Hans Kaufmann Email & Phone Number

Belmont, NC, US

Conshohocken, Pennsylvania, United States

• Championed the development of new capabilities with a business-oriented approach. Addressed client pain points and aligned solutions with desired outcomes, effectively bridging the gap between product lifecycle.
• Provided oversight for executing the Patient Services product vision, focusing on Access, Affordability, and Interoperability, handling approximately 300 in-flight issues on average.
• Elevated expertise in Salesforce Administration and Salesforce Object Query Language (SOQL) during the role, contributing to the shortened resolution time for bugs and the identification of latent production issues.

Conshohocken, Pennsylvania, United States

• Headed a dynamic team of four to ten professionals, including Service Line Owners, Implementation Managers, and Senior Implementation Managers, and served as the key liaison for clients to streamline.
• Promoted to the role by showcasing leadership excellence and driving operational success.
• Oversaw a major business technology transformation project, migrating approximately 20 programs and over 1K users to a new CRM and associated technology ecosystem, resulting in enabling the enterprise to respond more.
• Provided direct and matrixed senior leadership to a team of business and technical resources, enacting an implementation process that used business resources to launch new programs and incorporate technical changes.

Fort Mill, South Carolina, United States

• Reviewed and streamlined SOPs, conducted interviews with agents to uncover undocumented processes, collaborated with engineers on capabilities, and executed User Acceptance Testing (UAT).Highlights of accomplishments.
• Led the transition of programs onto Salesforce, directing internal Business Unit client transitions.
• Developed a success factors knowledge base, aligning Salesforce capabilities with enterprise needs, transitioning three major programs within the specified timeframe, establishing a benchmark transition journey.
• Led CRM transition with a focus on standardization, implemented change management, and spearheaded discovery sessions, providing timely feedback on user requirements as a lead strategist and SME for new capabilities.

Fort Mill, SC

• Acquired valuable Brand Launch Experience from an operational perspective, offering key insights into the launch process for existing programs. Emphasized a specific focus on actively and accurately planning and.
• Elevated to a senior leadership and client engagement role, coordinating with large and mid-sized clients on operational methodologies, controlling program performance, and enhancing individual patient experiences.
• Translated business needs into executable work processes, orchestrated escalations, and compiled client reports, fostering effective communication with internal stakeholders to identify resolutions for client business.

Charlotte, North Carolina, United States

• Led a team of 26, including Patient Access Specialists, Specialty Pharmacy Liaisons, Benefit Verifications Specialists, and Quality Analysts. Supervised shift-based operations with a focus on phone schedule management.
• Spearheaded the transition of a business as part of a manufacturer's divestment strategy, contributing to the closure of an existing program and the launch of a new initiative with a focus on strategic planning and.
• Assessed program KPIs, such as speed to answer, hold times, and units/cases/benefit verifications, managing throughput, and offering coaching for performance improvement.
• Contributed to the launch of a net new program resulting in a successful entrance for the client into the respiratory space.

Charlotte, North Carolina

Bachelor Of Science (Bs), Recreation Management

Master Of Education (Med), Sport Administration