Michael Williford Email & Phone Number

Serve as a Workflow Coach as a key player on the Transformation team and an integral part of the Virtual Radiology Assistant program. Support 3800 radiologists across all 50 states in a coaching role with emphasis on elevating the level of care for patients, as well as maximizing staff productivity and optimizing workflow. ✔ Hired as the first person on the team to assist in creating and shaping the program from the ground up, as well as hiring of all support team staff.✔ Ensure the delivery of 1:1 “white glove” support services for radiologists with focus on efficiency and time management. ✔ Assess competencies of Virtual Radiology Assistants in 3 key areas encompassing clinical applications, fundamentals of radiology, and program workflow, through the administration of written and practical exams.✔ Ensure competency in clinical applications, radiology fundamentals, and VRA program workflows.✔ Understand radiologists’ workflow and provide training and clinical applications support to optimize their workflow.✔ Build exceptional relationships with facility staff and radiologists to build trust and add value to their experience.✔ Working closely with program stakeholders to improve program standards and outcomes.✔ Serve as an SME in radiology workflow practices, clinical applications, and relevant hardware.

Worked directly with InteleViewer/InteleRad clients, ensuring clients had both the operational and technical support. Served as the Team Lead for Northeast US Region. Oversaw the implementation of the platform, conducted training and provided ongoing technical and operational support for clientele.✔ Provided in-depth customer training on systems functionality and all financial reporting.✔ Served as a product expert collaborating closely with QA and Development teams to ensure total customer satisfaction and continuity.✔ Ensured efficient and seamless site setup, quick problem resolution, detailed follow up, and excellent service delivery. ✔ Consistently managed projects for customer engagements to ensure quality project deliverables and milestones were met.

Served as a product owner for voice recognition, managed requests for a variety of technical needs and provided specialized support for customers to ensure they were using the software properly.✔ Performed in-depth research and complex problem resolution on a daily basis to achieve optimal first call resolution.✔ Communicated and collaborated across teams and departments to fully resolve issues. ✔ Provided quality support to users, employing a high degree of customer service, technical expertise, and timeliness. ✔ Demonstrated success in meeting or exceeding all departmental metrics for customer satisfaction, productivity and service.

Oversaw management of 120 total support agents across 6 markets providing operational and technical support for radiologists.✔ Managed and reported KPI metrics to physician and operational leadership.✔ Engaged with other departments to initiate growth strategies and strategic planning.✔ Oversaw the merger of three other practices (Imaging Advantage, Rays, and Candescent Health’s) support teams. ✔ Designed, created, and managed a process improvement team which increased radiologists’ efficiencies.✔ Transitioned Rays, Centralized Teleradiology Solutions, and all HCA Allegiant’s support teams to the Candescent Health platform.✔ Implemented several critical operational workflow changes to all support teams (critical finding, stroke, downtime).

Promoted to create this distributed service solutions department that previously did not exist to provide operational and technical support for radiologists. Manage an operations support team of 27, including hiring, training, and creating standard documentation. ✔ Created and managed a data driven balancing mechanic for MERGE 6.4 (technology platform for radiologists), allowing balanced reads between radiologists.✔ Developed a model that showed daily/weekly/monthly demand vs. capacity, allowing better decision making for radiologist staffing.✔ Acquired another radiology practice (Allegiant) in 2016. Created a basic structure to allow new policies and procedures to be created, implemented, and maintained.✔ Continued to rollout the PACS system on new sites as needed. Revisited customer sites twice a year to ensure customer satisfaction. Worked directly with physicians to continually improve the support role.

Sunrise Florida

Served as a liaison for radiologists providing training and support for them at their facilities.✔ Provided onsite support for rolling out a new PACS system to over 30 facilities. ✔ Worked with site’s Imaging Director, PACS Admin, Radiology, and ER staff. ✔ Worked 1:1 with 100% of a facility’s technologists, including 1st, 2nd, and overnight shifts.✔ Called critical findings and triaged/escalated technical issues.

Mathematics, B.S.

🎓 Bachelor Of Applied Science Degree In Supervision And Management - Graduated Magna Cum Laude