Associate Director/ Director Client Services

• Managed Account Executive, Implementation & Training cross functional teams, overseeing a $10M business operation and increasing ROI by 40%.
• Led $5M CMS multi-level government contract (Kidney Care Choices and Maternal Opioid Misuse) recognized for outstanding performance by CMS contracting office.
• Utilized clinical quality improvement science to drive program effectiveness and address racial, ethnic, cultural disparities and social determinates of health.
• Pioneered executive-level requirements performance scorecard, highlighting operational effectiveness and quality.
• Identified improvement opportunities, driving operational enhancements.
• Championed patient activation and engagement initiatives, leveraging clinical quality improvement science to address disparities and social determinants of health.
• Cultivated strong relationships with healthcare providers, government agencies, and industry organizations.
• Developed and executed patient-centric strategies aligning with organizational objectives, leading to measurable improvements in patient experience.
• Collaborated with internal and external stakeholders to drive patient-centric principles across all operational areas.
• Implemented actionable measurement methodologies to track patient experience initiatives and support a patient-centric culture.

• Achieved 75% growth rate in major clients, including CMS, NHS, and health plans, contributing to the company's largest client growth in history.
• Created and executed strategies for large accounts, driving alignment with customer commitments.
• Researched competitive landscape and market insights to inform strategic account direction.
• Collaborated with cross-functional teams to implement patient-centric solutions that enhance patient care and adherence.

• Provided account management, support, and continued training for outpatient Oncology/Hematology providers in the West & Central Regions
• Facilitated adoption of the EHR into the practice workflow
• Responsible for supporting and assisting practices with meeting governmental requirements for Meaningful Use of the EMR application and successful attestation.
• Developed standards for software demonstration flow and an accurate clinical framework.

• Orchestrated and managed the comprehensive operations of the clinic, overseeing and directing a team of 60+ Full-Time Equivalents (FTEs) to ensure seamless day-to-day functions in alignment with established policies.
• Demonstrated a proactive approach in staying updated with pertinent state and Federal regulations, fostering a compliant environment while adapting operations accordingly.
• Innovatively introduced an employee recognition initiative and a customer service enhancement plan, which led to improved scheduling and the effective supervision of a time study to optimize clinic workflow.
• Took charge as the Project Coordinator for a substantial $2 million clinic renovation project, successfully steering the project to fruition.

• Spearheaded the overall daily activities of a sizeable team of 200+ Full-Time and Part-Time employees, effectively managing a substantial annual budget of $6.0 million.
• Pioneered a strategic approach resulting in the company's lowest ever turnover rate of 5%, reflecting exceptional employee satisfaction and engagement.
• Formulated and executed a comprehensive quality and customer satisfaction program that significantly elevated the resident experience and streamlined operations.
• Devised and implemented annual strategic blueprints, encompassing pivotal aspects such as quality enhancement, financial prowess, organizational growth, employee development, and customer relations.
• Ensured unwavering adherence to State and Federal regulations on a yearly basis, culminating in an outstanding standard rating from government licensing agencies for an impressive span of ten consecutive years, including a perfect rating in 1998.
• Skillfully managed a substantial $6.5 million building renovation project, taking the lead as the Project Coordinator and successfully achieving the project's objectives