Kristen Joyce Email & Phone Number

Lone Tree, Colorado, US

• Lead operations across PE-backed organization in 15+ metro areas with 60+ physicians. Highly cross-functional role, collaborating closely with technology, marketing, payor, clinical, and revenue-cycle management while.
• Independently led the transformation of an understaffed scheduling team into a fully staffed contact center, implementing KPI tracking, call quality expectations, and technological advancements that resulted in a 117%.
• Implemented self-scheduling and led go-to-market strategy as part of broader digital platform launch
• Transitioned organization to new patient survey tool increasing positive reviews by 173% in initial 90 days
• Reduced turnover by 55% in downline team

Minneapolis, MN, US

Woonsocket, RI, US

• Formulated and executed the strategic direction for contracting and engaging external manufacturers at Zinc Health Services, a newer CVS subsidiary, focusing on rapid scaling and growth. Established cross-functional.
• Oversaw a portfolio of 300+ complex pharmacy (PBM) contracts, encompassing value-based and rebate-focused agreements, generating over $1B in annual revenue.
• Achieved a 155% increase in measurable productivity in direct reports within six months by implementing new efficiencies.
• Created and executed an onboarding playbook, defined objectives/KPIs, and developed standard operating procedures for a newly established team, playing a pivotal role in building the operational infrastructure.
• Partnered with internal and external executives to optimize workflows and processes, leading to an 85% decrease in backlogged work, as well as facilitating prompt addressing of contracting queries and rapid contract.
• Provided essential support to leadership by crafting executive-level and Board reports, utilizing data to effectively communicate narratives and provide valuable insights.

Minneapolis, MN, US

• Collaborated with multiple business units to facilitate the adoption of strategic initiatives, fostering cross-functional alignment and driving organizational growth. Contributed to Board reporting, providing valuable.
• Established an effective operational framework for the launch of a new subsidiary, resulting in rapid growth to $11B in assets within three years.
• Built and sustained financial reporting systems and key performance indicators (KPIs) for shared work across six subsidiaries and 36 work streams, enabling comprehensive tracking of financial and operational performance.
• Devised a robust contracting strategy for the launch, encompassing the identification of essential contracts and work streams to adhere to regulatory obligations.
• Developed and implemented robust vendor management protocols, sourcing and managing third-party vendors through comprehensive RFP/RFX, onboarding, and risk assessment programs to mitigate operational, regulatory, and.

Basking Ridge, NJ, US

• Led a global contact center team of 3K agents located in the United States, Mexico, Philippines, and India, ensuring effective collaboration and coordination across different geographical locations. Acted as the.
• Provided valuable contributions in contract-restructuring efforts and negotiated to prioritize enhanced performance through the implementation of financial incentives and penalties to drive desired outcomes
• Prepared a tailored global chat curriculum centered on an American communication style, resulting in a noteworthy 4% increase in customer satisfaction scores, along with a substantial average handle time improvement of.
• Surpassed the national training goal by elevating the completion rate to 95.6% for a team of 3K agents, demonstrating a substantial 31% increase achieved through individual efforts
• Contributed to cost-saving efforts by implementing training enhancements, optimizing onboarding plans, and improving operational efficiencies, contributing to a reduction of the total expense target from $725M to.

Master Of Healthcare Administration, Mha

Bachelor Of Science - Bs, Organizational Leadership