Ryan Belcher Email & Phone Number

Greater Boston

• Led all client, member, and vendor services for a level-funded healthcare program startup with a 100% renewal rate. The managed book of business totaled $4.5M+ in client funding.
• Redesigned pharmacy benefits to save clients $916K per year while reducing member out-of-pocket by 35%. This captured 95.1% of projected savings through alternative pharmacy sourcing.
• Implemented organizational Key Performance Indicators (KPIs) to help clients achieve higher surplus bonuses and lower renewal rates.
• Increased member app engagement to 53.8% with national average at 15%.
• Assisted with employer client implementation efforts, including benefits education presentations, auto-distribution of member collateral, and developing individualized plan designs.
• Worked closely with members to optimize level of care, creating savings for both out-of-pocket costs and employer costs.

San Francisco Bay Area

• Provided national leadership to the customer experience team at One Medical. Analyzing data, metrics, and the qualitative experiences of our patients, I trained, professionally developed, and provided support to.
• Directed a national team of 20 customer experience professionals, handling a substantial volume of patient interactions, which contributed to an annual increase in new membership revenue to over $5.2 million.
• Spearheaded the recruitment, onboarding, and comprehensive training of a customer experience team, significantly elevating performance standards within the healthcare industry.
• Engaged consistently with diverse stakeholders, including Operations, Marketing, Product, Enterprise, IT, and Recruiting, to align priorities and amplify the impact of organizational projects and growth strategies.
• Demonstrated a robust history of leading projects from inception to completion, such as the RingCentral transition and Intercom integration, resulting in measurable enhancements to team operations and business outcomes.
• Strong ability to identify repeated customer and specialist-facing issues and build scalable solutions and processes to address them.

San Francisco Bay Area

• Customer support team lead, coach, and new-hire trainer at One Medical, a leading health-tech and primary care organization with over 100+ physical locations. Analyzing data, metrics, and the qualitative experiences of.
• Spearheaded team initiatives to surpass key performance indicators (KPIs) such as service level agreements (SLAs), conversion rates, and productivity metrics, enhancing overall company performance.
• Orchestrated multi-faceted stakeholder engagements, harmonizing diverse priorities and fostering innovative solutions to achieve consensus on common objectives.
• Leveraged expertise in data analytics tools like RingCentral, Salesforce, and Tableau to interpret complex datasets, formulating strategic actions that drive business decisions.
• Identified and resolved recurring issues impacting customers and team specialists, developing scalable processes that significantly improved operational efficiency.
• Demonstrated a relentless commitment to iterative enhancement, propelling team performance and elevating customer satisfaction through strategic refinements.

San Francisco

• Efficiently managed a robust volume of inbound and outbound calls, adeptly addressing inquiries and fulfilling the needs of both prospective and current members.
• Utilized in-depth knowledge of One Medical Group’s offerings to successfully enroll new members, contributing to the organization’s growth in membership revenue.
• Guided members through the provider selection process, ensuring personalized matches with healthcare providers to meet unique health needs.
• Provided consultations to members, educating them on insurance options and healthcare costs to facilitate informed decision-making.

San Francisco, CA

• Integral in crafting and upholding a highly efficient customer service and sales process, resulting in enhanced operational success and doubling revenue year-over-year.
• Applied comprehensive industry knowledge to deliver superior customer service and foster robust engagement through email and phone interactions.
• Consistently nurtured and sustained supportive relationships with customers, ensuring satisfaction and loyalty throughout the product lifecycle.
• Skilled in utilizing Salesforce for effective management, communication, and reporting of customer and lead data.
• Acted as the driving force behind new projects, adeptly managing initiatives that spurred revenue generation and heightened market interest.

San Francisco, CA

• Focused on relationship building and maintenance with funeral service providers around the Bay Area via initial contact, in-person visits, and consultative sales.
• Effectively provided exceptional customer service with retained and new business partners.
• Exhibited advanced knowledge of digital marketing, including SEO, SEM, and social media.
• Conducted research and education of industry trends, both nationally and locally.
• Effectively served as a Project Manager of new initiatives to generate revenue across media platforms.
• Proficient in Salesforce, with the ability to maintain organization and multi-task while handling numerous clients.

San Jose, CA

• Utilized extensive knowledge of funeral arrangement and operations to successfully manage 20+ employees including funeral arrangers, support staff, and maintenance teams.
• Effectively assisted employees in establishing and completing goals.
• Focused greatly on quality control and escalation management.
• Exhibited consistent capacity to work under pressure and maintain organization in a high volume funeral home.
• Management experience in a high-volume establishment.

San Jose, CA

• Arranged and coordinated all aspects of the funeral service, including but not limited to, collecting vital statistics, preparing and completing all legal documentation for disposition, scheduling services and all.
• Implemented advanced knowledge of service and merchandise options to provide the best quality service for client families.
• Ability to work compassionately with client families of various faith and ethnic backgrounds.
• Utilized the HMIS systems to manage and maintain customer records.
• Maintained exceptional JD Power scores based on customer interactions and overall performance of team.

Master Of Science - Ms, Summa Cum Laude

Bachelor Of Arts (B.A.), Summa Cum Laude