Katy Ford Email & Phone Number

Working with Leadership, Product Managers, Market Managers, and other internal stakeholders to gain a through understanding of the market and consumer needs to help drive the product roadmap from idea to prototyping through development and delivery for 3 GHX - Vendormate products (Kiosk, Visitor Management, and Vaccine Manager).Responsibilities include:-Discover customer (internal and external) needs through research and interviews-Translate customer needs in to product requirements for the offshore development team-Create epics and write user stories using Aha! and Jira-Work with Product Designer to create design mocks for new product enhancements/features-Prioritize, plan, and manage sprints with the offshore development team-Communicate product releases to the business and key stakeholders-Conduct product training to internal teams as well as customers-Report key metrics to leadership regarding product performance-Assist operations teams with development of process or training documentation

Led the operations of a healthcare software organization encompassing 50+ employees across the Account Management, Support Center, Credentialing Services, Shared Services, and Product Management business units. Responsible for ensuring efficient service delivery of Vendormate’s software solutions to healthcare clients, driving internal process & quality improvement, cost reduction, and defining the direction of Vendormate’s core product, Credential Manager. Key accomplishments included:-Reduced inbound calls to Support Center by 25% through product enhancements, quality and process improvements-Developed scalable staffing & service models to reduce Account Management headcount by 27%-Increased Credentialing Services team quality by 6% and productivity by 15% through the implementation of a quality assurance program-Successfully implemented system for predicting and preventing lost business through analysis of client behaviors

Developed an internal service group to support the Hospital Account Management team. The Shared Services group was responsible for driving efficiency for Hospital Account Managers through centralization of software configuration tasks, reporting, and process management. Liaison between the Hospital Account Management team and the Product Management team regarding product functionality, enhancement requests, and system defects. Defined requirements and developed ROI analyses for all product enhancement requests from the client-side of the business.

Managing a team of Account Managers and Operations Analysts that work with approximately 110 healthcare systems in the Southeast/MidAtlantic region to implement Vendormate VISION.