to optimize patient care processes and improve service quality, resulting in exceptional support for individuals utilizing health management solutions. • Received the Podimetrics Difference Maker Award for outstanding contributions to patient support and team leadership.
• Implemented strategies to streamline patient care processes and enhance overall service quality.
PodimetricsManager, Patient Support
Apr. 2022 - Jun. 2023
MaximusCustomer Service Manager
Oct. 2021 - Apr. 2022RemoteProvide oversight and day-to-day management of program demands including customer requirements, business processes, systems, budget, and operations to ensure performance metrics are met Manage individual and team activities, workload, and priorities in support of departmental objectives with responsibility for results, including costs, quality, timeliness, and effectiveness Monitor and maintain employee documentation and projects such as timesheets, employee information, attendance tracking, disciplinary action, terminations, coaching, and adherence to policy Communicate relevant performance trends, patterns, and issues to project/analytics staff and organization hierarchy regularly and in a timely fashion Frequently interact with employees, customers, and/or functional peer group managers by communicating, attending, and participating in meetings Effectively communicate and support the company’s/program’s vision and goals to team and peers Contribute to the review, update, and documentation of standard operating procedures while making recommendations for improvement Analyze data and reports to determine the root cause of poor performance and implement mitigation efforts to improve performance while following International Organization for Standardization (ISO) best practices and processes Develop teams through coaching, motivation, delegation, performance evaluation, addressing behavioral/interaction issues, accountability, and (when necessary) timely administration of progressive discipline and terminations
MaximusDeputy Operations Manager / Project Ombudsman
Mar. 2021 - Oct. 2021Serves as the Deputy Operations Manager providing leadership to a team of Customer Service Supervisors and agents through various communication channels within Operations meeting MAXIMUS and Vermont UI Emergency Call Center Project program objectives and service level agreements Responsible for the leadership, operational oversight, and management of deliverables for two specialized teams:
Adjudication Fact Finding
Concierge Supervises the work of customer service supervisors and agents to ensure adherence to quality standards, and proper procedures, correcting errors, or problems Provides supervisors and agents with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes Reviews records or reports pertaining to activities such as production, to verify details, monitor work activities and evaluate performance.
MaximusResolution & Adjudication Support Supervisor
Aug. 2020 - Sep. 2021Remote
MaximusResolution Supervisor
Jun. 2020 - Aug. 2020
MaximusCall Center Supervisor
May. 2020 - Jun. 2020
Apptical Corp.Operations Supervisor
Jun. 2015 - Oct. 2019● Developed and launched an employee intranet site utilizing Google Sites that increased virtual employee engagement and gave easier access to training materials
● Resolve customer complaints or answer customers' questions regarding policies and procedures.
● Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
● Review records or reports pertaining to activities such as production, to verify details, monitor work activities and evaluate performance.
● Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
● Executed and reviewed all account audits and monthly operating reports for various clients along with 15-20 employee made calls per week to ensure the company standards and levels of service were consistently met
● Broadened the talent pool by initiating relationships with schools and military bases which provided opportunities to recent graduates and military spouses
● Saved $300-$600 weekly by introducing an on-call schedule to be used during slow times
● Increased employee morale by introducing an Accident Forgiveness program to give grace to a long-standing employee in the instance a procedural mistake is made
● Supervised up to 40 employees during periods of high volume, served over 9,000 clients and ensured implementation of call center policies, operations and performance standards were understood and followed by agents
● Developed process efficiencies by creating email templates for faster and more accurate communication and tracking which improved the quality of a team’s performance
● Review activity reports and performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program improvement.
United States Marine CorpsAdministrative Clerk
Apr. 2002 - Apr. 2006Camp Lejeune, North Carolina● Research, interpret, analyze and apply DOD guidelines, policies, regulations, etc. as well as establish policies and procedures for accomplishment of administrative services.
● Maintenance of military files (1000-2500) in accordance with the HIPPA, Personal Identifiable Information
● (PII), and D.O.D regulations.
● Maintain Squadron manpower and accountability reports.
● Process all HR/Personnel actions; maintain training records, conduct annual and semi-annual physical training.
● Develop and maintain all Units publications and directives
● Data entry, compose general correspondence for Unit accordance with DoDPM (DoD Military Pay &; Allowance Entitlements Manual).
● Audit MOS (Positions) to ensure all annual and semi-annual training is met.
● Manage Unit’s Publication system for all position to ensure that all regulatory manuals are updated per
● DOD regulations.
● Trusted HR Liaison/advisor to management officials of the detachments in Jordan; Iraq; and Kuwait on avariety of complex HR, benefits, legal/EEO, and career planning issues.
● Review LES/My Pay for accuracy.
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