Senior Patient Services Director, led strategic oversight of patient assistance programs, ensuring exceptional customer service and compliance with regulatory requirements. Led a team of 20+ staff, streamlining procedures and directing distribution of $350M in patient assistance to 100,000+ patients. Developed SOPs and process improvements for CRM and patient assistance/reimbursement programs, resulting in a 60% reduction in new hire training period. Oversaw cross-functional and highly matrixed teams in change management, annual strategic planning, marketing, and compliance.• Increased PAP/HUB efficiency by 50% and increased patient satisfaction by 20%; orchestrated the implementation of data-driven continuous improvement initiatives. • Eliminated process waste by reviewing and revamping the entire PAP/HUB application process. • Product owner for 4 vendors; overseeing the overhauling of AKF’s custom CRM, Patient Service Marketing/Communications program, and all aspects of AKF’s PAP/HUB compliance program. • Optimized reporting and profitability tracking by designing and enhancing custom CRM systems.

Senior Data and Patient Services Director, focused on expanding communication methods and improving operational efficiency within PAP/HUB Department, engaging 100,000 patients and 20,000 monthly users through an outward facing custom CRM/Patient Portal. Managed a team of 20+, including a 5 member CX team. Responsible for all continuous improvement programs, compliance program management, and patient data analysis.• Decreased communication wait times by 25%; leveraged predictive analytics to improve patient experience and operational efficiency.• Saved $1.3M by implementing a comprehensive compliance program; reducing process and payment waste, while simultaneously optimizing financial accuracy.• Reduced operation costs by 10%; implemented customer service-based cost-saving measures, while maintaining superior customer service standards.

Senior Customer Experience and Project Management Director, governing a 5 member CX team and responsible for optimizing all aspects of the American Kidney Fund patient journey. Led cross-functional teams to develop company wide marketing/communication strategy, process improvement strategy, CRM continuous improvement programs, and oversaw vender communications/negotiations. • Expanded user base by 110%; spearheaded initiatives that expanded patient accessibility to an outward facing patient portal/CRM.• Increased PAP/HUB productivity by 82%; significantly reduced error rates using Six Sigma techniques, process improvement strategies, revamped patient journey procedures.• Realized $1.9M in lifetime savings; introduced procedural updates, patient portal/CRM enhancements, new training methodologies, resulting in the elimination of seasonal contract work.• Scaled from 60,000 patient applications/year to 100,000+ patient applications/year by slashing application processing time by 66%; reviewed and updated patient application approach by removing unnecessary eligibility policies, resulting in the Patient Services Department’s ability to reallocate staffing resources towards creating a more patient emboldening/centric application process.