• Design and implement departmental goals, individual performance metrics and assist with individual development goals.• Created and implemented quality performance scorecard for Patient Assistance and Reimbursement Hub programs across global sites and functions. Aligned 50% of the business with comparable metrics. Served as project manager/owner.• Assess and monitor customer service skills of hub representatives globally, provide reporting including trend analysis to management and assist with coordinating training in this area. Suggest process improvement measures that can be implemented to further improve processes and efficiency with accuracy. • Analyze global site results for improvement opportunities in patient satisfaction, employee satisfaction, departmental and site metrics, and return on investment. Decreased the failed call rates by 2% globally.• Completed cost analysis in contact center to identify loss of billable revenue in excess of 250K. Created call guides to improve accuracy in operations and developed enhanced reporting to capture and eliminate any reporting errors identified in cost savings analysis.• Developed recognition program to be used across all sites of business based on performance and excellence. Program was recognized for increased performance and morale. Company highlighted success of program in company newsletter.• Proven project management experience, problem solving abilities, ability to identify strategies and tactics for success in the call center, training, and quality assurance.

• Responsible for daily supervision and coaching for over 30 department team members including completion of ongoing and annual performance reviews. • Develop, analyze, coordinate, conclude and create process flows for new programs, program changes, pilots, and system enhancements. Develop and distribute training material regarding program changes and or system changes. • Compare and analyze current training documents against program business rules and client contractual obligations.• Use creative and outside of the box thinking to improve current processes and practices for cost efficiency or develop work plan items for client satisfaction for complex and or jeopardized business patterns.• Identify and resolve complex issues like system defects, compliance concerns including (dispensing errors, privacy issues, contract agreements and incorrect training material), tech accuracy, and system functionalities.