Jennifer Orrin Email & Phone Number

California, United States

San Francisco, Us

Mountain View, Ca, Us

•Telehealth services: phone-based patient care, including Medical Emergencies (EMS) medical advice, evaluating and assessing symptoms, consulting with physicians as needed.•Providing home care instruction and completing appropriate documentation to facilitate self-care and follow-up pathways. •Led Mert Calls facility-wise and provided care and direction until EMS arrival. •Diversity & Inclusion Committee Charter Member as well as division-wide Newsletter Editor & Writer. The Newsletter was later adopted by all Bay Area Divisions.•Flexible Part-time role (1-2 days/month).

Sunnyvale, California, Us

•Partnering with the VP of Customer Success & Product Management on bug fixes, reporting, and data accuracy & delivery. •Tester, evaluator, and implementer of CS Functions & Processes assisting in defining and fine-tuning in accordance with account-specific delivery and a “test it out” mentality. •Curated, implemented and developed support operations & delivery for customer success. •Assisted in escalations and support functions, recommending best-in-class solutions.•Founder collaboration/support with employee management and benefit administration.

Coral Gables, Florida, Us

•Reduced Customer Support response times by 50% within 3 months by launching both an internal & external knowledge base (Confluence). •Optimized launch times by 40% within 6 months by streamlining processes, including establishing project plans & milestones.•Grew, Led, & Managed a team of 16 across three remote teams; Implementation Specialists, Customer Success Specialists, and Customer Success Managers.•Facilitated upsells and renewals, ensuring customer retention and expansion across a portfolio of customer verticals.•Migrated Implementation Team Projects from Jira to Salesforce, increasing transparency and satisfaction while preventing silos. •Developed organization-wide policies, processes, and SOPs for Customer Support, Customer Success Management, and Implementation functions. •Launched a comprehensive, successful CSM program, including playbooks, fine-tuning customer QBRs & EBRs, focusing on retention and expansion. Increased satisfaction and decreased churn post-launch. •Acted as a company SME, enhancing product development and accelerating the sales process with extensive healthcare knowledge & support. •Supported the C-Suite with customer relationships & partnerships, managed large vendors & carried a significant book of business.

Coral Gables, Florida, Us

Coral Gables, Florida, Us

Palo Alto, Ca, Us

•Dedicated Council Member for the inaugural kick-off year. •Editor and writer for the division-wide quarterly "We Are One" Newsletter.

Orlando, Florida, Us

•Managed implementation for enterprise accounts and institutions with 100+ medical provider practices.Successfully implemented over 200 accounts in one year, earning recognition as a top performer.•Developed an organizational curriculum and training strategy, adopted by the entire CS team and became standard operating procedures. Curated internal and external company knowledge bases, enabling the team to handle a larger book of business and reduce onboarding time.•Mentored team members, leveraging time management skills, multitasking ability, and drive for innovation, and to enhance customer satisfaction. Supported sales operations and built a strong relationship with the VP of Sales, accelerating the sales process for the sales executives. •Collaborated with Product Management to successfully roll out multiple new features and system-wide improvements, integrating my healthcare experience with my digital health expertise.

Orlando, Florida, Us

•Collaborated with a multi-hospital network of care providers to utilize RN-driven protocols, fulfilling patient needs and correcting data errors.•Assisted in developing and rolling out the Generic Substitution program in collaboration with physicians across the medical network, reducing costs of care costs for individual patients and enhancing overall patient satisfaction.•Provided direct patient care via email, supporting Electronic Health Record maintenance and validation while ensuring HIPAA Compliance.

Washington, Dc, Us

Volunteer Chapter Advisor for girls 8th grade-high school seniors. BBYO is a non-profit youth leadership organization.

Mountain View, Ca, Us

•Provided direct patient care both over the phone and in person, balancing the needs of Physicians and Staff while accommodating patient preferences and requests.•Developed and implemented new quality practice updates related to patient safety across the department.•Served as Lead RN for Pediatric Urgent Care and Charge Nurse for PAMF-wide Flu Clinics, managing a large team of registered nurses, medical assistants, and ensuring patient satisfaction. •Member of the PAMF-wide Safe Administration of Medication Committee (SAMC).•Coordinated the Synagis program.•Active member of the Safe Administration of Medication Committee Member and Experience of Work Committee.

Palo Alto, Ca, Us

•Charge Nurse/Resource Nurse for the Comprehensive Care and Medical Units.•Float Team: Departments included Oncology, Transplant, Medical, Surgical, Well-Baby, Comprehensive Care Unit, and Transport. Assisted in the NICU and PICU. •Acted as the hospital crisis nurse, supporting all hospital operations.

Ms, Nursing (Pediatric Education Focus).

Bs, Nursing & Psychology

Education record