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Working at VillageMD, a leading provider of healthcare for organizations moving toward a primary care-led, high-value clinical model, I oversee all aspects of a 150+ employee omni-channel contact center supporting 40K clients. With over 6 years of experience in managing contact centers for PE-backed growth-stage Fintech companies, I have a unique ability to develop and execute strategic operating plans that support efficiency, growth, and premier service using technology and data analytics.I have designed and implemented innovative solutions to enhance customer experience, retention, and loyalty across multiple channels, including email, chat, and two-way SMS. I have also built and scaled specialized teams from the ground up, such as Retention, Digital Correspondence, Additional Funds, Training, Issue Resolution, and Quality Assurance teams. I am passionate about creating a data-savvy and customer-focused culture that delivers optimal outcomes for both the clients and the company.
Aledade, Inc.
View- Website:
- villagemd.com
- Employees:
- 563
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Director, Service OperationsAledade, Inc.Boston, Ma, Us
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Contact Center OperationsVillagemd Mar 2022 - PresentRemote• Completed 12 month organizational transformation of inbound and outbound patient engagement teams including: Nurse at Home, AWV, RX Adherence, Nurse Triage, Patient Service Advocates & Marketing.• Designed and implemented all new omni-channel technology, including multiple telephony systems, CRM, and outbound dialers for Medicare patients. Decreased abandonment rate by 20%.• Oversaw 24/7 dedicated Digital Correspondence team responsible for chat and two-way SMS.• Served as dedicated Market Manager of ~90 practices in various parts of the country• Redesigned and implemented all new reporting, SOP’s and KPI’s for increased efficiency.• Rebuilt organizational structure, emphasizing coaching and continuous feedback to agents, fostering engagement and contributing to the team's success.• Assisted in revamping of all Quality Assurance processes to align with company goals and focus. Overall scores improved by over 22% within 8 months.• Built and implemented multiple bonus plans to ensure performance and retention of top performers, increase retention by 10% in 2022• Designed and lead a strategic overhaul of all outbound processes and technology, leveraging new CCaSS with multimodal engagement strategies.• Successfully moved Houston based workforce to remote national model(300 reps over 5 months)• Scaled service center and operational support teams through acquisition and onboarding of 180 additional clinics(hired 500 employees in 2022) -
Contact Center Operations ManagerBeyond Finance, Inc. Dec 2017 - Mar 2022Houston, Texas, Remote• Relocated for executive team to build and scale startup headquarters from 30 employees enrolling 2M per month to 500 employees across 3 locations enrolling 130M per month.• Designed and implemented all new technology, including telephony, CRM, chat portal, two-way SMS, workforce management and QA systems. Decreased abandonment rate by 20%.• Assisted in creation of workforce management team focused on real time management, scheduling, and forecasting. Increased overall efficiency KPI by 65%. • Mapped client journey and developed KPI’s for efficiency, quality assurance, and 1st call resolution. • Was instrumental in rebuilding our QA and soft skills score cards to better apply with company targets and challenges• Successfully launched remote national workforce of 250 employees providing best in class service. -
Team Leader, Contact Center OperationsBeyond Finance Aug 2016 - Dec 2017Beverly, Massachusetts, United States• Implemented Issue Resolution team to address the most severe client and regulatory complaints. 95% of all items were resolved within 5 business days of receipt• Built Digital Correspondence team from ground up, including technology implementation, hiring, and policy/procedures.• Identified opportunity and launched Additional Funds team, resulting in over 1 million added to the program per month on average.• Built retention team from the ground up, including all training, coaching and mentoring all 13 reps. The team was able to get retention rate of those who called in from low 20% to mid 40% range.
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General ManagerSonic Drive-In Sep 2014 - Jul 2016Lawrence,Massachusetts• Staffed the entire store for the grand opening over 110 employees including management. • Trained all to Sonic standards, built a brand-new team of crew and management. • Maintained store to meet health and OSHA standards. • Handled all the promotions and LSM, also all day-to-day operations including food orders, scheduling, controlling labor, addressing any issues that may arise with crew or guests and maintain food cost and waste levels -
General ManagerSonic Drive-In Nov 2013 - Mar 2015Wilmington, Massachusetts• Took over the Wilmington store that was not meeting expectations in sales doing under 800k a year, 2014 finished over 1.1 million. • Re-staffed entire store and built a and trained strong crew and management team to execute the sonic vision for the location• Saw customer complaints go down exponentially averaging when I left to just under 3 a month. • Handled all day-to-day operating duties including but not limited to; building on lot promotions to drive business, schedules, inventories, monitoring labor and food cost keep them within or under expectations
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General ManagerSonic Drive-In Aug 2008 - Dec 2013Peabody, Massachusetts• Started as an Assistant Manager at the Peabody location, less than 3 months later took over as General Manager. • Solely responsible for all day-to-day operations of high volume very fast paced store.• Dealt with all the scheduling hiring, coaching and development. • Handled all customer complaints quick and efficiently within a 24-hour time frame• Completed weekly and monthly store inventory increased sales from 2.1 million to 2.9 million through varies strategies • Trained assistant GM to take over day to day before I took over the Wilmington location.
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Assistant ManagerThe Wendy'S Company Apr 2008 - Aug 2009Salem, MassachusettsStarted as a cook, learned all positions was promoted to shift manager after 12 weeks. Once again promoted after 10 weeks to assistant manager. Handled scheduling, food orders and training new employees.
Steven Lang Skills
Steven Lang Education Details
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Business Management -
Salem High School
Frequently Asked Questions about Steven Lang
What company does Steven Lang work for?
Steven Lang works for Aledade, Inc.
What is Steven Lang's role at the current company?
Steven Lang's current role is Director, Service Operations.
What is Steven Lang's email address?
Steven Lang's email address is st****@****ein.com
What is Steven Lang's direct phone number?
Steven Lang's direct phone number is +158092*****
What schools did Steven Lang attend?
Steven Lang attended North Shore Community College, Salem High School.
What are some of Steven Lang's interests?
Steven Lang has interest in Social Services, Children, Civil Rights And Social Action, Politics, Management Training, Reading, Music, Sports, Disaster And Humanitarian Relief, Human Rights.
What skills is Steven Lang known for?
Steven Lang has skills like Microsoft Office, Microsoft Excel, Microsoft Word, Leadership, Training, Management, Powerpoint, Sales, Food And Beverage, Food Safety, Inventory Management, Food.
Who are Steven Lang's colleagues?
Steven Lang's colleagues are Michael Vasquez, Vickie Adams, Bs, Cpc, Cdeo, Crc, Kelli W., Shuaib Khan, Eric Koenig, Dnp, Aprn, Fnp-C, Veronica Ayers, Ieshia T..
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