Ken D'Andrea

Ken D'Andrea Email and Phone Number

Vice President - Contact Center Operations and Enterprise Access @ MedStar Health
Philadelphia, PA, US
Ken D'Andrea's Location
Greater Philadelphia, United States, United States
Ken D'Andrea's Contact Details

Ken D'Andrea personal email

n/a

Ken D'Andrea phone numbers

About Ken D'Andrea

I have joined LinkedIn to collaborate and share expertise with the community by offering informal networking advice, guidance and contacts across all facets of call and contact center leadership; customer service management; consumer and business sales and support; network and technical operations, and business and organizational development as well as applying business experience and methodologies to the public sector, healthcare, and non-profit organizations.Topics of interest are how to: transform underperforming individuals, departments, and groups into cohesive and dedicated teams; recruit and inspire teams that constantly drive improvements in corporate performance; direct technology and process improvements to ensure and support growth, functionality, scalability, and adaptability in business and municipal environments.Projects we can discuss: reducing costs and improving customer service while increasing revenue, operating margin and market share; the nuances of collaborating with senior executives, government officials and leading staff, vendors, and internal and external stakeholders to achieve maximum productivity and performance; building and nurturing profitable relationships with critical business partners. Please feel free to reach out to me directly via LinkedIn mail or send me an email at Kenneth.DAndrea@verizon.net

Ken D'Andrea's Current Company Details
MedStar Health

Medstar Health

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Vice President - Contact Center Operations and Enterprise Access
Philadelphia, PA, US
Website:
medstarhealth.org
Employees:
9205
Ken D'Andrea Work Experience Details
  • Medstar Health
    Vice President - Contact Center Operations And Enterprise Access
    Medstar Health
    Philadelphia, Pa, Us
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  • Medstar Health
    Vice President - Contact Center Operations & Enterprise Access
    Medstar Health 2021 - Present
    Columbia, Md, Us
    We know that the concepts of people, process, and technology are the three pillars that form the basis of organizational success. I would posit that the “people” component is the primary driver of long-term success; especially, in the world of contact centers. Answering the phones (or engaging in other media), providing impeccable customer service, navigating various systems, and following the multitude of workflows are the daily tenants an agent has to manage as they attempt to effectively coordinate the pillars of process and technology. A fully engaged, satisfied, and enriched staff can bring you transformational results where change management and innovation are natural byproducts of successful business operations.Establishing a career laddering structure, utilizing an engagement system, providing a comprehensive training program, communicating frequently and transparently, listening to everyone about anything, and following through on your actions are the building blocks for an engaged, fulfilled team. Further, we need to provide the tools and systems for our teams to access which need to function properly with minimal downtime. A change management process allows us to monitor, adapt, adjust, and optimize workflows as necessary. As a servant leader, we are to inspire, embrace, acknowledge, listen, communicate, and provide what is needed not only for the team to be successful, but also the individual to grow and find their definition of success. Through our efforts, we have achieved and sustained engagement scores in the 80% range (87% in our last internal surveys) and turnover rates less than 20% far beyond the average scores in the industry.While those results have translated into improved operational metrics (i.e. call abandoned rate, ASA, service level), the key is that the team can answer more calls, ultimately, leading to (in our healthcare industry) increased appointments yielding additional revenue which provides strong return on investment.
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  • Medstar Health
    Avp-Patient Access Centers
    Medstar Health 2017 - 2021
    Columbia, Md, Us
    As the healthcare industry continues to transform, access to care remains the key priority. Part of the transformation is instilling a consumer-centric mindset to those in the industry while caring and understanding the patient’s wants, needs, and expectations. With quality of the products and services of a given hospital system becoming less variable, customer service is a key differentiator. Your audience, the community you serve, accesses you through multiple touchpoints, various media and locations. The opportunity exists to provide exceptional customer service through those channels, developing the relationships, and increasing loyalty with those consumers/ patients. One of those channels is through the patient access centers where an agent has personal contact with the customer through a phone connection or other media such as webchat and emails. In fact, as the term contact center evolves to an omni-channel access center, the idea is to be there for the customer based on their timeframe and their desired form of access. The patient access centers are the connectors of the customer to a given service within the business. Specifically, one of our primary functions is to schedule appointments for a number of service lines such as orthopedics, home health, pain management, gastroenterology, women's health, plastics & reconstructive surgery. Based on the provider’s protocols and templates, we diligently and efficiently, establish an appointment to exceed the customer’s expectations as we match their needs with our specific clinical expertise. Using classic contact center metrics for call quality, operational efficiency, and customer service, we own that initial touchpoint and expect to strengthen their loyalty with MedStar Health through their health and wellness journey. Ultimately, when the consumer thinks about health and wellness, we want them to think MedStar Health first. If we can assist with that process, then we are successful.
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  • Township Of Evesham
    Councilman / Deputy Mayor (2000 To 2005, 2012 To 2021)
    Township Of Evesham 2012 - 2021
    Evesham Township continues to be a great place to live and raise a family.As a Councilperson in Evesham Township, my focus has centered on nurturing constant communications and “transparency” to enable our residents and constituents to be informed and arrive at consistently successful decisions.As a government official, I am entrusted with the health and welfare of the residents as well as the businesses within the township. I am one of the stewards of the community's resources. My role becomes more apparent and visible since I am where “the rubber meets the road.” Everyone can see the results of my decisions and the actions I take – good or bad. Are we providing police protection? Are we picking up trash? Are we delivering the finest parks, recreational, and senior services? Are we keeping expenses in line? And, of course, are we spending tax dollars wisely? Are we at a better place today?We have wisely partnered with neighboring towns to offer our services that meet their needs while reducing internal costs and ensuring stable taxes. We have improved and added recreational fields, reallocated internal resources, and employed public-private partnerships to increase our effectiveness at providing services.Running a government is like running a business where profits should always be returned to our residents in the form of improved services and a reasonable /stable tax rate. Traditional corporate concepts such as ROI - return on investment, business plans, best practices, and customer service all apply to ensure our township remains successful and prosperous.
  • Virtua Health
    Strategic Advisor / Consultant - Sales And Consumer Engagement
    Virtua Health 2015 - 2017
    Marlton, Nj, Us
    The healthcare industry is in the midst of a significant transformation. Exciting times are ahead for those that know how to embrace, navigate, evolve, and adapt to those changes. Virtua Health is one of those organizations that is well-positioned for the future of the healthcare industry. The days of “you build a hospital and they will come” are disappearing. The monopoly of addressing and managing the health and wellness of a consumer “just because” we serve a given community is not assured. We need to insert some of the principles of the retail markets. We need to understand the “voice of the customer" (VoC). We need to adjust the message to the market based on their requirements. While managing cost, quality, and access to care, we need to provide superior customer service and anticipate the customer’s (the patient’s) needs. Consumerism is the direction. We need to create loyalty and establish relationships before episodic or acute care treatment is needed. Many hospital systems provide a comprehensive set of services. However, many of them offer those services in a “siloed” approach. We need to “connect the dots” and provide a health and wellness plan that integrates all of the services that are offered. The word “sales” is not usually associated with the healthcare industry. The term “cross-selling” is even further disassociated with healthcare. However, most individuals sell without actually selling by how they represent their organization and their products when they engage with their family and friends. In this new world, we need to formally and structurally “sell” our brand both internally and externally as well as figuratively and literally. We need to “engage” the consumer – who is everyone we encounter. So, create loyalty by “selling” Virtua Health, understand the VoC, connect the dots, remove the product silos, tell the story, while maintaining quality outcomes, providing access, and controlling costs.
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  • Verizon Communications
    Director - National Customer Service Operations & Program Management
    Verizon Communications 2009 - 2014
    Basking Ridge, Nj, Us
    Serving as a leader at Verizon, has been one of the most rewarding experiences of my professional career as I had the pleasure of working with a truly outstanding group of professionals. We faced many challenges/opportunities due to our national presence, acquisitions, labor rules, and multiple technologies as well as continuously improving efficiencies, customer satisfaction, and reducing call centers costs By collaborating, launching lifecycle assessments, clearly determining/communicating definition of success we resolved many issues/easily navigated early challenges by partnering with key stakeholders/assessing what was tried before and failed, why/how to generate exponential rate of future successes. We utilized PMOs with various swim lanes, dashboards, teams, responsibilities with current resources and also facilitated face-to-face meetings, and constantly communicated the mantra to the team and employing my concept of “breaking bread and creating memories.”Many were pleasantly surprised at my personal engagement level, views/management style of “work hard, play hard.” I chaired numerous light-hearted, jovial, yet serious steering calls. Using the “shadow of the leader” reference, I casted a great shadow/enjoyed immense pride when I would hear, “the best project I have ever been associated with” or “serious, yet fun” or “how/when can I be a part of this project.” In 25 months, we transformed centers with +18,000 agents in 170 virtual/physical locations covering 7 lines of businesses with the successful execution of 17 cutovers under budget with a one day delay. I view that as the ultimate in teamwork.We delivered +$165 million in savings through cost reductions, occupancy and self-service improvements, and call volume reductions. Customer satisfaction improved by collapsing to one access number. We provided enabling technology to develop future capabilities, created consistent processes allowing the call center leadership to focus on personnel.
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  • Verizon
    Director - Various Regional And National Assignments
    Verizon 1999 - 2008
    Basking Ridge, Nj, Us
    - Consumer Sales & Customer Service Centers Robbinsville, NJ 2007 to 2008- Customer Service & Enterprise Network Management Centers Frazer, PA; Alpharetta, GA, Tampa FL, Austin, TX 2003 to 2007- Enterprise Customer Service Operations & Administration New York, NY 2002 to 2003- Business Customer Service Centers Mt. Laurel, NJ 2000 to 2002- Complex Implementations Mt. Laurel, NJ 1999 to 2000
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Ken D'Andrea Skills

Leadership Team Leadership Team Building Budgets Strategic Planning Telecommunications Business Development Project Management Call Centers Program Management Outsourcing Integration Recruiting Sales Management Marketing Direct Sales Product Development Competitive Analysis Business Continuity Disaster Recovery It Management Government Workforce Management Continuous Process Improvement Vendor And Contract Management Project Implementation Providing Direction Channel Sales New Product Launch Billing Operations New Product Development Process Improvement Management Vendor Management Business Process Improvement Budgeting Cross Functional Team Leadership

Ken D'Andrea Education Details

  • University Of Pennsylvania
    University Of Pennsylvania
    Organizational Dynamics
  • Lehigh University
    Lehigh University
    Electrical And Electronics Engineering

Frequently Asked Questions about Ken D'Andrea

What company does Ken D'Andrea work for?

Ken D'Andrea works for Medstar Health

What is Ken D'Andrea's role at the current company?

Ken D'Andrea's current role is Vice President - Contact Center Operations and Enterprise Access.

What is Ken D'Andrea's email address?

Ken D'Andrea's email address is kp****@****zon.net

What is Ken D'Andrea's direct phone number?

Ken D'Andrea's direct phone number is (888) 847*****

What schools did Ken D'Andrea attend?

Ken D'Andrea attended University Of Pennsylvania, Lehigh University.

What skills is Ken D'Andrea known for?

Ken D'Andrea has skills like Leadership, Team Leadership, Team Building, Budgets, Strategic Planning, Telecommunications, Business Development, Project Management, Call Centers, Program Management, Outsourcing, Integration.

Who are Ken D'Andrea's colleagues?

Ken D'Andrea's colleagues are Xavier Owens, Mhsa, Pam Blanton, Jezel Delarosa, Jasmine Croskey, Jonathan Kramer, Maria-Perez Buba Muoghalu Md Facp Fhm, Seona Lisse.

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