Melanie Periard Email & Phone Number

New York, United States

• Management of a Quality Assurance program for an outreach team of 63 individuals.• Developed trainings to provide a strong understanding of the member experience and improve customer satisfaction. The trainings included a strong emphasis on: professionalism, empathy, active listening, and effective use of a script.• Created and refined scripts for outreach staff around general outreach and specific campaigns.• Created a new meeting cadence around call listening for Team Leads and… Show more • Management of a Quality Assurance program for an outreach team of 63 individuals.• Developed trainings to provide a strong understanding of the member experience and improve customer satisfaction. The trainings included a strong emphasis on: professionalism, empathy, active listening, and effective use of a script.• Created and refined scripts for outreach staff around general outreach and specific campaigns.• Created a new meeting cadence around call listening for Team Leads and Managers that enhanced the insight of outreach performance and allowed team collaboration for improvement in the training and coaching of outreach staff.• Work with Product, Member Experience, Behavioral Design Team and clinical teams to coordinate solutions for customer needs with a strong emphasis on improving member Initial Kept Rates.• Development of policies and procedures for a start-up engagement QA program. The policies and procedures included guidelines for outreach staff on call listening and evaluation expectation’s as well as proper coaching procedures for Team Leads and Managers.• Key person in the advancement of an auto QA program using an Artificial Intelligence platform that monitors 100% of outreach calls. • Developed and implemented a QA scorecard used for Team Leads and Managers for required call listening and manual evaluations . Increased the number of manual audits done by Team Leads and Managers by 80%.• Increased the number of coaching sessions for outreach staff by 60%. Show less

New York, United States

• Provided leadership and support for an Outreach Team of 10 individuals to ensure KPI’s and productivity goals.• Supported new and existing team members by coaching, training, and mentoring.• Acted as a liaison between outreach, market teams and corporate teams within an extremely fast paced setting.• Interviewed and hired candidates for Outreach positions.• Increased the Team’s call volume by 60%• Assisted in the development of practical workflows for member engagement and… Show more • Provided leadership and support for an Outreach Team of 10 individuals to ensure KPI’s and productivity goals.• Supported new and existing team members by coaching, training, and mentoring.• Acted as a liaison between outreach, market teams and corporate teams within an extremely fast paced setting.• Interviewed and hired candidates for Outreach positions.• Increased the Team’s call volume by 60%• Assisted in the development of practical workflows for member engagement and improvement of the member experience.• Collaborated with CX Team to develop priming tactics to members just days before telephonic outreach. This increased member consents by 45%+.• Identified high risk, hard to reach and, transitioning members for community outreach. • Collaborated in developing research tactics for member connections.• Created scripting for Outreach within the North Carolina Market to easily engage and consent members to Cityblock services.• Used Looker and Google Sheets to analyze and report team’s performance metrics • Collaborated with Market and Engagement leads on trainings to increase consent totals in the North Carolina market netting results within a 2-week time frame- daily totals doubled Show less

New York, United States

• Engaged directly with Customers to share an understanding of company services and build trusting relationships for consent.• Provided well-documented handoff notes to Care Teams. • Attentive to personal and market metrics to ensure goals were met.• Communicative with a diverse Team of Outreach professionals who were equally committed to company values.• Utilized upskilling to work on special Outreach lists, such as High and Super Utilizers, as well as training documents and… Show more • Engaged directly with Customers to share an understanding of company services and build trusting relationships for consent.• Provided well-documented handoff notes to Care Teams. • Attentive to personal and market metrics to ensure goals were met.• Communicative with a diverse Team of Outreach professionals who were equally committed to company values.• Utilized upskilling to work on special Outreach lists, such as High and Super Utilizers, as well as training documents and reports.• Developed creative mapping routes to ensure result-oriented tactics for engaging members. • Continuously and creatively researched member information for successful contact. • Ability to keep an average 50%+ conversion rate when reaching members. Show less

Charlotte, North Carolina Area

- Provide Support for the daily operations of the marketing team.- Assist with all aspects of marketing for a Continuum of Care Community, including inquiry calls, setting up tours, relationship-building with prospective residents and entering data into Enquire lead management system.- Developed and initiated a marketing plan to access potential residents for Assisted Living and Memory Support Units and maintained 80-100% occupancy.- Development of marketing collateral, including… Show more - Provide Support for the daily operations of the marketing team.- Assist with all aspects of marketing for a Continuum of Care Community, including inquiry calls, setting up tours, relationship-building with prospective residents and entering data into Enquire lead management system.- Developed and initiated a marketing plan to access potential residents for Assisted Living and Memory Support Units and maintained 80-100% occupancy.- Development of marketing collateral, including brochures, flyers for special events, email blasts to prospective customers.- Developed and managed the move-in process for 148 Independent Living apartments, 14 Assisted Living apartments and 16 Memory Care units.- Create weekly and monthly Sales Progress Reports for Executive Management.- Assisted in the development of documentation/policy and procedures for the community at its beginning. Show less

Mount Dora, Fl

- Provided leadership, guidance and support aimed at improving employee morale, patient and family experiences and a safe, harmonious work environment.- Developed and initiated new procedures and policies that improved the efficiency of the unit.- Undertook all administrative duties as required to be compliant with state regulations.- Served as Project Manager for the unit remodel and renovation, including unit layout, furniture selection, painting and floor installation.- Drove… Show more - Provided leadership, guidance and support aimed at improving employee morale, patient and family experiences and a safe, harmonious work environment.- Developed and initiated new procedures and policies that improved the efficiency of the unit.- Undertook all administrative duties as required to be compliant with state regulations.- Served as Project Manager for the unit remodel and renovation, including unit layout, furniture selection, painting and floor installation.- Drove down the staff turnover rate to a record all-time low. Show less

Ormond Beach, Fl

- Managed a 40-bed Memory Support Assisted Living Community- Hired, trained and scheduled a staff of 30 people.- Maintained knowledge of the State of Florida's Assisted Living Facility regulations to ensure compliance and licensing of the community.- Served as initial point of contact for residents, families, staff, vendors and partners.- Educated family and staff regarding company services and procedures on a regular basis.- Represented the community and increased awareness… Show more - Managed a 40-bed Memory Support Assisted Living Community- Hired, trained and scheduled a staff of 30 people.- Maintained knowledge of the State of Florida's Assisted Living Facility regulations to ensure compliance and licensing of the community.- Served as initial point of contact for residents, families, staff, vendors and partners.- Educated family and staff regarding company services and procedures on a regular basis.- Represented the community and increased awareness through participation in outside events, professional groups and community involvement.- Maintained consistently 98-100% occupancy. Show less

Daytona Beach, Florida Area

- Served at liaison between the local office and the chapter office, serving 31 counties.- Managed programs for a client base of over 35,000 individuals within the two counties served.- Built a local Board of Directors of more than 15 community leaders in the private and nonprofit sectors. Members included: Pfizer, Visiting Angels, Local Elder Law, Clergy, Halifax Medical Center and the Mental Health Association.- Initiated advocacy campaigns at state and local levels, bringing… Show more - Served at liaison between the local office and the chapter office, serving 31 counties.- Managed programs for a client base of over 35,000 individuals within the two counties served.- Built a local Board of Directors of more than 15 community leaders in the private and nonprofit sectors. Members included: Pfizer, Visiting Angels, Local Elder Law, Clergy, Halifax Medical Center and the Mental Health Association.- Initiated advocacy campaigns at state and local levels, bringing together groups of professional and family caregivers, as well as individuals with Alzheimer's disease to lobby for state funding.- Prepared, recorded and proofread correspondences, invoices, presentations, marketing collateral, publications, reports and relevant material.- Marketed and promoted new Alzheimer's Association brand and logo.- Applied, received and implemented local grant funding to create a program for people in the early stages of Alzheimer's disease. Show less