Robin Hailey Email & Phone Number

Led a core training team while collaborating with remote staff to address diverse organizational training needs. Designed and implemented a comprehensive onboarding program, accelerating new employee integration. Spearheaded vendor collaborations to enhance service delivery and optimize resources. As a key member of the implementation committee, ensured clear communication of training initiatives. Cultivated cross-departmental relationships to identify and address training gaps, improving workflows and operational effectiveness. Directed the development of industry-leading workflows, driving efficiency through strategic planning. Served as a subject matter expert for Practice Management and EHR systems, delivering regular training to Center Managers and creating in-depth, practical training materials. Enhanced the LMS to promote continuous learning and designed targeted training programs for performance improvement. Played a pivotal role in deploying NextGen EPM and EHR systems across 150+ locations, overseeing configuration, training, and support. Managed center operations, optimizing scheduling, payroll processes, and patient satisfaction to ensure operational excellence.

Led the implementation and continuous training of NextGen EHR across multiple centers, significantly enhancing operational efficiency. Orchestrated successful training and support for over 500 team members during system go-lives, ensuring a seamless transition to new processes. Through collaboration with corporate departments and center teams, identified and integrated best practices, leading to improved patient satisfaction scores. Managed a team of trainers, overseeing their performance and delivering ongoing education programs to address evolving business needs.

Led a centralized training team while collaborating with decentralized staff to address diverse organizational training needs. Developed and implemented a comprehensive new hire orientation program, fostered productive vendor partnerships, and ensured consistent training communication as a key member of the implementation committee. Partnered with corporate departments to identify and address training gaps and improve workflow efficiency. Spearheaded the design and implementation of best practice workflows, achieving operational excellence through strategic oversight. Served as a Subject Matter Expert for Practice Management and EHR system updates, conducted regular training sessions with Center Managers, and authored expert training documentation. Enhanced LMS content and developed targeted training programs to drive behavioral change. Played a crucial role in the NextGen EPM and EHR rollout across 150+ centers, managing system setup, training, and implementation support. Oversaw center operations, ensuring efficiency in scheduling, payroll, and patient satisfaction.

Oversaw day-to-day operations of a fast-paced courier/delivery business, delivering excellent customer service and managing client relationships, which led to year-over-year growth for four consecutive years. Organized and coordinated all activities to ensure cost-effective operations, while supervising and training office personnel. Responsibly tracked and submitted timely, accurate payroll information for up to 50 employees and independent contractors. These efforts contributed to the company being recognized as one of Jacksonville's 50 Fastest Growing Privately Held Companies in 2008.

Demonstrated career progression from Agent to Sr. Agent, then to Trainer, and ultimately to Market Manager. Leveraged excellent organizational skills to meet high-volume staffing needs on time while maintaining strong client interactions. Led and motivated a team of 10+ agents to meet time-sensitive deadlines. Oversaw cost-effective operations for 5 high-volume on-site clerical clients. Facilitated classroom-based technical training for groups of 15+ agents during the company's software transition, showcasing versatility in both operational management and training roles.