Rachel B. Giliotti

ad1nb4@r.postjobfree.com • LinkedIn

Shelton, CT • 203-***-****

Summary

Customer Experience Manager

Customer-centric and results oriented team player and leader.

Passionate about enhancing customer experience through efficient customer onboarding, effective journey mapping and use of good judgment with escalations until loop is closed. Ability to work across teams to accomplish insight driven results.

Areas of Expertise

•Program Management

•Process Improvement

•Communication Management

•Strategy Development

•Stakeholder Engagement

•Customer Onboarding

•Customer Journey Mapping

•Change Management

•Consulting

Director of Clinical Services

Accomplished Clinical Services Director with 15+ year successful track record of overseeing daily operations of healthcare facilities.

Excellent leadership abilities showcased throughout team management. Adept at formulating attainable goals, effective strategies, and appropriate corrective actions. Demonstrated budget forecasting and budget control abilities. Aptitude for identifying areas for improvement through root cause analysis. Proven ability developing and implementing cost saving initiatives. Articulate communicator with ability to collaborate with colleagues, facilitate team training, build stakeholder relationships, and host presentations for Senior Leadership.

Areas of Expertise

•Program Management

•Process Improvement

•Budget Control

•Strategy Development

•Stakeholder Engagement

•Team Management & Training

•Cost Saving Initiatives

•Operations Management

•Regulatory Compliance

Career Experience

Customer Experience Manager, Elekta Inc. Atlanta, GA 2021 – 2023

Customer journey mapping across multiple touchpoints. Liaison between customers and cross-functional teams including marketing, sales, service and applications. Onboarded major customer accounts, sustained meeting cadence, funneled feedback and mitigated complaints. Championed opportunities to bridge gaps between customers and the brand.

Director of Clinical Services, Hologic Inc., Danbury, CT 2013 – 2021

Control Clinical Services function with Breast & Skeletal Health Division. Develop objectives, goals, and process improvement and workflow optimization strategies. Oversee Regional Clinical Manager, Clinical Innovations Managers, and multidiscipline field team. Review resource utilization, key performance metrics, standard operating procedures (SOPs), and budgets. Conduct root cause analysis and draft corrective action plans. Collaborate in Research & Development projects. Facilitate meetings to brief Senior Leadership on Clinical Services. Execute Human Resources function of recruitment and training. Coordinate end user training. Assist with Marketing efforts.

●Reduced operating expenses by 26% while increasing volume by 20%.

●Achieved 96th percentile for employee engagement with 100+ member team.

●Expanded professional services and boosted revenue – converted cost center into revenue generating center with 40% margin.

●Significantly contributed towards enhanced user experience, operational efficiency, physician and patient satisfaction, and employee engagement by developing attainable goals and effective strategies.

Director of Imaging & Radiation Oncology Services, Ascension Health, Bridgeport, CT 2005 – 2013

Oversaw operations of Imaging & Radiation Oncology Services at St. Vincent’s Medical Center. Controlled multimillion dollar operating budget. Facilitated multiple capital budget equipment negotiations and Certificate of Need approvals. Spearheaded process improvement projects. Developed processes and policies for various programs. Established, fostered, and maintained relationships with stakeholders including Ascension Health Partners, GPOs, vendors, and regulatory agencies.

●Succeeding in expanding programs to increase revenue generation.

●Launched Virtual Colonoscopy, Mobile Mammography, Cardiac CTA, and low dose lung CT screening programs.

●Enhanced efficiency of pre-certification and ABN processing by implementing electronic process for imaging study requests.

●Achieved ACR accreditation for all imaging modalities and Radiation Oncology, as well as Certificate of Need for Novalis Tx Linear Accelerator, 64 slice PET/CT scanner, CT simulator, 320 detector dynamic volume CT scanner, nuclear cameras, ultrasound machines, DR rooms, C-arms, and mammography units

Additional Experience as Manager of Specialty Imaging, Radiation Oncology & Scheduling at Ascension Health, Bridgeport, CT Radiation Therapist at St. Vincent’s Medical Center, Bridgeport, CT

Education

Master of Business Administration in Corporate Innovation

Post University

Graduate Certificate in Team Leadership

Sacred Heart University

Radiography Program

Danbury Hospital School of Radiation Therapy Technology, St. Vincent’s College

Affiliations

American Healthcare Radiology Administrators

American College of Healthcare Executives

American Society of Radiologic Technologists

American Society of Therapeutic & Radiation Oncology

Licenses & Certifications

Kirkpatrick Facilitator

GE Change Acceleration Process (CAP) Certified

Nationally Registered Radiographer & Radiation Therapist (ARRT) #279556

Connecticut State Licensed Radiographer & Radiation Therapist #001822

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