Rowena Semilla Email & Phone Number

(Via Augmedix acquisition)

(Acquired by Commure)

Remote

- Performed risk assessments, including project audits and redlines, on steady state, ramp-up, and at-risk client accounts to ensure medical documentation standards are met as defined by quality assurance metrics. Analyzed data and error patterns to track and highlight progress, and made recommendations to remove roadblocks.- Assisted in successfully remediating numerous account escalations and delayed implementations by performing root cause analyses to determine the need for resource re-allocation, and continuously facilitated change management with project stakeholders. - Identified variations within departmental procedures which impacted cross-functional teams. Utilized Lean Six Sigma methodologies to restructure standard operating procedures, eliminate waste, and create alignment between local and international team members. - Collaborated with cross-functional teams and international partners to identify new process improvement opportunities in the areas of training, operations, product, implementation, and customer success.

Remote

Specialties: UCSF OB/GYN, Geriatrics, and Primary CareSubspecialties: Minimally Invasive Gynecologic Surgery, Comprehensive Fibroid Center, Endometriosis Center, Transgender Care Clinic- Virtually accompanied physicians to up to 20 patients' visits per day. - Electronically charted histories, diagnoses, pertinent results, treatment plans, and physical examination findings in order to allow physicians to focus on patient care.- Reported data discrepancies to care teams in order for treatment plans to be adjusted accordingly.- Expedited patients’ visits by updating physicians on recent imaging studies and lab results and placing imaging and medication orders.- Established and maintained effective working relationships with 8 physicians and adapted to their different workflows and charting styles.

San Francisco Bay Area

- Managed full-circle recruiting, scheduling, on/offboarding, performance reviews, and corrective action for three departments and 30+ employees.- Improved customer experience processes to bolster client retention during scaling, and maintained a quarterly NPS of 70+ while the franchise increased client volume by 40% in less than one year. - Collaborated with brand specialists from Murad, Obagi, Jan Marini, PCA Skin, and Envy Medical which assisted in tripling skincare service units in less than one year.- Maintained position of highest revenue clinic in SF Bay Area region for over one year and retained the largest client base in the Bay Area region during and after a 6-month relocation process.- Organized in-house marketing strategies and projects to promote rollouts of new products and services.- Executed HR duties including the structuring of compensation/incentive programs and coordinating benefits and insurance enrollment.- Ensured employee and franchise compliance with local, State, and Federal regulations.- Consulted for other franchisees and management teams to strengthen regional performance and camaraderie.

San Francisco Bay Area

- Identified key target segments for outbound prospecting and developed strategic, cross-organizational partnerships which increased client accounts by over 300% within three months of promotion.- Developed and implemented relationship-based sales training and negotiation processes to foster client trust and support team member growth, which reduced monthly churn rate by an average of 54%. Achieved the highest net member gain in the Bay Area region for consecutive months.- Analyzed KPIs and marketplace trends to structure incentive programs and clinic goals, and conducted quarterly training meetings with front and back-end team members designed towards meeting milestones.

San Francisco Bay Area

- Responsible for overseeing account implementations and orientations, and generated a monthly revenue increase of 10% through re-engaging with defaulted accounts.- Consistently exceeded monthly sales quotas by a range of 10-40%.- Addressed escalated client issues and promptly found resolutions for their concerns.

- Provided multi-channel outreach to members (phone, chat, email, internal CRM system) which ensured client satisfaction, and provided member education related to all aspects of their accounts.- Oversaw daily correspondence of all guest feedback and survey results, reported on key metrics surrounding the guest experience, and formulated action plans to improve processes.