Experience
INTEGRATED GENETICS, LLC, Philadelphia, PA January 2010 – Present
Patient Service Coordinator Supervisor
- Designed and implemented protocols for Phone Monitoring of Patient Service Coordinators interactions with incoming callers. Analytics reported a 67% increase in customer satisfaction during interactions with PSCs and 97% satisfaction improvement in staff members’ interactions with callers.
- Assisted with the development and launch for Online Scheduling website for patients and clients. Continue to serve as the primary contact for troubleshooting and resolution in conjunction with website developer.
- Conduct monthly data mining and analytics of all patient flow entered into the Online Scheduling website. Present monthly updates on real-time and historical data to senior-level management.
WEIGHTLOSS/LABTEST, MD, Philadelphia, PA August 2007-December 2009
Practice Manager
- Reduced employee turnover by 22% in fourth quarter of 2008 by implementing new employee training and retention programs.
- Served as Project Manager in the development of an Online Marketing campaign to assist underperforming locations; specifically managed website development, online ads & email marketing. Patient retention increased by 84% after the implementation of online scheduling and product ordering tool. Online marketing campaign proved successful, reporting a 93% increase in patient traffic and volume with an 89% increase in patients purchasing extended programs versus walk in visits.
- Negotiated contracts and lease agreements with medical suppliers, real estate management companies, etc.