Jessica James Email and Phone Number

• Led field access and reimbursement teams of up to 80 people for 7 pharmaceutical manufacturers in multiple specialties, including oncology, psychiatry, neurology, transplant, gynecology, gastroenterology, and emergency medicine for many buy and bill and specialty pharmacy products • Supported launches of multiple pharmaceutical products and therapies in specialties new to clients as well as portfolio expansions with new product launches, working extensively with buy and bill products including miscellaneous/unspecified J-codes and specialty pharmacy products • Launched 7 field reimbursement teams, some with accelerated timeframes, including staffing and conducting interviews, developing and leading comprehensive training, and aligning territories and accounts • Developed rules of engagement (ROE), key performance indicators (KPIs), and service level agreements (SLAs) in collaboration with manufacturer client’s compliance and legal teams • Analyzed field team activity, hub data, and pharmacy/purchasing data, as compliant, to demonstrate impact and monitor KPIs and SLAs and adjust goals and focus as needed • Managed budget, contracts, financial analysis, and forecasting • Collaborated and built strong relationships with client contacts, including market access and sales, and hub teams • Maintained engagement and motivation among team members • Proved value to clients that led to field team expansions • Collaborated on projects with other AmerisourceBergen/Cencora business units to support client initiatives • Contributed to the development of new per diem and shared services models within Xcenda Innovative Field Solutions

• Led a team of 8 associates providing field support and education for patient access to pharmaceutical clients’ portfolios of specialty products • Managed client relationship, including reimbursement support program and sales team • Launched a new field reimbursement team, including recruitment, training, developing standard operating procedures, and aligning territories and accounts • Developed associates through performance coaching on quarterly field ride-alongs and weekly phone calls • Facilitated biannual training meetings for team based on client goals and strategies • Managed staffing transitions including territory coverage, budget, and contract fulfillment

• Managed multiple client relationships, budgets, and strategies for up to 6 clients at one time: primarily rheumatology, oncology, gastroenterology, psychiatry, and several others • Developed proposals for new business with clients • Led a team of 2 associates • Collaborated with clients to develop customized educational content and programs to support patient access to therapies • As a national speaker, educated targeted practices on the complexities of insurance benefits, process workflow, quality initiatives, health information technology, reimbursement evaluation, and contract negotiation • Developed content for many additional clients and collaborated with other Xcenda business units

Nov 2008 - Nov 2011• Managed diverse staff of 18 clinic office managers and an operations coordinator; oversaw 30 clinic offices with approx 200 staff• Responsible for developing and managing business processes, physician schedules, staffing, patient flow, charge and payment capture, staff performance, customer service, patient care• Led six-month project and implementation of new practice management IT system including system design/setup and interfaces, creation of training guides; directed super user and role-specific training for approximately 200 staff; reevaluated and redesigned processes including scheduling, documentation, payment entry and money reconciliation, charge capture, and reporting• Coordinated one-year project across over 200 staff and 60 physicians to implement electronic medical records (EMR) software, redesigned clinical and charting processes and forms to improve efficiency and compliance; implemented systems like e-faxing and new transcription approval processes in advance to ease transition• Successfully added 20 new physicians into organization including designing and implementing physician schedules at multiple facilities and coordinating marketing initiatives and compliance requirements• Managed new facility start-up and existing location renovation projects, including benefits analysis, design, construction, logistics, and marketing• Continually monitored staffing levels to maintain efficient operations and to match volume of patient encounters and control expenses• Reviewed current and determined projected office budgets• Developed and monitored annual bonus goals to focus on areas that benefit practice and patients; proposed and implemented new structures based on feedback• Served as key liaison with billing company on new initiatives and day-to-day operations; developed better communication processes and escalation methods• Developed employee quality review process to give regular, objective constructive feedback

• Directed six main ancillary service departments across AGA including infusion, anesthesia, vaccines, imaging, special procedures, and research • Identified and implemented new processes to increase revenue by 30% in the infusion department • Created a new financial tracking process for research department collections and expenses resulting in decreased overhead costs and increased profits • Determined and documented optimized business processes and trained new and existing staff regarding new ancillary services • Managed 12 full-time and four contract staff• Developed and maintained relationships with multiple partner businesses and third-party vendors• Served on electronic medical records system selection and implementation committee and had direct responsibilities for defining and evaluating operational requirements

• Created and managed the AGA Institute consisting of both new and ongoing staff orientation and training programs• Designed detailed presentations and textbooks, developed content, planned and executed logistics, and trained instructors• Enhanced and standardized the existing interviewing, testing, and hiring process; recruited and hired over 20 staff for multiple departments over an 18-month period• Authored staff compensation guidelines including salary ranges and bonus structures• Established an annual employee evaluation program; wrote and implemented staff handbook • Redesigned and standardized all front-office business processes resulting in reduced errors and decreased aging accounts receivable • Developed new job descriptions and quality standards for over six positions• Conducted staffing analyses and created measurement tools based on volume of work• Managed two part-time interns and assigned, oversaw, and provided detailed feedback on their projects and responsibilities

• Started as part-time intern seven months before graduation and successfully transitioned into full-time position • Focused on operations improvement of front-office processes; learned all front-office roles thoroughly, learned basics of clinical, billing, and management roles; identified areas to increase efficiency