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.• Leveraged proficiency in data analysis using common tools, such as Microsoft Excel, Google Sheets, and SQL, to examine large data sets of medical claims and financials.

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 customer-facing team members across the country to ensure the best possible experience during each patient interaction.• 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.• Passion for continuous iteration and improvement to drive team and customer success.

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 our patients, I work closely with customer-facing team members across the country to ensure the best possible experience during each interaction.• 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.• Key player in winning multiple awards in respective media category.

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 necessary third-party vendors, and preparing contracts.• 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