Alison Clemmer

Chesterfield VA

804-***-****

adlf7i@r.postjobfree.com

Leverage my diverse background in process improvement and client relations to partner with internal and external stakeholders to identify and implement operational efficiencies that improve outcomes for the organization and its clients.

Skills

customer service, client relationship building, problem solving, root cause analysis, purchasing, analytics, business writing, training, process improvement, inventory planning, forecasting, auditing, team building, oral communication, written communication

Work History

Client Relations Manager at NOVO Health Services in Richmond, Virginia

Healthcare linen service organization 2/2020 – 12/2020

Serve as first point of customer contact for general inquiries like pricing, products, quality, inventory flow. Build and maintain excellent business relationships with clients by providing prompt and accurate service to promote customer loyalty.

Audit hospital and linen room environment to ensure a safe workplace and the cleanliness of the linen delivered.

Maintaining and holding all business in assigned accounts.

Sell additional specialty business to the existing customers.

Work with plant employees (Managers, Supervisors, Quality Managers, Billing, line employees, drivers, etc.) to solve customer issues and streamline processes

Present cost savings opportunities to customers

Present monthly and quarterly analysis of linen usage and charges to customers

Investigate avenues of linen loss, i.e., trash, EMS transfers, use by EVS, sent home with patients, etc. and obtain the customer’s buy-in and assistance to close those avenues

Hire, train, and manage linen room employees

Audit employees’ work to ensure protocol and processes are followed. Coach when deficiencies are identified.

Verify order fulfillment for daily linen orders to hospital sites, identify deficiencies, and problem solve critical shortages.

Laboratory Services Specialist at True Health Diagnostics LLC in Richmond, Virginia

Clinical laboratory specializing in chronic disease diagnosis and prevention 6/2011 – 9/2019

Technical client services specialist; acted as a liaison between the laboratory testing areas and clients (patients, doctors, nurses, medical assistants) and other internal departments. Converted complex scientific information into a conversational format that is accessible and clear to clients and coworkers in non-technical roles.

●Mentored associates in pre-analytics, client services, and sales: Coached associates on problem resolution, client-facing communications, root cause analysis resulting in increased client satisfaction.

●Served as primary lab contact for high-profile, high-touch physician clients.

●Developed close working relationships with key sales executives to provide education and problem resolution, allowing them to retain and gain profitable customers.

●Conducted client-side onboarding and training with physicians, nurses, and office managers focusing on use of laboratory ordering system and integrating True Health into their practice.

●Led an initiative to improve the physician portal, which significantly reduced related customer service inbound calls by ~40% saving the company and clients both time and money.

●Worked to establish and maintain a repository to collect physician complaints providing a high-level view into potential problem areas, which allowed True Health to address physician concerns quickly and efficiently while also ensuring CAP and CLIA compliance.

Senior Inventory Analyst at McKesson Medical-Surgical in Richmond, Virginia

Healthcare supply distributor 8/2004 – 6/2011

Managed a multi-million-dollar portfolio of pharmaceutical products for 13 McKesson warehouses located across the country. Maintained optimal balance between inventory investment and customer service levels. Planned inventory to support marketing initiatives, new product launches, seasonal demand, and market shortages. Trained both new employees and existing employees learning new systems. Streamlined processes and tested changes to systems. Represented my department in vendor meetings. Verified order fulfillment and planned around deficiencies in key product areas.

●Sales representatives' "Go-To" person for pharmaceutical product information and order resolution.

●Strengthened partnership with sister company McKesson Pharmaceuticals resulting in improved fill rates and service level.

●Selected for the Acute Care Divestiture Team when McKesson sold their Acute Care business to Owens & Minor. Managed inventory during the closure of 11 distribution centers with minimal impact of excess inventory levels.

●Selected as a member of the system conversion training team for the largest and most profitable McKesson warehouse. Trained seven employees during week-long trips to California. Recognized for teambuilding and flexibility on this project.

●Wrote standard operating procedures (SOP) for Inventory Planning & Analysis.

●Editor of bi-weekly Materials Management newsletter.

●As part of Six Sigma Greenbelt training, completed a total overhaul of backorder message system and automated the process to ship refrigerated and frozen products correctly.

●Generated $300,000 in inventory savings through efficient planning of vendor promotions

●Created a presentation for new employees to help them understand McKesson Corporation and how our roles fit into the healthcare supply chain.

Senior Rebate Analyst at McKesson Medical-Surgical in Richmond, Virginia

Healthcare supply distributor 8/2003 – 11/2004

Reconciled rebate discrepancies with vendor partners. Developed and nurtured positive relationships with vendors through open communication. Analyzed large amounts of data to identify trends and find root causes of rebate denials.

●Added $500,000 of upside by reducing rebate discrepancies related to a large vendor.

●Learned SQL Developer on my own and trained coworkers on its use.

●Assisted a settlement negotiation with Agfa HealthCare, which saved McKesson $50,000.

Education

Virginia Polytechnic Institute and State University (Virginia Tech) in Blacksburg, Virginia

B.S., Agricultural and Applied Economics; minor in Animal Science

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