Patrick Rowland Email and Phone Number
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Action-driven executive with a results driven career in the medical, financial, manufacturing and retail industries. Extensive experience in startups, achieving profitable business growth and effective leadership. Offers high-caliber leadership qualifications, finely tuned business instincts and over 30 years of successful management experience. Proven abilities in operations, customer service, process improvement, change management, sales and team development.High energy catalyst, expert at growing businesses/teams from concept to completion. Effective at introducing innovative technology and functional design solutions to achieve business results. Comfortable and effective in high profile leadership roles, making critical decisions, managing uncertainty and solving complex business challenges. Effective leader with a clear sighted, inclusive and collaborative management style - producing exceptional results.
Martin'S Point Health Care
View- Website:
- martinspoint.org
- Employees:
- 680
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Director Of Contact Center & Patient Experience AdministrationMartin'S Point Health Care May 2022 - PresentPortland, Maine, United States
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Director Of Patient Care AccessYork Hospital May 2018 - May 2022York MaineRecruited to implement patient management centralization plan, expand patient transportation function and introduce nurse triage and other service functions to the call center. Grew 6 person call center to 30 seat contact center function. Improved patient satisfaction while reducing FTE requirements for scheduling referral and pre-certification functions. Tripled patients serviced by transportation team, increased insured patients via outreach by insurance navigator and ensured patient care via prescription assistance. Served as co-chair on leadership RCM committee and served on leaderships performance management committee. Instrumental in start-up of Covid 19 testing site and vaccination clinics. Oversaw Covid 19 "screener" function network wide -
Director Client SupportCarecloud Oct 2013 - May 2018Miami FloridaTasked with building a “Best-in-Class” client support function for a small 5 year old cloud based healthcare IT business doubling in size annually. Responsibilities include leadership of the Training, Client Success and Support Center functions. Accomplishments include design and implementation of new training and quality programs, development of KPI measurement and reporting, call projections and capacity planning. Also responsible for implementing salesforce.com’s “Service Cloud” CRM and Knowledge Base software, introducing Chat to the support channel and implementing Five9 cloud based telephony platform. Initiated the company’s first Client Satisfaction Survey using Net Promoter Score methodology, introduced a third party vendor for patient calls, and headed a project to bring Lockbox services to our concierge clients. Wrote the business continuity plan and oversaw the disaster recovery process for the company. Served a leadership role in the process design rollout of the company’s initial payer rules engine, the patient experience program and the client success process. -
Client Service Center DirectorAthenahealth Mar 2008 - Jul 2013Belfast, MaineJoined athenahealth to transform a small 17 person office style environment into a highly functioning 240 seat call center help-desk in a complex cloud based industry. I was charged with migration of the team from Watertown Ma. to Belfast Me. and oversee explosive growth in the business and the operation. Accomplishments include design and implementation of a new functional model that would maximize growth, learning and service, expanded the service model to include patient support, and integrated new business offerings into the support model seamlessly. Responsible for implementing the new on premise Avaya Telephony platform. Selected as one of the top twenty directors in the company to participate in the inaugural director leadership program and received 4 annual company awards for excellence in learning, innovation and project execution. -
Senior SupervisorLl Bean May 2006 - Mar 2008Responsible for call center operations for a 300 seat call center which expanded to 1,400 during the holiday season. Accomplishments included development of an automated “peak seating” plan to seamlessly integrate seasonal workforce expansion, founding member of company’s first leadership development program and implemented new training programs and streamlined services operations to ensure high levels of customer satisfaction. -
Vice PresidentBank Of America Feb 2006 - Apr 2006Led Teleservcies Strategic Operations area, after MBNA was acquired by BOA. -
Vice PresidentMbna Jan 1996 - Feb 2006Held leadership positions in Customer Service, Customer Marketing, Strategic Operations and TeleServices operations. Highlights included, growing the Customer Marketing department by 30 FTE a month for over two years, Increasing outbound marketing list penetration from 28% to over 40%, oversaw migration of channels marketing database to SQL server, led the re-organizational efforts of moving inbound telemarketing to a vendor.
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Corporate Services ManagerEbs Building Supplies Apr 1990 - Nov 1995Responsible for all management functions of the Ellsworth branch retail flagship store as well as all corporate operations for the eleven branch chain. Accomplishments included successful introduction of flooring and installed sales into the product mix, increasing branch sales by 33%, productivity by 18% and operating profit by 30% in three years of sluggish economic times, and re-structured the fleet purchasing/leasing program to reduce operating costs by 15%.
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General Manager Southern DivisionNorthern Products Log Homes Sep 1984 - Mar 1990Oversaw operations and general management for the southern division of company providing pre-cut log home packages throughout the US and Japan. Responsible for the design and setup of a facility that included a franchise dealer network, planer mill operation, and pre-cut log production line working 3 shifts. Highlights included achieving profitability in the first year of operations, design and introduction of two new log styles and developed the first franchise and model home in Japan.
Patrick Rowland Skills
Patrick Rowland Education Details
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National School Of Conservation3.8
Frequently Asked Questions about Patrick Rowland
What company does Patrick Rowland work for?
Patrick Rowland works for Martin's Point Health Care
What is Patrick Rowland's role at the current company?
Patrick Rowland's current role is Director of Contact Center and Patient Experience Administration at Martins Point Healthcare.
What is Patrick Rowland's email address?
Patrick Rowland's email address is pr****@****tal.com
What is Patrick Rowland's direct phone number?
Patrick Rowland's direct phone number is +130526*****
What schools did Patrick Rowland attend?
Patrick Rowland attended National School Of Conservation.
What are some of Patrick Rowland's interests?
Patrick Rowland has interest in Children.
What skills is Patrick Rowland known for?
Patrick Rowland has skills like Process Improvement, Management, Operations Management, Call Centers, Strategic Planning, Project Management, Call Center, Leadership, Healthcare Information Technology, Customer Satisfaction, Vendor Management, Training.
Who are Patrick Rowland's colleagues?
Patrick Rowland's colleagues are Donald Hendrix, Rouleau Celeste, Brooke Cowles Pharmd, Rph, Theresa Armstrong, Tin Hangoc, Jennifer Magri Gallagher, Chelsea Blake.
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