RACHEL RUIZ

add4nj@r.postjobfree.com 401-***-****

BUSINESS STRATEGIST & PROGRAM MANAGER– Healthcare, HealthTech & Pharma Innovation Strategy Quantitative Research Program Optimization Product Development Healthcare Strategist & Program Lead with sharp analytical talents used to launch sophisticated studies of markets, products, technologies, and organizational impact to glean insights that have consistently changed the strategic direction of pharma, healthtech, and healthcare enterprises. Strong blend of skills, training, and experience in e-health/digital health, business strategy, and R&D lending to success in innovating patient-centered programs, product lines, retail ops user portals, EHR platforms, and more. EDUCATION

BROWN UNIVERSITY Providence, RI May 2018

Master of Public Health (MPH)

Thesis: Exploring the confluence of digital health and e-health literacy, a quantitative and qualitative perspective through patient portals. (2 articles pending publication) UNIVERSITY OF WISCONSIN Madison, WI May 2011

BA LACIS/Public Health

Awards: Public Speaking Award from American Leadership Conference US Ambassador’s Award for Public Service, US Embassy of Brazil EXPERIENCE

HERMAN MILLER HEALTHCARE Grand Rapids, MI 07.2018 – 12.2019 Knowledge & Insights Program Manager – Analytics, Research, & Strategy Conducted interdisciplinary and inter-organization research leading to crucial changes in Herman Miller’s product offerings and sales/marketing strategy for the Healthcare vertical. Led cross-functional brainstorming sessions and workshops to gather data, align agenda, and build disruptive strategies.

• Product ROI Study: Launched “industry first” product impact study that linked $390,000 furniture spend to nurse job satisfaction and retention, and ultimately to 125% ROI due to avoided hiring/training expenses for one of the largest hospitals in the US.

• Market Positioning: Partnered with global marketing and brand teams to craft new UVP and redesign website based on evidenced-based research.

• Sales Strategy: Salvaged multimillion-dollar customer relationship by visually mapping out business process bottlenecks, earning a permanent spot alongside sales team to co-develop proposals for several NICU researchers. issues between.

• Partnership Development. Set up partnerships between medtech firms, top research colleges, and leading innovation centers (e.g., KlickHealth, Catalysis, BCH) to catalyze groundbreaking R&D in ambient intelligence, EMR digital UX, and voice-enabled search.

• Biometrics GTM Plan. Instigated first-ever biometrics project after persuading Herman Miller C- suite executive to shift strategy into this growth market. Laid off in Q419 along with 30% of the company and entire Healthcare Group, including supervisor, due to budget cuts exacerbated by COVID-19. BOSTON MEDICAL CENTER Boston, MA 01.2018 - 03.2018 EMR Facilitator – Hospital Revenue Cycle & End-User Training Sought out hands-on hospital role working directly with EPIC EHR/EMR system, ramping in 3 weeks

(against 3-month baseline) to earn Epic Credential in Professional Billing. Leveraged knowledge of hospital revenue cycle, business model, and system requirements to drive an independent data project.

• EPIC Implementation: Evaluated system-related workflow training materials and completely revamped user documentation, earning accolades from EPIC consultants as “the best we’ve ever seen.” Created and taught end-user training for 3-20 staff up to 3 times per week. Rachel Ruiz add4nj@r.postjobfree.com

WORK EXPERIENCE (cont.)

CVS HEALTH Lincoln, RI 05.2016 - 11.2016

Strategy & Analytics Advisor – Product & Service Optimization Optimized CVS Health’s fastest-growing call-center (Central Pharmacy Services), which supports 1.9M customers across Customer Care, CVS.com, Photo Prescriptions, and Pharmacy Home Delivery.

• Online Pharmacy: Mapped customer journey from order to purchase, identifying 5% pre-sale attrition and post-sale cancellations due to pricing, unreliable quotes, and bias.

• Curbside Delivery Service App: Modeled downstream impact of rolling out CVS.com-affiliated app – first to 20 stores, then 200,000 stores, and finally nationwide. Revealed longer wait times

(by 10 minutes) and 25%-75% higher call volume.

• Call Center Efficiency: Analyzed efforts of 150+ reps to tighten operations, including halting

“agent autofail” and log-off trends, outsourcing time-intensive Medicare inquiries, building temp-vs-perm strategy, and adding Moxie chat to reach customers in realtime.

• Pharmacy Record Requests: Analyzed P&L MicroStrategy reports of fee collections to develop strategy for boosting revenues 10% in a quarter with zero additional hires. RI EMERGENCY CORPS / SAFER INSTITUTE Providence, RI 12.2013 – 05.2014 Project Lead – Program Evaluation

• Smart Ambulance Prototype: Conducted market research on the future of healthtech via discussions with entrepreneurs, executives, VC firms, and investors.

• Interactive Field Hospital Maps: Used ArcGIS to model 25 potential sites for "pop-up" field hospitals, producing interactive map of nearby volunteers and medical specialties.

• Program Effectiveness Survey: Designed training evaluation survey to measure effectiveness of drug overdose treatment program involving the use of Naloxone. COMMUNITY CATALYST Boston, MA 08.2013 – 12.2013

Project Lead – Online Rx Pricing Research

• Pricing Trend Report: Produced graphics-rich trend report of online vs. in-store prescription buys. Analyzed 5 years of data of 100+ drugs across 1,000s of zip codes. PROVIDENCE VA MEDICAL CENTER Providence, RI 05.2013 – 08.2013 Graduate Researcher – Quality Improvement & Process Analysis

• Patient Portal: Helmed Six Sigma initiative to boost registration, portal adoption, and email opt- ins, while simultaneously reducing incoming phone calls to the hospital.

• Medication Reconciliation: Led research on user volume, regulatory changes, and coding at the hospital, state, and federal levels to examine challenges of capturing real-time records. TECHNICAL SKILLS

Tools & Technologies: Tableau, TreeAge, Stata, Microsoft Access/Excel/Word/PowerPoint, SharePoint, SQL, SAP, ILLUME, Statistical Analysis, GIS Mapping & Modeling, Lean Six Sigma Green Belt. Research & Analysis: Skilled in both quantitative and qualitative research as well as survey design to expand understanding of service, support, sales, marketing, outsourcing, QA, customer experience, quality, product development, user adoption, and consumer behavior. OTHER EXPERIENCE

International Work – Worked for US Dept. of Foreign Service to assess “quality of life” differences used to restructure embassy salary compensation. While abroad, conducted market research for CEO/ED of the Post- Harvest Project (Clinton Foundation) to inform local GTM strategy. Thought Leadership – Invited to speak on design thinking in Healthcare at MITDesignX and Nashville Design Week hosted by Vanderbilt University and Center for Medical Interoperability.

Contact this candidate