Sandy Thomas Email & Phone Number

Cincinnati, Oh

Works as patient advocate to our existing patients, providing information and scheduling post operative appointments. Works in collaboration with Patient Access team, Ops support and Lasik centers to ensure patient's needs are met. Processes patient forms and fields questions to the appropriate contacts. Analyzes and interprets data, streamlining the process for patients and our local centers. Works in connection with our LasikPlus teams nationwide to deliver exceptional customer service.

Fairfield, Ohio

Serves as general administrator for an evolving non-profit organization. Edits program content to ensure accuracy, clear readability, and comprehension. Coordinates meetings and maintains scheduling. Forges strong relationships with national and international clients to promote services and increase buy-in and retention. Orchestrates correspondence and mailings to organization supporters. • Traveled internationally in 2014 to build connections with potential clients; engaged in public speaking opportunities and consultations to promote awareness.• Assists in preparation of materials for translation into other languages to improve communication and expand market reach.

Cincinnati, Ohio

Resolved escalated client issues through effective negotiation and collaboration to reach a feasible solution and promote customer satisfaction. Acted as liaison between patients, individual centers, and corporate office. Consulted with patients to identify nature of grievance and acquire relevant information. • Introduced Patient Liaison role at corporate office to fast-track patients in reaching the appropriate contacts with questions or issues.• Reviewed patient charts to determine potential risks and convey essential information to appropriate healthcare providers and facilities.• Devised solutions to patient concerns including monetary compensation, referrals to related service providers, or additional treatment options.• Coordinated with insurance companies to determine patient coverage for claims and implementation of reimbursements.• Prepared legal documentation and maintained accurate case records from initial contact through solution execution and follow up.• Maintained event reports documenting any abnormalities, irregularities, or potential risks that occurred at each center or during treatment. Tracked any recurring issues and developed action plans for process improvement.• Drafted general release forms to verify appropriate resolution of issues and patient satisfaction with outcomes.• Produced quarterly reports regarding risk management and clinical quality; presented results to Patient Care Manager and leadership team.• Processed requests for medical records.

Cincinnati, Ohio

Spearheaded training initiatives for sales, managed care, and cross-trained teams. Created training manuals and led weekly meetings to review performance, objectives, and target attainment. Set individual and team goals for sales and customer service. Managed a team of 8 supervisors and up to 50 representatives. • Implemented processes and procedures leading to 90 percent of calls being answered within 15 seconds.• Coached and mentored teams, conducted performance reviews, created individual improvement action plans, rewarded progress, and executed disciplinary measures as needed.• Collaborated with IT department on system improvements and updates as well as creation of new digital documentation and tracking tools.• Hired and trained new employees to create high performing teams capable of exceeding expectations and upholding company vision.• Educated new hires on policies and procedures and provided training to increase performance and productivity.• Developed and presented a course on effective time management.

Cincinnati, Ohio

Executed onboarding and training activities for new hires and supervised performance. Monitored calls and evaluated areas for improvement. Conducted interviews to identify high potential candidates and completed hiring processes to ensure proper staffing of call center. Supervised 10-member team. • Conducted one-on-one training with employees to improve customer service, problem solving, and helpdesk skills resulting in more new hires achieving full-time permanent status.• Handled escalated calls to proactively mitigate risk and increase customer satisfaction.• Implemented team building activities to enhance office culture and employee satisfaction.• Directed team meetings to provide and gather feedback, address challenges, and update staff on any changes to system or procedures.

Kenwood, Cincinnati

Responded to incoming calls from potential patients regarding Lasik procedures and scheduling pre-operative and post-operative appointments. Educated patients on the benefits, risks, and processes involved with Lasik. • Generated approximately $1.3M in annual revenue and consistently met sales targets for conversion as a result of strategic selling techniques and building positive patient relationships.• Provided basic post-operative information regarding recovery and referred patients to appropriate contacts for further guidance and assessment.

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