Amanda Edmondson Email & Phone Number

The Colony, Tx, Us

Morrisville, Nc, Us

Conshohocken, Pa, Us

Led a team of 8 Managers & 160 indirect reports on a highly matrixed team of 400+ associates. Integrated team designed to enhance the experience and support of specialty pharma healthcare providers, PBMs, manufacturers, & patients, with YOY growth accounting for $140M+ in revenue. Successfully administered E2E product/program launches, adhered to SOWs and SLAs, boosted performance, and fostered engagement. Optimized cross-functional business relationships, redesigned training programs, motivated leaders, spearheaded transitions, and actively involved with all aspects of clinical & commercial reimbursement operations, pharmacy support, patient access, client relations, and hub services.•Led strategic initiatives to enhance program design, increased efficiencies, continuously improved patient/customer experiences, processes, services, systems, and formulated compliance/risk assessment initiatives.•Reduced ASA from 4+ mins to 9 secs and abandon rate from 7% to 1%.•Increased service levels from 60% to 95%+, improved NPS survey results by 20%, & brought Missing Info SLA from 76% to 98%+.• Monitored program profitability and performance, supported budget planning, volume forecasting, & staff utilization.• Succinctly advised on key deliverables, accomplishments, and proposed process changes on weekly client calls; presented achievements and upcoming strategic initiatives at Business Reviews, creating a consultative and collaborative environment to align on efforts for future growth and success.• Oversight of Training and Special Projects teams - proposed solutions & efficiencies, designed and conducted training courses, possess proficient communication skills, exceptional attention to detail, and am astute in solving complex issues and identifying root causes. o Developed a training automation that resulted in an annual cost savings of $328K, the reallocation of 2 weeks of training time, and led to significant quality enhancements and team preparedness.

Conshohocken, Pa, Us

TheraCom Pharmacy:Oversaw entire call center operations portfolio, consisting of 8 Managers and 120+ associates. Led the strategic development and operational performance initiatives supporting patient access programs for multiple clients, manufacturers, disease states, and specialty medications. Developed training programs and materials, utilized data and reports for planning and prioritization, performed root cause analysis, completed risk assessments, managed program and product launches, and conducted operational health reviews. Gained buy-in through knowledge sharing, consistency, and transparency, allowing for a complete transformation of a struggling unit into one of top-performers, innovators, and high morale. Collaborated with cross-functional stakeholders on processes and projects, repaired strained client relationships via open communication and accountability, allowing respectful and collaborative partnerships to form. • Right-sized program staffing and instituted a proactive 90-day staffing approval and training process, which reduced attrition and improved quality scores to meet or exceed the 98% service level agreement.• Developed processes that reduced call response time (ASA) from 15 minutes to under 20 seconds across multiple programs. This in turn: o Reduced abandonment rates and increased service levels to within the contractual range. o Improved customer satisfaction scores, decreased escalations, and reduced call volume due to one- call resolution. • Led an initiative that improved Dispense Scheduling delivery from 90% to 95%.• Partnered with the pharmacy and distribution center to evaluate, restructure, and enhance shipping methodology, leading to cost savings and higher client and patient satisfaction. • Streamlined documentation templates and created standard operating procedures (SOPs) for individual programs, which clarified processes and drove efficiencies.

Cumulative role acting as a project management, technical, and operations program liaison, while being a strategic client services consultant. Coordinated efforts to drive efficiencies for all stakeholders while ensuring timelines and quality of work were met. Defined business rules and developed new processes to support operational excellence across all client-facing and internal patient support business units including data intake, client analytics, quality, implementations, risk & compliance, workforce management, commercial and clinical operations, product development, 3rd party vendors, IT, launch center, and telecom. Oversaw operational improvements, client expectations, and delivery of critical technical and business objectives.• End-to-end(E2E) adviser and subject matter expert providing strategic insight for program setup, implementation of processes, services, and technology used to meet customer needs. Supported data integration processes and conducted UAT testing. • Established process flows to improve streamlining of work and related materials such as standard operating procedures, job aids, and work instructions.• Provided perspective and use-cases for the feasibility of expanded capabilities initiatives and identified optimal solutions to execute program change management.• Proactively assessed for new enhancements as well as provided solutions for escalations or issues.• Supported business growth and client relationship management by prioritizing customer experience and building a collaborative environment.

Pomona, Ca, Us

Tax Real Estate, Trust, Mortgage, Oil & Gas, Values, & Check Control. Managed multi-site operations to meet corporate goals for all departments. Assessed current/historical reports for appropriate strategies and conducted weekly conference calls with clients and account managers. Directed the procurement process of current/delinquent tax payments from national agencies to report and process escrow/non-escrow payments on behalf of our clients’ borrowers. Processed accounts payable reconciliation reports and oversaw monthly invoicing reports.

Dallas, Tx, Us

Specialized in Auto Financial Services for Dealers and Consumers. Guided staff operations to meet corporate goals. Administered surveys, analyzed and developed business processes, & identified cost savings for 12 external vendors. Assessed vendor reports for strategies and managed contracts. Conducted site audits, project launches, and relationship management. Trained and mentored team in customer service and collection skills; reduced delinquent accounts and provided one call resolution. Implemented staff performance standards, delivered reviews, enhanced reporting, streamlined and documented processes, reduced incidents, and worked collaboratively to surpass all goals.

Plano, Texas, Us

Collections and Call Center Services Telecommunications Financial Services. Oversight of 6 Managers and 200+ indirect associates at high-volume call centers. Drove optimal motivation and performance levels. Adhered to Client SOW. Generated reports on service levels, staffing, incentive planning, and quality overviews. Measured and reported on KPIs and partnered with Workforce Management to strategize. Served as Corporate Trainer/Agent Development Manager; provided classroom training, drove engagement, and updated training materials. Successfully resolved customer escalations; built and maintained strong client relationships. Spearheaded new strategies that improved call quality, reduced turnover, and improved collections results.

Ba, Health And Society

Atc, Air Traffic Control

Master Of Public Health - Mph, Public Health

Semester At Sea Study Abroad Program