Mark Hollis Email and Phone Number
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HIGHLIGHTS+ Builds and leads customer support teams from 0 to +100 FTE for high growth healthcare technology startups including : CItyblock Health, Suki AI, SmithRx, Collective Health (76 NPS), Castlight Health+ Focuses on hiring and training support specialists and enabling professional growth through promoting internal talent+ Experience defining KPIs and meeting SLAs via lockstep team OKRs+ Drives cross department implementations of new support platforms and knowledge base iterations.Recently, as Customer Experience Program Manager at Banner Health, he led cross-functional initiatives to enhance the service delivery and outcomes for over 1.2 million healthcare members. He has over 12 years of experience in customer service, operations, sales, and customer success in the healthcare industry, with a focus on contact center management, customer satisfaction and retention, and sales operations and enablement. He leverages his expertise in team building, process improvement, technology innovation, and data analysis to design and implement customer-centric solutions that align with the organization's strategic goals and vision. Mark has successfully launched and sustained client relationships, managed global BPO vendors and contracts, and deployed platforms and workflows with Zendesk, Salesforce, and Talkdesk. He is passionate about transforming healthcare delivery and improving customer outcomes with data-driven solutions.
Firefly Health
View- Website:
- fireflyhealth.com
- Employees:
- 119
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Director Of Operations, Member And Provider ServicesFirefly HealthPhoenix, Az, Us
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Director Of Patient SupportImpilo Apr 2024 - Sep 2024Philadelphia, Us- Revised staffing model and stack ranked support specialists- Launched phone support, improving average resolution time from 24 to less than 8 hours - Implemented quality scoring rubric and reached +90% QA target in second month- Launched outbound enrollment/engagement SMS and FIve9 dialer campaigns- Audited internal SOPs and client playbooks, increasing ticket audit scores by +20%- Implemented new dashboards with daily cadence, reducing end of day open tickets by 30% -
Customer Experience Program Manager, Plans And NetworksBanner Health Nov 2022 - Apr 2024Phoenix, Az, UsThe CX Program Manager serves as an Internal consultant partnering with Customer Care, Medicare Sales, Stars Strategy, Population Health, and other departments to design KPIs and meet SLAs through data analysis, process improvements, and technology innovation to deliver a customer focused culture.- Achieved max KPI of three implementations for 8 department directors using service blueprint mapping of member journey- Analyzed over 1000 Customer Support Calls and provided department leaders with trend data to support the implementation of: *new call conversation guidelines for Medicare Advantage and Medicaid members *warm transfer escalations to the Pharm Tech team *migration of Population Health team to Genesys platform- Developed new Grievances and Appeals data report and analyzed 12-months of issues. Delivered monthly trend reports and recommended training improvements for provider access, customer service, and Medicare Sales- Transitioned Complete Care team from manual data entry to Microsoft Automate process -
Head Of OperationsMynurse.Ai Sep 2021 - May 2022- Reported to CEO and facilitated operations workflows for clinical and sales teams- Redesigned account contract and implementation process - +60% engagement- Increased patient panel size by 50% (~ $47K savings per pod)- Implemented Zendesk startup program with 50% annual savings- Reduced clinical, admin, SDR, and AE hiring/onboarding time by 20%
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Head Of Member NavigationSherlock Retirement Jan 2021 - Aug 2021Helping people navigate life after 60!- Hired as part of founding team- Implemented Zendesk/Talkdesk and set up SLAs and feedback surveys- Worked with Product on Medicare health benefits navigation
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National Director, Member ServicesCityblock Health Sep 2019 - Jan 2021Brooklyn, New York, UsCityblock's mission is to improve the health of underserved communities. Importantly, our solutions are designed specifically for Medicaid and lower-income Medicare beneficiaries, and we meet our members where they are, bringing care into the home and neighborhoods through our community-based care teams and Virtual Care offerings. As an additional service in support of our local Hub clinics, we provide trusted, quick, and convenient wrap around front desk support like scheduling, consenting, initial assessments, and more.ACCOMPLISHMENTS- Launched 24/7 national digital health virtual member services for +70K members- Centralized operations in service of members, clinicians, and operations teams in NewYork, Massachusetts, Connecticut, and D.C. markets- Recruited, hired, and trained member service team and virtual healthcare clinical, behavioral, and social work internal partners- Implemented Zendesk and Talkdesk for national virtual support and traditional clinics -
Head Of Global OperationsSuki Jan 2019 - Sep 2019Redwood City, California, UsSuki is an AI-powered, voice-enabled digital assistant for doctors that lifts the burden of documentation, enabling them to focus on what they love: treating patients.- Managed Internal Operations Team and recruited new talent- Selected and managed Global BPO vendor partners to support enterprise client launches-reduced medical transcript auditing cost by 85% per note- Coordinated product offering strategy and resources with Marketing and Sales- Provided C-Level leadership with operations and financial analysis to drive efficiencies at scale- Managed ad hoc NLP auditing process for Product and Engineering -
Senior Operations Manager, Sales EnablementSmithrx Oct 2016 - Jan 2019San Francisco, Ca, UsSenior Operations Manager, Sales Enablement - Asked by CEO to join Marketing team and scale Sales Team - Implemented Salesforce and iterated process best practices - Refined weekly Business Development Meeting and ongoing reporting improvements - Selected RFP software - managing intake process through delivery - Traveled and presented value proposition to prospects, brokers, and consultantsSenior Operations Manager and Account Executive - Set up first location customer service operations, CRM, reporting, and telephony - Recruited member support team and onboarded new managers - Established processes with claims, clinical, and engineering teams - Served as account manager for first-year clients and earned renewal/reference business -
Head Of Account ManagementHealthsparq Jun 2016 - Oct 2016Portland, Oregon, Us- Supported six account managers, sales, and product marketing on renewals and upsells - Collaborated with VPs of Ops, BD and Product on new employer product - Visited major Blues carrier clients to facilitate transitions to the new HealthSparq One platform - Implemented a standardized client status report used by all account managers - Revamped the monthly executive call process - Participated in operations reorganization with company leadership -
Senior Operations Manager, Member AdvocacyCollectivehealth, Inc. Jul 2014 - May 2016San Francisco, California, Us- Built the Member Advocacy team at Collective Health from 0 through first day of operating at scale (30,000+ lives on the platform) - Selected and implemented telephony, CRM, and Knowledge Base tools - Onboarded new clients, including Uber, SpaceX, Activision Blizzard, Zendesk, and Palantir - Maintained a post call +70 NPS - Defined, drove, and communicated operational metrics on service support across the organization -
Customer Service ManagerCastlight Health 2010 - Mar 2014- Recruited by VP of Customer Success in 2010 for launch of first client - Managed support operations for +1M users when Castlight had its IPO - Implemented Salesforce Service Cloud and Knowledge Base, increasing agent call-per-day average from 38 to 45 and reducing CSR training time by 2 weeks - Implemented Interactive Intelligence, decreasing handle times by 20% - Presented enterprise customer service overviews with Castlight Sales Team - Trained employer and health plan partners on Castlight application - Achieved 93% post-launch customer satisfaction rating
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Customer Service ConsultantIndependent Mar 2009 - Sep 2010Worked with the following industries - Telecommunications, Direct Response Marketing, BPOs, and Start-Ups with a focus on:• Voice of Customer Net Promoter and CSAT Data• Designing organization charts and job descriptions• Selecting and managing vendors• Pricing models - hourly, minute, call, and device• Negotiating contracts• CRM implementation• Site selection and ramp preparation• Site attrition root cause analysis/action plans
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Director, Customer RelationsCredo Mobile/Working Assets Aug 2007 - Mar 2009At Credo Mobile my team increased Net Promoter scores and sales conversion rates while reducing cost per sale.
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Director, Client RelationsAcs Aug 2004 - Aug 2007At Affiliated Computer Services, as Director of Client Relations for a $40M LOB, I had responsibility for three call centers with over 700 FTE.
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Director Of SalesZairmail 2003 - 2004Hired six account managersHired five lead generatorsIncreased online and phone sales of direct mailIncreased average sale
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Operations DirectorCalibrus 2000 - 2003Managed two contact centers handling over 50K inbound calls/day for telecom clients.
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Staff Development Specialist, English Department Chair, English TeacherPhoenix Union High School District Aug 1994 - May 2000Phoenix, Arizona, UsManaged the induction and retention of 180 new teachers in major urban school districtIncreased teacher participation in $8M technology grant by organizing tech cadres for up-training -
ManagerHoule Books 1987 - 1994Opened larger location and doubled revenueOpened second locationImplemented electronic book orders
Mark Hollis Skills
Mark Hollis Education Details
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Arizona State UniversityEnglish -
Prescott CollegeTeaching Certificate
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University Of California, BerkeleyLatin
Frequently Asked Questions about Mark Hollis
What company does Mark Hollis work for?
Mark Hollis works for Firefly Health
What is Mark Hollis's role at the current company?
Mark Hollis's current role is Director of Operations, Member and Provider Services.
What is Mark Hollis's email address?
Mark Hollis's email address is ma****@****ail.com
What is Mark Hollis's direct phone number?
Mark Hollis's direct phone number is +125645*****
What schools did Mark Hollis attend?
Mark Hollis attended Arizona State University, Prescott College, University Of California, Berkeley.
What are some of Mark Hollis's interests?
Mark Hollis has interest in Exercise, Nascar, Home Improvement, Shooting, Reading, Watching Auto Racing, Sports, Watching Basketball, Fishing, Home Decoration.
What skills is Mark Hollis known for?
Mark Hollis has skills like Crm, Vendor Management, Saas, Management, Start Ups, Leadership, Call Centers, Customer Experience, Customer Retention, Process Improvement, Operations Management, Call Center.
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