People facing project manager facilitating implementations of multiple compliance based initiatives within our screening business. Analytical approach to improving patient experience through data mining of our Medallia, Five9, and Epic CRM infrastructure. Gleaning insights through patient feedback and applying those learnings to adherence language and journey orchestration. Buildout of the chat component of our digital customer experience. Focus on team development and growth, empowering supervisors to pursue a career path that excites them, including senior leadership roles. Development of KPIs, quality thresholds and workflow efficiencies for multiple contact center specialty teams.