Patrick Rowland Email & Phone Number

Portland, Maine, United States

York Maine

Recruited 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

Miami Florida

Tasked 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.

Belfast, Maine

Joined 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.

Responsible 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.

Led Teleservcies Strategic Operations area, after MBNA was acquired by BOA.

Held 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.

Responsible 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%.

Oversaw 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.