Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abby Siler

Wichita,KS

Summary

Technology-centric healthcare professional with 10+ years of experience delivering exceptional customer service in on-premise, remote, and SaaS settings. Expert at onboarding and engaging customers throughout their journey. An effective leader that manages cultural sensitivity and establishes rapport with members of diverse groups. Driven Content Manager proficient in SEO, and content editing. Offering 4-year background generating new long and short-form content. Strong writing and communication skills.

Overview

11
11
years of professional experience

Work History

Director of Virtual Health

Buffalo Rehab Group Physical Therapy and Occupational Therapy PC
04.2023 - Current
  • Launched and directed a comprehensive virtual physical therapy service line, achieving 80% capacity within the first month of go-live and maintaining a monthly patient arrival rate of over 80%.
  • Designed, developed, and implemented virtual PT programs in collaboration with cross-functional stakeholders, seamlessly integrating them into clinical workflows to enhance patient outcomes and operational efficiency.
  • Recruited, hired, and trained the initial team of physical therapists, defining key internal functions, establishing foundational roles, and fostering a culture of excellence in virtual care.
  • Supported and trained new and transitioning in-person clinicians to perform virtual appointments, optimizing service delivery across both channels.
  • Implemented telehealth technologies, streamlined EMR workflows, and enhanced documentation accuracy to support virtual care delivery and ensure compliance with HIPAA and privacy regulations.
  • Designed and tracked KPIs to monitor patient satisfaction, visit adherence, and therapist performance, leveraging analytics tools to drive data-informed decisions.
  • Conducted data audits and utilized predictive analytics to identify trends, enhance patient engagement, reduce recovery times, and improve long-term outcomes.
  • Achieved an average Net Promoter Score (NPS) of 83+ through patient-centered initiatives, innovative resource allocation, and education resources.
  • Initiated a mentoring program by assessing individual clinician strengths and providing targeted support to address areas for growth.
  • Partnered with marketing teams to develop content strategies, increasing program visibility, driving promotional outreach, and enhancing community engagement.
  • Oversaw daily clinical operations, ensuring compliance with regulations and quality standards while optimizing therapist productivity and scheduling.

Customer Success Specialist

WorkSafe Physical Therapy
02.2020 - 01.2025
  • Cultivated strategic client relationships by acting as a trusted advisor, delivering tailored solutions, and ensuring long-term success.
  • Presented innovative solutions like telehealth programs and ergonomic services, driving adoption and enhancing accessibility for clients.
  • Led Q&A webinars and guided onboarding processes to streamline implementation, optimize workflows, and support client success.
  • Designed and implemented ergonomic and early intervention processes, meeting diverse client needs through on-site and remote solutions.
  • Created targeted LinkedIn and blog content to elevate brand visibility and engagement in the B2B space.
  • Supported clients during data transfers, resolved escalated issues with customized workflows, and delegated complex inquiries to specialized teams.
  • Partnered with cross-functional teams to align strategies, enhance service delivery, and uncover opportunities to strengthen client partnerships.
  • Leveraged expertise in clinical operations to deliver proactive solutions, improve satisfaction, and drive engagement.

Freelance Editor and Copywriter

Various Clients (Livestrong.com; Worksafept.com)
04.2023 - Current
  • Review specialized content in fitness and healthcare topics to ensure accuracy, alignment with clinical best practices, and adherence to industry standards.
  • Utilize content management systems to organize, track, and update content efficiently, maintaining consistency and accuracy across all platforms.
  • Collaborate closely with editorial and content teams to update and enhance material by providing expert insights, verified information, and clinically relevant quotes.
  • Actively support content management efforts, contributing to the continuous improvement of materials and ensuring high-quality, evidence-based information for audience engagement and trust.
  • Created clear, accessible technical copy for health and wellness websites to enhance reader understanding.
  • Edited, proofread, and fact-checked medical and fitness content, ensuring accuracy, readability, and alignment with industry standards.

Doctor of Physical Therapy

Omada Health
11.2018 - 04.2023
  • Partnered cross-functionally with product teams by testing and advising on improvements of programs in SaaS settings
  • Developed care plans to meet the client's desired outcomes of therapy resulting in a 91% success rate for established outcomes based on pain and function
  • Coordinated with collaborating health coaches on patient clinical outcomes
  • These meetings also coordinate any possible services the company can add on to provide to clients
  • Recommended changes, improvements, or enhancements in product to the product development team based on customer feedback.

Doctor of Physical Therapy

Ascension Via Christi
10.2013 - 03.2021
  • Onboarded 10+ Employees and achieved full adoption of software and procedures
  • Enabled clients to implement processes resulting in higher outcomes following care
  • Partnered cross-functionally with multidisciplinary teams
  • Established relationships with key referral sources to increase referrals, resulting in increased caseloads for all Physical Therapists.

Education

Doctor of Physical Therapy -

Wichita State University
Wichita, KS
05.2013

Bachelor of Science - Exercise Science -

Wichita State University
Wichita
05.2010

Skills

  • G-suite
  • Innovator
  • Critical Thinker
  • Problem Solver
  • Microsoft Office
  • Proven Success in On-Premise and Remote Implementations
  • Ability to address cross-functional and cross-organizational issues independently
  • Collaborated closely with internal partners in Product and Ops to ensure an overall positive customer experience
  • Microsoft office suite
  • Staff Development and Management
  • Current PT license in: Kansas, Wisconsin, New York, Florida, and Minnesota

Timeline

Director of Virtual Health

Buffalo Rehab Group Physical Therapy and Occupational Therapy PC
04.2023 - Current

Freelance Editor and Copywriter

Various Clients (Livestrong.com; Worksafept.com)
04.2023 - Current

Customer Success Specialist

WorkSafe Physical Therapy
02.2020 - 01.2025

Doctor of Physical Therapy

Omada Health
11.2018 - 04.2023

Doctor of Physical Therapy

Ascension Via Christi
10.2013 - 03.2021

Doctor of Physical Therapy -

Wichita State University

Bachelor of Science - Exercise Science -

Wichita State University

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Abby Siler