Develop and create marketing materials for field employees including sales and reimbursement managers to use with prescribers and office staff. Materials include enrollment forms, patient support programs, reimbursement guides and information on acquisition and implementation for a provider-administered injection.

Managed Patient Assistance Programs to ensure cost was not a barrier to medication therapy; managed vendors, strategic planning, and tactical execution for entire program lifecycle. Led various leadership development/human resource initiatives.- Created development positions for employees- Advocated for nursing mothers program which publicly established the company as best in class for nursing mothers.- Established company as employer of choice for LGBTQ employees by becoming sole RTP leadership representative for Employee Resource Group. Participated in program launch and vision/mission/values setting and led external events for three years. Winner of Boston Pride 2015 ‘best adaptation of a theme’ and gained visibility through sponsorship of NC Equality Gala.- Led community of practice on leadership models and tools, including Lohminger®, Situational Leadership®, MBTI®, DiSC®, and Strengthsfinders®- Built awareness of unconscious bias and improved cultural sensitivity in conjunction with training vendor. The training is now part of on-boarding and being considered for global roll out.- Led large-scale effort to convert patients to commercial coverage, resulting in over $275M additional revenue per year in 2014.- Improved communication and training for outreach efforts, leading to 77% of those surveyed to rate the process as greatly improved. - Initiated contract modification, resulting in $450K annual savings.- Created and implemented process and policy changes, resulting in reduced patient time to start by >75% and increased number of patient starts by 50%.- Created guidelines allowing Reimbursement program leads to approve escalations meeting certain criteria without needing legal review. Saved 15+ hours of work per month and reduced time to resolution by over 60%.

Performance management and career development for patient services coordinators. Maintained strong team rapport through individual coaching, team meetings, goal clarification, and open-door communication, leading to superior business results.- Designed and led comprehensive leadership development workshops on Strengthsfinders® principles. Initial two-hour workshop was rolled out to entire 300-person department. Led team that created/facilitated quarterly one-hour workshops. Designed and led eight-hour workshop for management/leadership team members.- Provided development, performance management, and career coaching for teams of 12-16 members, resulting in at least 15 promotions and job transitions.- Reduced time to supervisor on-boarding by 50% through the creation of on-boarding program; - Designed and facilitated workshop on behavioral anchors, resulting in improved performance management and leadership alignment. Identified commonalities as well as unearthed potential conflicts between the way supervisors valued behaviors versus numbers.- Redesigned employee orientation program to help assimilate new employees more effectively and efficiently by using adult learning principles.- Led efforts to create new job level, leading to more opportunities for advancement and development.- Created team of experts who led testing of new workflow and process which became the model for future launches, helping product launch exceed sales expectations and records.- Partnered with HR to propose and write a new job description for an additional job level. Additional promotion opportunity helped increase employee retention and morale.- Partnered with quality and legal to gain approval to change the way agents confirmed patient identity, which reduced customer frustration and reduced call length by 5%.

Provide feedback and direction to teammates on various call center responsibilities. Monitor quality calls and coach teammates on call excellence. Act as a mentor and resource for team. Communicate team issues to Supervisors and ensure leadership initiatives are communicated to and understood by the team. Manage 50% customer caseload. Handle escalated customer calls.