· Oversaw development, implementation and maintenance of hundreds of tickets with engineering team; maintained ticketing backlog/queue for developer and QA teams; reviewed completed tickets prior to release

· Provided insight and guidance on key user experience issues in order to create a more cohesive and user-friendly experience for our patients and clients

· Assisted in management of a team of 12 full stack engineers for both front-end and back-end programming

· Led communications between medical providers (operations), executive, and programming teams to prioritize projects and create roadmaps / sprint in order to orchestrated smooth and efficient program development

· Created & oversaw automated API and RPA processes to improve efficiencies throughout the organization

· Interacted with customers and clients to identify business needs and requirements

· Addressed technical, financial and operational concerns by working with engineers, clients, and directors

· Provided solutions to clients and team by providing reports and delegating tasks as appropriate

· Trained new team members and engineering staff after the acquisition of QCare+ in 2022 as Product Owner

· Met with users and stakeholders on regular basis to assess progress and make adjustments

· Implemented and led meetings, such as stand-ups and retrospectives with team to maintain project timelines

Strategically balanced technology and business needs of organization by prioritizing needs of the customer care & medical provider teams with the capacity of the engineering team to meet overall organizational goals

· As a founding employee, spearheaded operations and led the back-end team to quickly grow the company from managing zero to over 11,000 enrolled participants across more than twenty states in only two years

· Organized and created daily workflow for operations team for all non-medical (operational) SOPs; adjusted and reworked processes to accommodate the company’s rapid growth

· Liaised and met with   non-profit partners (clients) to ensure that their needs were being met, provided analytical reporting of their cases and demographics, and assisted with maintaining clients' 340B grant compliance

· Analyzed and reported on case data to ensure all cases were billed properly; collaborated with finance department on billing/revenue accuracy; prepared cases to bill over $8M in revenue in just 22 months from launch

· Trained and directed team of six client care team members responsible for managing case care and cyclical adherence in the program; oversaw daily operations to maximize customer satisfaction and employee productivity

· Delegated tasks to support team members and created internal custom cloud-based tools, apps, and automations to help solve complex business issues, increase productivity, and   empower team members

· Collaborated with third party partners (such as lab and pharmacy) to create cohesive and   streamlined processes

· Led team on developing soft skills to improve their productivities, alleviate stress, and improve workflows

· Investigated, documented and submitted information to stakeholders and technical teams about special incidences, events, and complaints

· Trained and led client services team to execute business strategies and deliver maximum customer satisfaction, resulting in a net promoter score of 67 based on 4000+ patient responses

· Cultivated culture of continuous improvement and innovation to improve efficiency and drive results

· Created, analyzed, and reported on KPIs for Client Service Team

· Assisted with on-boarding processes and programs to successfully integrate new, transferred and promoted employees

· Collaborated with Chief Operations Officer, Director of Sales, and Chief Financial Officers to develop and integrate workforce planning, analysis and solutions

· Drove results by developing tools to integrate operations team into the accounting process

· Helped set up medical, dental and life insurance benefits to facilitate employee training and  on-boarding process

· Addressed any employee relations issues and created solution/improvement plans accordingly

· Assisted senior management with making key decisions such deciding on benefits program offerings, wellness initiatives, and other human resources determinations

· Administered benefits programs, analyzed compensation and prepared HR-related budgets

· Oversaw HR needs for 55-employees across three subsidiary businesses

· Worked with HR team to coordinate company events and   benefits

· Developed strong written and verbal communication   skills

· Assisted employees with employee relations requests   and questions on a three-shift schedule

· Created positive relationships with personnel and HR   team using strong collaboration and teamwork skills

· Managed EEOC, I-9, HR documents and maintained   permanent files

· Improved organizational filing systems for   confidential employee records, resulting in improved accessibility and   efficiency

· Initiated an employee feedback program to better   understand their needs and areas of improvement at the organization