Monica Harper

Senior Manager, Programs and Operations

Senior Program Manager and Director of Account Management with 20+ years of experience in leading global healthcare initiatives to support business goals, drive sales growth, improve inefficient processes, and execute operational plans.

• Project Management: Foster collaboration across business units and corporate matrices, leading high-profile projects such as implementations, migrations, consolidations, optimizations, and product launches.

• Strategic Direction & Leadership: Guide teams through complex and fast-paced global initiatives, coaching and training individuals on efficient and effective practices, products, and processes to generate high-yield results.

• Process Improvement: Devise and implement internal and external processes that have proven instrumental in the success of engagement, outreach, and client experience.

• Healthcare Experience: Hospitals, Clinics, MedTech Devices, Clinical Trials, Pharmacy, PBM, 340B, EHR, Professional Education, Health & PC Insurance, Virtual Inventory Systems, Data Migrations, R&D and L&D Product Launches, Clinical Compliance, Virtual and Augmented Reality, Touch Surgery.

KEY ACCOMPLISHMENTS

• Successfully led, for the 4th largest US collection agency, a highly complex optimization project of directory consolidations (16 to 8) and code optimizations (140) into main app branch within record time. Managed 23 cross-functional resources and 5 workstreams, while exceeding client’s expectations.

• Effectively spearheaded and delivered multiple beta software product launches, collaborating with product management, development, customers, regulatory compliance, GSO compliance, and executive leadership.

• Developed strategy to scale global Culture Circles program and achieved 18% YOY growth in Medtronic population. Created turnkey processes and assets for efficient execution. Enrolled 1200 participants in wave, reaching 5,550 all-time participants (7.5% of addressable market). EXPERIENCE

Senior Program/Project Manager, Global • Medtronic August 2019 - Present (Remote)

Commercial Learning & Development Leader responsible to develop, implement, and manage training strategies, growth plans, and processes to increase competency levels of all customer-facing roles within clinical sales. 25% Travel

• Serve as program lead for global programs, collaborating with functional leads assigned to Core Teams, guiding them through the Innovation processes and maintaining a strong sense of urgency to accomplish deliverables within a demanding schedule

• Proactively identify creative solutions to resolve issues and overcome project hurdles. Plans and facilitates core team meetings, tracking project progress through formal and informal channels

• Schedule, facilitate, and deliver regular updates to the team and stakeholders as necessary. This includes generating and executing presentations throughout the organization, including executive management. Maintain open lines of communication, fostering transparency and collaboration

• Partner with marketing, regulatory, legal, and clinical stakeholders to submit and gain approval on product claims and training materials, ensuring compliance with regulatory standards

• Manage global new product launch trainings for clinical products resulting in improved knowledge gain (>85%), high NPS (>90%), and manage global development program impacting 5,550 globally

• Developed impactful and innovative new hire training content (podcasts, VR/AG product training, surgical procedure simulations, post-training drills), resulting in high knowledge retention 2800 Waymaker Way

Austin, TX 78746

512-***-****

adxkr1@r.postjobfree.com

linkedin.com/in/monicaharper

QUALIFICATIONS

20+ yrs Strategic Leadership

10+ yrs Project Management Leadership

4yrs Global Program Management

Managed 4 Direct Reports

Business Process Improvement

PMI Methodologies

SKILLS

Cross-Functional Leadership

Organization

Communication / Relationship Building

Problem Solving

Change Agility / Management

Team Building / Execution

TOOLS

MS Office Suite

SharePoint, Teams, Timeline+

Project Management Platforms

Veeva, Workfront, Salesforce

JIRA, FogBugz, Agile, Ariba

LEADERSHIP & DEVELOPMENT

Sandler Sales Training

Culture Circles

Crucial Conversations

PMP Academy

Technical Project Manager • Ontario Systems

October 2015 – August 2019 (Remote)

Seasoned RCM (Revenue Cycle Management) Project Manager in the enterprise healthcare and outsourcer markets. Managing high-profile projects to include: implementations, migrations, consolidations, optimizations, and product launches for prominent providers nationwide. 25% Travel

• Successfully managed budgets, financial reporting, executive reporting, and exceeded pod goals

• Implemented project management tools, resulting in increased (30%) customer satisfaction scores

• Strategically allocated resources based on individual strengths, negotiated team staffing assignments with Functional Managers to ensure project timelines were met

• Collaborated with product management, development, quality, regulatory, and compliance teams to launch new cloud contact management platform, increasing clients’ payment collections by 10-15%

• Established streamlined processes within the team pod, enabling efficient onboarding and integration of new hires

Director of Account Management and Client Engagement • ePatientFinder July 2014 – October 2015 (Hybrid)

Start-up focused in new clinical trial matching. Hired to drive operational excellence and enhance client engagement for a clinical trial matching start-up. 0% Travel

• Built and led new teams, establishing effective patient outreach and engagement processes for high client satisfaction (>95%) and steady PCP and CRO customer referral pipeline

• Collaborated with referring PCPs, Principal Investigators, & CROs to qualify patients for challenging clinical trials, providing end-to-end clinical development follow-up and enhancing clinical trial outcomes

• Developed and implemented processes to improve physician and clinical trial outcomes, working closely with R&D, CROs to roll out new capabilities and system enhancements within regulatory guidelines

• Led the recruitment of top referenceable clients, forming a focused physician feedback group to drive improvements in clinical trial data matching requirements and patient engagement processes

• Created in-house team building programs to enhance customer service delivery, incorporating role plays and leveraging Sandler Sales Training methodologies for real-life business scenarios ADDITIONAL POSITIONS HELD

EHR Account Manager • QSI NextGen • December 2012 – July 2014 340B Account Manager • SunRx • July 2011 – November 2012 Licensed Health Benefits Agent • Insurance Contractor • February 2007 – July 2011 Sr. Pharmacy Technician • Heart Hospital of Austin • October 2002 – March 2004 Pharmacy Journeyman • US Air Force • October 1999 – September 2002 EDUCATION

University of Texas at Austin (2006)

Bachelor of Science, Corporate Communications; Minor in Marketing United States Air Force (1999 - 2002)

Pharmacy Apprentice, Pharmacy Journeyman

AWARDS

People’s Choice Award: Innovation & Simplification • Medtronic • 2022 Successful pilots/launches for VR360 and VR Training Center surgical technologies Outstanding Performance Award• QSI NextGen Information Systems • 2014 Valuable contributions toward client satisfaction in the Hospital Division. Innovation Award • FirstComp Insurance Company • 2007 Top Sales Rep in the Midwest Region for executing creative revenue generation strategies that increased territory sales to an all-time high.

People’s Voice Award • United States Air Force • 2001 Awarded by the medical group squadron commander for the delivery of superior customer service to all hospital patients

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