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Catherine M

Director - 16 Years of Experience - Near 06011 - View my Career Website

Occupation:

Customer Service Manager

Location:

Bristol, CT

Education Level:

Bachelor

Will Relocate:

YES

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Accomplishments Successful Operations Management 23 years * Completion of call center design, process improvement and telecommunication improvements * Execution of CRM and CRM cloud migration project * Execution in Healthcare Insurance and CMS Government Operations Leadership * Consummate Service Delivery Director in Healthcare IT, Patient Accounting Software, Electronic Health Record, Meaningful Use within the Ambulatory Surgery Center and Hospital Industry * Successful effort redesigning Support, Implementation and Training methodologies improving client satisfaction * Effective Client, Partner and Vendor Management skills with proven track record maintaining and deepening client relationships and solutioning business gaps. Service Delivery Executive- National Accounts Surgical Information Systems formerly SourceMed Wallingford CT - May 2006 to Present Largest provider of surgical software solutions and rehabilitation software solutions for ambulatory surgery centers, surgical hospitals and rehabilitation clinics nationwide, measured by both experience and size of customer base. Manage relationships with Corporate Management companies whom own develop or manage Ambulatory Surgery Centers (ASCs) including Specialty Hospitals (SHs) nationwide. Work closely with Executive level team (s). Lead coordinate and manage process and workflow improvements. Utilize key staff across organization within Client Services Training Sales and Product Management departments. Manage enterprise scale projects. Assist Corporate Clients with understanding current ASC and Specialty Hospital workflow enabling corporate personnel to deploy streamlined process improvement across all ASCs and SHs they manage. * Fulfilled CRM migration project efficiently by deadline. Lead team to effectively migrate implement and train resources on 1.3 million dollars Salesforce.com service cloud application across operation departments for entire company. Accomplished implementation within 6-month timeline budget. Improved workflow from 30 - 50%. * Effectively manage Meaningful Use Certification Projects for 3 Specialty Hospitals resulting 1 million dollars plus government incentive payouts to each client * development and product management team resources. * Successfully facilitated clinical and financial software implementation optimization and training initiatives for 4 major ASC development/management companies. Increased SourceMedical sales of approximately $500,000 plus upfront revenue. * Successfully lead and managed enterprise project with cross functional teams. Ensure smooth product migration while maintaining service levels for 45 corporate ASC accounts utilizing SourceMedl software. * Improved client relationships with strategic project plans. Promoted trust and partnerships with major national ASC management company leaders. * Accomplished gap analysis for corporate leadership providing insight to sales opportunities and increased revenue. * Promoted product demonstration to assist client with determining best practice. Optimized financial and clinical performance. * Deployed corporate workflow initiatives across multiple ASC facilities resulting in improved communication and ROI for client and SM revenue.

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