Jake Philips Email & Phone Number

Birmingham, Alabama, United States

Directed the operations of a team ranging from 25-34 employees handling an average of greater than 3500 inbound calls per month with the end goal of driving admissions to all facilities and levels of care across the company Led the implementation and achievement of key performance indicators for individual employees, managers, and departments, including monitoring and refining both the KPIs and the strategies for achieving them as needed Oversaw all hiring, training, and staffing patterns to meet the volume and variability of inbound calls Set, assessed, and revised the overall strategic direction for the department regarding information gathering, handling discussions with clients, and motivating clients into making treatment decisions Represented my team and department across the rest of the organization, serving as the primary point of contact for all other departments Served as subject matter expert on all processes, tools, and support systems across the department Resolved all issues as they arose and was the final decision maker on all critical decisions

Birmingham, Alabama, United States

Aided the VP of Patient Admissions in the design, creation and implementation of a centralized call center for patient intake Assisted the Intake/Access Director with the running of the department by managing the day-to-day activities of the team Monitored team member performance and implemented real time or near real time changes intended to boost job performance. Developed a series of training modules to train new staff and refresh existing staff on core job functions and build skills critical to ongoing success Developed and maintain reports to track individual and team level metrics, and suggested strategic changes to processes based on those metrics Served as a primary point of contact for all other areas of the company

Birmingham, Alabama, United States

Over the course of 3.5 years working in the intake office at Bradford’s Birmingham Regional Office, I advanced from an entry level employee to overseeing that intake team, before ultimately adding oversite of the Tuscaloosa team, interim oversite and training of the Montgomery team, and reporting for the Anniston team. Oversaw the daily operation of two intake teams totaling 6 individuals handling a combined volume of 300 calls per month, ensuring patients were routed to the correct level of care and properly motivated to start treatment as quickly as possible Defined metrics and maintained statistical analyses on the weekly and monthly performance of four Regional Office intake teams. Reported the findings to the Regional Director and suggested potential solutions to any areas of concern Stepped in wherever need to perform all intake activities, helped with motivating patients and families, and addressed problems as they occurred Served as the main point of contact for both internal and external marketers, and other departments withing the company

Directed RFP for landscaping and snow removal services for 23 Canadian sites resulting in a small decrease in cost but a substantial increase in scope of services across the included sites. Oversaw, executed, and trained existing staff on the RFI/RFQ sourcing process for the annual corrugated materials requirement at a major U.S. manufacturer of bottled water and tea, resulting in an annualized savings in excess of $650,000. Implemented and trained existing staff on multiple sourcing approaches across a variety of categories at a large U.S. manufacturer of bottled water and tea resulting in annualized savings of more than $1,900,000. Worked with Client’s existing staff to deliver a repeatable spend management process at a large U.S.-based logistics company, resulting in a projected annual savings exceeding $300,000 across three initial spend categories. Served as Interim Marketing Director and Brand Manager for a pharmaceutical company, overseeing all aspects of the marketing of their first major DTC product, resulting in an 85% increase in sales. Analyzed marketing spend effectiveness at a leading U.S. provider of Lasik eye surgery, realigning their marketing spend across markets and media types to maintain the same level of effectiveness despite a 60% decrease in their marketing budget. Redefined the approach to product life-cycle management at a major U.S. fashion accessories manufacturer resulting in SKU rationalization, inventory reduction, synchronization of production calendars and materials ordering, generating savings in excess of $12 million annually and a one-time savings of more than $20 million. For a leading soft drink manufacturer, defined the global introduction plan of a revolutionary sweetener available in limited quantities, determining the most advantageous release schedule across multiple products in multiple international markets.