Customer Service Project Management

Elizabeth A. Hagan

Implementations • PMO • Client Services • Critical Care Respiratory

**** * ***** **** ***. • Phoenix, AZ 85023

602-***-**** *******@****.***

Decisive, sharp, and accomplished Executive Management Professional with more than a decade of added value in implementations, project management and customer service within the healthcare industry, identifying client requirements and determining appropriate solutions. A strategic problem-solver who envisions smart solutions and executes with importance to positively impact business results. Expert at developing process strategies to support business objectives, extremely effective in challenging situations. Consistent success in establishing collaborative business relationships with skilled, professional, supervisory, and management personnel working within diverse functions, operations, and organizations.

Continuously seeks ways to improve processes and reduce administration costs while focusing efforts on value-added, effective best practices.

Integrates the company’s use of sales and marketing systems to enable realization of corporate goals and objectives.

Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals.

Analyze financial trends to address operational causes, influences, and implications.

Key Qualifications

Account Management... Client Relations... Territory Management... Business Forecasting... Customer Service... Communications... Staff Management... Project Management... Team Leadership & Motivation… Clinical Experience

Career Experience

Hillrom Corporation, Cary, NC 2022 – 2023

Hillrom is an industry leader in medical device and acute care beds for hospitals.

Regional Director for West

Key highlights

Lead a team of senior project managers to install Nurse Call medical device in hospitals.

Meet quarterly quota and sales deliverables within committed timelines.

Deliver highest level of customer service and foster relationships for the long term.

Southern Scripts, LLC, Natchitoches, LA 2020-2022

Southern Scripts is a Pharmacy Benefit Management company specializing in commercial pharmacy benefit plans.

Director Implementations

Key highlights

Led a team of benefit coordinators and project managers to implement commercial payers benefit plans.

Led the highest 1/1/2021 implementation year ever at 126 new commercial clients.

Grew the team from 4 to 8 department employees in 18 months.

Managed command center meetings daily till all clients were stabilized on new benefit plans.

Led lessons learned post implementation and submitted changes as needed for improvements.

Centene Corporation - Envolve Health Pharmacy Solutions, Fresno, CA 2013 – 2020

Envolve Health Pharmacy Solutions is a $2 million unit specializing in Pharmacy Benefit Management for the Centene Corporation; Centene is a Fortune 50 company that leads a multi-line healthcare enterprise committed to serving healthcare services for government healthcare program for underinsured and uninsured people. Centene Corporation has nearly 10,000 employees, operates health plans that serve 2.9 million members in 20 states.

Implementation and PMO Director

Implementation offers service and support by implementing Medicaid, commercial and Health Information Market health plans, support and relationship development, and leveraging experience to provide leadership and direction to Centene Health Plans, Third Party Administrators and State Led Insurance Programs. Collaboration with executive leadership and teaming with internal resource of Project Managers, Account Directors and Sales to ensure delivery of quality, service and support needs to meet compliance for the client and drive satisfaction and value. Serves as client escalation point for account management, consultative with clients, expertly establishing and managing customer relationships to identify and resolve system issues.

Key highlights

Lead a team of Project Managers, leveraging functional pharmacy leads of Benefits, Formulary, Network and System Analysts to lead migration and conversions.

Own problem resolution, utilizing tracking system to track all client related issues to both corporate and health plans.

Serve strong working relationships with internal and external customers at all levels of the organization.

Risk management to identify risks, develop contingency plans and communicate to appropriate internal and external parties.

Direct and lead Command Center Operations utilizing top consultant resources of project managers, implementation analysts, clinical pharmacists and pharmacy networks to monitor claims and troubleshoot client issues.

oThe Command Center serves as the first line to Call Center, pharmacy claims, and prior authorization statistics to detect, troubleshoot and resolve issues.

oTop responsibility to keep clients alerted to monitoring and statistical reporting through dashboards.

oThis standard service and support deliverable meets client expectations by maximizing communication channels with quick problem resolutions.

General Electric Healthcare, Seattle, WA 2009 – 2013

GE Healthcare is a $17 billion unit of General Electric Company; GE Healthcare employs more than 46,000 people committed to serving healthcare professionals and their patients in more than 100 countries.

Enterprise Service Director

Client service offering through strategic planning, support enhancement and relationship development, leveraging experience and industry knowledge to provide leadership and direction to executive corporate sponsors in hospital and physician offices. Focus with executive leadership and teaming with internal resource of Project Managers and Product Directors as well as Sales to ensure delivery of quality and service needs to meet compliance for the client and drive satisfaction and value. Serves as first point of contact for clients, expertly establishing and managing customer relationships to identify and resolve system issues.

Key highlights

Manage all aspects of customer service, satisfaction and contractual commitments.

Own problem resolution, engaging with the customer and managing GE internal resource to bring issues to closure

Provide a single source of communication for the customer

Serve strong working relationships with internal and external customers at all levels of the organization.

Risk management to identify risks, develop contingency plans and communicate to appropriate internal and external parties.

Assist with complex contracting, ensuring achievable client commitments

McKesson Provider Technology, Alpharetta, GA 2006 – 2009

The nation’s oldest and largest health care services company, with $106.6B sales and more than 32,500 employees.

Implementation Director, Electronic Medical Records (EMR)

Client service and implementation specialist, leveraging experience and industry knowledge to integrate Horizon Ambulatory Care EMR software into physician client offices. Led a team of 12 technical engineers and nursing/analyst consultants through the entire development lifecycle, providing expert pre-sales and post-implementation support to key stakeholders. First point of contact for clients, expertly establishing and managing customer relationships to identify and resolve system issues. Administered an annual budget of $1.75m, ensuring maximum productivity/profitability of the department while minimizing costs.

Key highlights

Grew department from three to seven clinical consultants in only nine months; personally recruited and mentored professional staff, leading to a robust clinical structure and EMR software validation.

Increased productivity of consultants 50% by streamlining software upgrade processes.

Expanded reference site base from one to three sites in one year through tenacious relationship management.

PICIS Corporation, Wakefield, MA 2004 – 2006

$59.7M global provider of innovative information solutions for the acute care areas of the hospital.

Regional Director of Implementations

Directed a regional implementation team of four registered nurses to install ED, OR, PACU, and ICU software for clients in acute care environments and provide comprehensive training for end users. Efficiently managed annual budget of $750K to create and deliver software solutions that effectively supported the objectives of each client. Collaborated with implementation team to define project plans and best practice methodologies for successful software deployments within budget and schedule constraints. Key customer relationship manager for the region, establishing relationships to manage upgrades and deliver solutions/issue resolution.

Key highlights

Expanded the clinical consulting team from one to four registered nurses in 12 months, successfully enhancing corporate credibility and opportunities for repeat business.

Greatly increased customer satisfaction through hands-on management of the entire implementation lifecycle, including numerous post-support client visits.

Cardinal Health Corporation (PYXIS), San Diego, CA 1998 – 2003

Global manufacturer and distributor of medical and surgical supplies/technologies, with more than 75,000 employees and $1B sales.

Customer Service Manager

Leader of a team of up to 21 analysts, interface engineers, and field service technicians charged with installing and maintaining Pyxis automation equipment for clients in acute care settings. Customer relationship management specialist, administering each professional relationship through the project lifecycle and liaising with key client stakeholders to identify and resolve issues.

Key highlights

Intensively trained and mentored specialists to independently manage solution implementations.

Substantially reduced contract expenditures by developing the field service technician team encompassing qualified in-house staff.

Maximizing team effectiveness thru mentoring, support and focus to maintain consistent high level customer service with remote employees.

Clinical Healthcare Experience

Cardiopulmonary Director, Covenant Health System, Loudon, TN (1995 – 1998)

Critical Coordinator Intensive Care for Respiratory, Covenant Health System, Knoxville, TN (1987 – 1995)

Respiratory Therapist, Erlanger Medical Center, Chattanooga, TN (1986 - 1987)

Education & Professional Development

Bachelor of Science • Business Administration

Tennessee Wesleyan College, Athens, TN

Associate of Science • Respiratory Therapy

Chattanooga State Community College, Chattanooga, TN

Certified & Registered Respiratory Therapist & Neonatal Pediatric Specialist

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