Kurt Polley, Ms, Mba Email & Phone Number

United States

• Supervised and mentored a team of operations associates, offering constructive feedback and growth opportunities.
• Led multiple initiatives simultaneously to enhance operational efficiency and boost revenue at Quartet's virtual clinic.
• Provided precise staffing recommendations through continuous maintenance of the staffing model and regular reporting of hiring needs.
• Maintained strong vendor relationships with Genesys PureCloud, UJET and Observe AI.
• Supported the implementation of Observe AI, a call quality and management tool.
• Enhanced inbound service level by more than 30% and reduced speed to answer by over 40 seconds through contact center optimization.

• Supervised and mentored a team of care navigator associates, offering constructive feedback and growth opportunities.
• Collected and reported contact center metrics weekly to senior leadership teams.
• Co-led the design, training, and implementation of Genesys PureCloud and UJET telephony systems for 50+ end users.
• Designed IVR trees and queue configurations to meet business needs.
• Maintained ongoing telephony system setup.
• Created and maintained Salesforce and Looker reports/dashboards for team and ad-hoc metrics.

• Engaged with 1000+ patients, ensuring exceptional care experiences.
• Consistently surpassed daily productivity goals.
• Adaptable in applying different workflows to assist patients with varying clinical requirements.
• Employed creative problem-solving techniques for complex patient issues.

• Designed and implemented pilots to engage clinical providers and practices; utilized data platforms to monitor progress and results.
• Developed and delivered meaningful presentations to senior leadership.

• Implemented Quartet's technology platform in 100+ primary care, specialty, and mental health practices effectively.
• Managed primary care and specialty practices in Boston, MA and Seattle, WA, establishing strong, enduring partnerships.
• Provided exceptional phone and email support to both providers and patients.
• Resolved technical and workflow issues, ensuring a seamless user experience and promoting product adoption.
• Contributed to product development by gathering user feedback and integrating features into roadmaps for enhanced value.
• Conducted advanced data analyses to identify opportunities and derive data-driven insights.

Greater Boston Area

• Assisted Brandeis University Professor Darren Zinner with his Managing Medicine course
• Tutored students answering questions relating to our current healthcare system
• Collected and recorded grades for the class
• Graded papers and case assignments

Burlington, MA

• Conducted a study to identify lean recommendations, reducing clinic physician idle time.
• Surveyed and interviewed staff to understand clinic challenges.
• Led data collection and analysis for clinic workflow, resulting in identified cost savings.
• Presented findings and recommendations to hospital administration and department leadership.

Charleston, South Carolina Area

Greater Boston Area

• Collected patient data from Longitudinal Medical Record (LMR) and recruited participants.
• Initiated a study on medical comorbidities with Obstructive Sleep Apnea pre and post-surgery.
• Wrote and submitted an Institutional Review Board (IRB) application.

Charleston, South Carolina Area

• Collected data on Transcranial Magnetic Stimulation and entered into Excel
• Analyzed data and identified trends in TMS treatments’ "response and remission rates, dosages, and treatment parameters"
• Published paper in Brain Stimulation Journal with Dr. Mark George titled “2010 Updated Avery-George-Holtzheimer Database of rTMS depression studies”
• Interacted with patients; observed treatments

Master Of Business Administration (M.B.A.), Nonprofit Management, Healthcare Management

Master'S Degree, Biomedical Sciences, General

Bachelor Of Arts, Biochemistry, Cellular, And Molecular Biology

Major: Biochemistry, Cellular, and Molecular Biology Minor: Latin

High School

Activities and Societies: Cum Laude Society