Pam Carter Email and Phone Number

• Led a team of 6 Implementation Specialists, managing up to 60 concurrent pharmacy benefit implementations and enhancing customer satisfaction by implementing best practices with Salesforce and Jira for effective project management.• Spearheaded cross-functional collaboration to evaluate and automate processes, achieving a 20% increase in project delivery efficiency and overall customer satisfaction.• Developed key performance indicators (KPIs) and collaborated with the team to enhance… Show more • Led a team of 6 Implementation Specialists, managing up to 60 concurrent pharmacy benefit implementations and enhancing customer satisfaction by implementing best practices with Salesforce and Jira for effective project management.• Spearheaded cross-functional collaboration to evaluate and automate processes, achieving a 20% increase in project delivery efficiency and overall customer satisfaction.• Developed key performance indicators (KPIs) and collaborated with the team to enhance efficiencies, achieving a 95% on-time completion rate for project tasks and a 97% accuracy rate in data entry.• Redesigned the department's Confluence page into a streamlined data access hub, improving information retrieval and enhancing user experience.• Served as the liaison to the Salesforce Administrator, optimizing workflows to address process gaps and enhance integration efficiency for a seamless customer experience.• Developed comprehensive onboarding strategies and tailored training programs, reducing onboarding time by 10% and ensuring quicker client engagement with the platform. Show less

• Managed a diverse team of 15 client service consultants, representatives, and call center agents in a SaaS environment, improving client implementation, onboarding, training, program development, issue resolution, incident escalation, and handling Tier 1/2 customer requests.• Managed 150-250 client service tickets weekly, supporting wellness companies, health plans, hospitals, point-of-care services, and other external clients, demonstrating adeptness in high-volume, healthcare-focused… Show more • Managed a diverse team of 15 client service consultants, representatives, and call center agents in a SaaS environment, improving client implementation, onboarding, training, program development, issue resolution, incident escalation, and handling Tier 1/2 customer requests.• Managed 150-250 client service tickets weekly, supporting wellness companies, health plans, hospitals, point-of-care services, and other external clients, demonstrating adeptness in high-volume, healthcare-focused customer service environments.• Deployed Zendesk SaaS for customer support and created call center workflows to drive additional revenue, managing 50-60 tickets daily for platform end-users.• Cultivated strong client relationships through regular weekly and monthly meetings, contributing to a 27% increase in product adoption among 45 clients, and directed the product team on module improvements using Scrum methodologies, showcasing a blend of strategic leadership and technical acumen.• Established a document management plan for consistent review and updates of user guides, specification documents, and program setup materials, ensuring clear platform functionality and infrastructure.• Trained team members on client system setup, including code configuration, updates, and enhancements across three platforms• Ensured adherence to HIPAA, CMS, HITRUST, and internal security policies and procedures.• Developed and analyzed KPIs such as ticket turnaround, response time and resolution, tickets per agent, and escalations to drive process improvement.• Streamlined and automated site creation processes, reducing client-specific processing time by 20-30 hours.• Developed standardized processes for testing protocols, HRA development, data destruction, and FTP setup.• Restructured department, providing cross-training and promoting staff members to support performance and growth. Show less

• Spearheaded SaaS implementations for the ConXus platform for large-scale enterprise clients, enhancing wellness program delivery through meticulous project management and stakeholder engagement, resulting in 96% client retention. • Oversaw all aspects of implementation projects, from requirements gathering and configuration to custom development design, quality assurance, and data exchange coordination, while adhering to data security and privacy regulations.• Established and nurtured… Show more • Spearheaded SaaS implementations for the ConXus platform for large-scale enterprise clients, enhancing wellness program delivery through meticulous project management and stakeholder engagement, resulting in 96% client retention. • Oversaw all aspects of implementation projects, from requirements gathering and configuration to custom development design, quality assurance, and data exchange coordination, while adhering to data security and privacy regulations.• Established and nurtured strong relationships with key stakeholders.• Collaborated with the Product team to translate customer feedback, issues, and requests into actionable items for the product roadmap.• Ensured data security by managing encrypted data pathways via sFTP, API, identifying third-party risks, and maintaining active security registrars of administrators to ensure regulatory compliance. Show less

• Developed a multi-million-dollar virtual health and wellness coaching program from scratch, leveraging expert knowledge to address individual health risks with targeted coaching protocols based on established behavioral theories.• Recruited and managed 30 remote health and wellness coaches, implemented best practice guidelines, ensured program quality remained above 95%, and revised policies and procedures to enhance efficiency.• Developed program questionnaires, call structures, goal… Show more • Developed a multi-million-dollar virtual health and wellness coaching program from scratch, leveraging expert knowledge to address individual health risks with targeted coaching protocols based on established behavioral theories.• Recruited and managed 30 remote health and wellness coaches, implemented best practice guidelines, ensured program quality remained above 95%, and revised policies and procedures to enhance efficiency.• Developed program questionnaires, call structures, goal categories, documentation templates, stratifications, and coaching procedures in SaaS software to support consultations with over 55 - 60 clients weekly on weight loss, stress reduction, and tobacco cessation, resulting in an 85% productivity rate.• Monitored key performance indicators including call times, calls per coach, outreach success, call outcomes, satisfaction, and quality measures. Show less

• Led an 18-member health and wellness coaching team, elevating quality and productivity benchmarks to over 95% by implementing rigorous quality checks and coaching certifications through Wellcoaches.• Spearheaded the adoption of standardized processes and quality assurance measures, ensuring adherence to high-quality standards and contributing to the team's professional development resulting in 92% client retention.• Collaborated with executives and business users to align business… Show more • Led an 18-member health and wellness coaching team, elevating quality and productivity benchmarks to over 95% by implementing rigorous quality checks and coaching certifications through Wellcoaches.• Spearheaded the adoption of standardized processes and quality assurance measures, ensuring adherence to high-quality standards and contributing to the team's professional development resulting in 92% client retention.• Collaborated with executives and business users to align business processes across upstream and downstream teams, ensuring smooth and efficient operations. Show less

• Elevated customer satisfaction by maintaining a consistent >95% satisfaction rate through personalized coaching 55-60 clients weekly on nutrition, activity, stress, and tobacco, demonstrating a strong foundation in customer success principles.• Developed and maintained a SaaS platform user guide, achieving a >98% quality standard, showcasing proficiency in SaaS tools and a commitment to operational excellence and customer support.• Created a process for assessing individual risk… Show more • Elevated customer satisfaction by maintaining a consistent >95% satisfaction rate through personalized coaching 55-60 clients weekly on nutrition, activity, stress, and tobacco, demonstrating a strong foundation in customer success principles.• Developed and maintained a SaaS platform user guide, achieving a >98% quality standard, showcasing proficiency in SaaS tools and a commitment to operational excellence and customer support.• Created a process for assessing individual risk stratification based on Health Risk Assessment results and established categories for health coaching.• Served as the technical liaison between the vendor, PDHI, and the Health & Wellness Department. Show less

Worked as Assistant Foodservice Director. Worked as a Dietitian in various hospitals and clinics.