SUMMARY:

Highly driven and focused leader with experience in developing and supporting vastly successful customer service teams. Instrumental in managing and streamlining daily operations to automate systems, enhance productivity, and maximize financial control. Excellent communication, interpersonal, and leadership skills with the ability to excel in challenging and deadline driven environments. Skillful in building solid relationships with clients and business partners.

ACHIEVEMENTS:

Strategic Planning and Leadership

  • Built laboratory client services and pre-analytical teams and infrastructure from ground up, hired, mentored and most recently led a team compromising customer support, quality and regulations, logistics, and lab administration and insurance reimbursement.

Product Launch

  • Managed US wide product launches of StrandAdvantage, a Next-generation sequencing (NGS) based cancer precision medicine test and Macula Risk, a multivariate molecular diagnostic test for Age-Related Macular Degeneration (AMD) prognosis with total revenues of $50 million.
  • Analyzed and developed StrandAdvantage multi panel coding for optimal reimbursement strategy from private and government payer schedules.

Program and Project Management

  • Built Strand’s Client Services and Pre-Analytical department in 2015. Built National Jewish Health Molecular Diagnostic‘s client services department in 2013.
  • Led and orchestrated the relocation of Strand’s office space for 16 employees consisting of floor planning and design, purchasing, and facility and IT establishment.
  • Designed, implemented, and managedSalesForce CRM software for both Strand and National Jewish’s Client Service departments.

Regulatory Compliance and Quality Improvement

  • Managed quality systems and successfully led teams for Strand’s US regulatory filings for CLIA and National Jewish Health’s annual CAP and ISO15189 inspections.
  • Filed for CLIA registration of Strand’s US next-generation sequencing clinical reference laboratory in 12 weeks.
  • Developed, implemented and managed Standard Operating Procedures, Continuous Quality Improvement, Total Quality Management and weekly dashboards for quality metrics

PROFESSONAL EXPERIENCE:

Director, Business Operations and Client Services- Strand Life Sciences, Aurora, Colorado (November 2015- April 2016)

  • Responsible for ensuring organizational effectiveness by providing leadership for the laboratory client services and pre-analytical program, vendor management and purchasing, billing, sales and marketing activities.
  • Improvement of the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
  • Managed the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
  • Played a significant role in long-term planning, including an initiative geared toward operational excellence.
  • Directed overall financial management, planning, systems and controls. Invoicing to funding sources, including calculation of completed units of service. Organization of fiscal documents. Regular meetings with Global Head of Diagnostics around fiscal planning.
  • Responsible for overseeing daily operations for Client Services and Pre-Analytical departments.
  • Evaluate vendors for clinical laboratory procurements and monitor the flow of billing data.
  • Analyze and evaluate clinical and administrative financial statistics.
  • Responsible for implementing billing plans and develop expense forecasts to Accounts Payable and Chief Financial Officer.
  • Managed billing activities, claims and reimbursement undertakings.
  • Developed and managed the patient financial assistance program.
  • Additional responsibilities include creating and revising policies and procedures for the Client Services and Pre-Analytical departments.

Manager, Client Services- Strand Life Sciences, Aurora, Colorado (October 2014-November 2015)

  • Manages the laboratory client services and pre-analytical program, vendor management and purchasing, billing, sales and marketing activities. Responsible for overseeing daily operations for Client Services and Pre-Analytical departments. Evaluate vendors for clinical laboratory procurements and monitor the flow of billing data.
  • Analyze and evaluate clinical and administrative financial statistics. Implements billing plans and develops expense forecasts to Accounts Payable and Chief Financial Officer. Oversee billing activities, claims and reimbursement activities.
  • Develop and manage the patient financial assistance program. Work in partnership with Vice President of Sales and Marketing to develop business plan, strategy and tactics for national and local markets. Additional responsibilities include creating and revising policies and procedures for the Client Services and Pre-Analytical departments. Evaluate staff performance regularly and determines merit increases, promotions and disciplinary actions.
  • Manages, maintains and documents legal operation of the Client Services and Pre-Analytical Departments to ensure compliance to: safety regulations, lab accreditation, federal regulations, process control, and over-all standards of operation.
  • Assess vendor proficiencies and purchase and monitor clinical laboratory and administrative acquisitions.
  • Establish and maintains financial policies and procedures.
  • Ensures compliance with all Clinical Laboratory Improvement Amendments (CLIA) and HIPAA requirements.
  • Assure client support relationships are established and maintained. This includes explanation of laboratory specific procedures, advising clients on appropriate combination of testing, complaint resolution and client satisfaction.
  • Act as a liaison between client services, pre-analytical and the sales departments.
  • Review existing software procedures for validity and appropriate methodology, accuracy, completeness, and quality measures as appropriate.

Supervisor, Client Services - National Jewish Health, Denver, Colorado (October 2013—October 2014)

  • Responsible for directing the laboratory client service program, client database management, and billing and marketing activities.
  • Determine staff qualifications and competency.
  • Manage and develop an effective staff to provide operative communication, leadership, guidance and resources to internal and external clients.
  • Explain lab specific procedures, guide clients on appropriate combination of testing, complaint resolution and client satisfaction.
  • Uses and implements various software products that support client services.
  • Responsible for utilization of LIS system in department, including training staff, monitoring quality of order/reports/charging and maximizing use of system in department operation.
  • Assures client support relationships are established and maintained for referral and in-house clients.
  • Committees: Leadership Academy and STAR Committee

Account Manager - National Jewish Health, Denver, Colorado (April 2011-October 2013)

  • Responsible for managing and building client relationships.
  • Educate, instruct, and upsell all assigned and newly generated accounts.
  • Develop business plan, strategy, and tactics for national and local markets.
  • Assist in product launch and analyze deficiencies to improve quality and efficiency.
  • Provide weekly metrics and update departmental quality dashboards.
  • Liaison between client and staff to problem solve and provide information on products and services to sustain positive relationships.
  • Coordinate with Patient Financial Services to resolve customer billing issues.
  • Extensive knowledge of coding, exception reporting, and pre-authorizations.
  • Draft and manage standard operating procedures and establish training criteria for client support staff.
  • Awarded: “Focus on Quality”

Client Support Specialist - National Jewish Health, Denver, Colorado (May 2010-April 2011)

  • Job requirements include ordering and processing of a large volume of samples in a timely manner with strong emphasis on details.
  • Providing professional support that produces quality laboratory results directly impacting patient care, and assisting multiple laboratories in ordering and distribution.
  • Extensive product knowledge and problem resolution also a responsibility.

Customer Service Associate II / Inventory Control - The Shane Co., Greenwood Village, Colorado (August 2007-May 2010)

  • Responsible for assisting customer’s, accommodating the customers financial needs and concerns, overcoming customer objections, verifying shop work orders, answering multiple telephone lines at once, and tracking of merchandise inventory. Management of revenue and sales spreadsheet and weekly fiscal counts also a responsibility.

Sales Consultant- The Shane Co., Greenwood Village, Colorado (February 2006-August 2007)

  • Job requirements included extensive knowledge in gemology, sales training, as well as, customer service and public relations. Sales consultant position required professional image as well as in depth knowledge of the company policies, products, and guarantees. Primary position emphasis was on building customer relationships and successful closing of sales with low rate of purchase returns. Awarded: “#1 Sales Consultant” in January 2007.

EDUCATION:

  • Associate of Science Degree (AS) Community College of Aurora, Aurora, Colorado