Marlo Hamby Email & Phone Number

As the Global Operations Manager, I support the daily global operational activities to ensure excellent service delivery to ReleasePoint clients. The role acts as the primary liaison among the various operational groups, Performance Management Units, and Client Experience to streamline operations, resolve issues, improve processes, communications, and ensure a smooth, healthy, balanced relationship. I ensure operational improvement initiatives are properly executed, oversee the reporting function, and ensure that all services are delivered to a consistently exceptional standard and efficiently deal with issues in a timely manner.

As the Global Service Delivery Manager, I was responsible for the coordination of excellent service delivery by operational departments to ReleasePoint clients. This role acted as the liaison between the ReleasePoint business operations and the Client Experience Team to streamline operations, resolve issues, improve processes and communications, and ensure a smooth, healthy and balanced relationship. I also oversaw the reporting function and ensure that all services are delivered to a consistently exceptional standard and shall efficiently deal with issues in a timely manner and with the least possible impact to others.

As the Senior Team Leader, I worked closely with Operations to deliver exceptional operational delivery and client support throughout the medical record retrieval process. I was responsible for assisting the upper management in all aspects of the team’s activities, including but not limited to handling production issues, client issues, and team management.

As the Telephone Services Representative, my responsibility was to contact, follow up with and retrieve medical records from individual physicians, medical groups and hospitals, provide appropriate authorization documents, and follow up with facilities until the medical records have been received.