Zocdoc Work History

Work History
Dec 2014 - Present

Patient Operations Manager

NYC 

Recruit, train, and manage a team of~ 20 individuals, including~ 18 part-time Associates and up to 2 full-time Team Leads/Specialists

Currently in the implementation and planning stages of 2 Monster Goals for 2 pilots; Live Chat and Transitioning 3 Service Tasks to Data Ops-Pune

Cultivate and leverage new skills of my direct reports through regular 1: 1' s and additional coaching leading to innovative programs like the POps Peer Partnership and a re-structured NHT-Patient Ops experience yielding overall higher final scores

Jul 2014 - Dec 2014

Provider Operations Manager

Scottsdale and NYC

Recruited, trained, and managed a team of~ 12 full-time Associates ensuring high quality service standards and engagement in professional growth opportunities

Created and facilitated training content for Ops including initial Ops Interviewing and revised Review Call Trainings

Ensured consistency of work quality and process alignment across NY and PHX

Oct 2013 - Jul 2014

Provider Operations Team Lead

Scottsdale

Created a workforce management tool tailored to Service Ops needs using Google sheets that is still used in Operations today

Forecasted staffing needs through basic data analysis to reach service levels with efficiency

Built out initial light-weight scheduling framework and basic schedule adherence analysis to maintain and increase the PHX team's contribution to Service Ops work

Feb 2012 - Sep 2013

Strategic/Enterprise Operations Specialist

NYC

Fully led and managed client implementations of Mid-Market and Strategic accounts like SCOI and Meadowlands using standard project management best practices for tracking and reporting on deliverables to internal and external clients

Fully owned all operational tasks from profile creation to qualification for new client activations for Zocdoc's largest clients at the time, including Steward Medical Group, HCA, and Tenet

Provided ongoing dedicated support to clients post-implementation by making myself available by cell and email inside and outside of our Service Hours

Identified opportunities for improved efficiency in implementation process and introduced new team strategies for resource allocation like the utilization of Smartsheet for implementation tracking.

Oct 2012 - Sep 2013

Senior Operations Associate

NYC

Handled escalated calls with astute influencing skills

Worked with Product and Engineering teams to create new internal tools like the Phone Tree Manager and updates to the Activation Queue

Grew and managed voice artist program for all Zocdoc recordings, starting with recording all phone trees myself to hiring, onboarding, and managing a team of contracted voice artists

Aug 2011 - Oct 2012

Operations Associate

NYC

Consistently delivered best-in-class customer service to doctors and patients

Demonstrated expertise in ever-evolving product knowledge through client onboarding and training calls

Thrived in a fast-paced environment handling inbound calls and emails with compassion and attention to detail Relevant Experience

Feb 2011 - Aug 2011

Recruiting Associate

NYC

Conducted interviews by phone and in person

Sourced resumes and cold called candidates to expand Sales talent pool

Tracked daily inbound Sales resumes through all stages of the recruiting process

Education

Education
2007 - 2009

M.F.A.

Pennsylvania State University

Concentration in Acting

2003 - 2007

B.A.

Spelman College

Studied Drama/Theatre. Magna Cum Laude. Phi Beta Kappa

Skills

Skills

Basic Project Management

Basic to intermediate knowledge and experience  in agile  project management , internal and external communication related to client implementation, and project planning and documentation

Talent Development and People Management

3 years of experience in leadership, coaching for employee accountability and performance, and surfacing efficiency gains in resource allocation

Customer Success

Over 10 years of experience in customer service delivery and recovery in retail, hospitality, and healthcare technology

Basic Data Analysis

Beginner to intermediate knowledge of data cleansing, analysis and visualization through SQL, Excel, and basic Tableau

Fun Facts

Participated in every single Ollies Award show to date either as a director or performer; 2x Monster of the Week awardee; I have treasured stories of our early Zocdoc days that I may share in exchange for cake or wine