Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Alicia Harris

Alicia Harris

Edmond,USA

Summary

Dynamic operations leader with a proven track record at Paycom, enhancing client retention by 2% through strategic forecasting and process improvements. Expert in vendor management and cross-functional collaboration, driving significant revenue growth while fostering team excellence. Adept at implementing policies and SOPs to streamline operations and elevate service delivery.

Overview

17
17
years of professional experience

Work History

Chief Operating Officer

NP2GO
Edmond, OK
11.2024 - 07.2025
  • Company Overview: A multi-state telemedicine and mobile urgent care provider, serving 800–1,000 patients weekly across 38 states.
  • Own strategic and daily operations across clinical and administrative functions for a 32-member team.
  • Implemented purchasing and vendor streamlining processes that improved cost of goods by 10–15% annually.
  • Designed and operationalized patient retention initiatives, increasing quarterly return rate by 12% through funnel analysis and targeted outreach.
  • Developed reorder automation workflows for medications and supplies, driving an incremental $20K–$40K in monthly revenue.
  • Built and enforced SOPs, protocols, and compliance documentation to support scale and standardization across state lines.
  • Led clinic workflow redesign, enhancing throughput and elevating service delivery.
  • Drove organization-wide KPI visibility through performance tracking, enabling team development and real-time decision-making.

Senior Manager, Operations (Multiple Roles)

Paycom
Oklahoma City, OK
08.2013 - 11.2024
  • Company Overview: Enterprise HR SaaS company. Held progressive leadership roles over 11 years across implementation, client services, and retention strategy.
  • Managed and developed teams of up to 175 across departments, supporting $500M+ in client revenue.
  • Led cross-functional operations partnerships with Sales, Revenue, Marketing, and Implementation to drive forecasting accuracy and revenue strategy.
  • Directed SaaS implementation teams, improving NPS from 25 to 55 through process refinement and client lifecycle alignment.
  • Built retention forecasting and reporting models that contributed to 2% annual improvement in client retention.
  • Spearheaded a $10M client win-back initiative informed by analysis of churn patterns and cross-functional action plans.
  • Partnered with RevOps and Accounting to improve sales pipeline accuracy and reduce lead-to-close friction; net annual revenue improved by 5%.
  • Oversaw special projects focused on workflow automation, cross-team collaboration, and strategic performance tracking.
  • Championed enablement practices that scaled with organizational growth, supporting continuous employee coaching and departmental excellence.

Reimbursement Analyst

Innovative Healthcare
Edmond, Oklahoma
01.2009 - 07.2013
  • Reduced A/R for commercial insurance and public payers across multiple care types.
  • Supported process improvement initiatives for revenue cycle efficiency.
  • Reviewed healthcare claims for compliance with regulations and policies.
  • Developed reports to summarize reimbursement analysis for management review.
  • Determined medical necessity, using individual insurance carrier regulations.

Education

B.S. - Organizational Leadership

Southern Nazarene University
Bethany, OK

Lean Six Sigma Green Belt -

University of Oklahoma

Skills

  • Strategic Operations
  • Vendor management
  • Operations leadership
  • Cross-functional collaboration
  • Revenue forecasting
  • Process improvement
  • Project Management
  • Team Leadership
  • Policy & SOP Development
  • Staff Recruitment & Coaching
  • Client Success Strategy
  • Healthcare & SaaS Expertise
  • Healthie EMR
  • Paycom
  • PowerBI tools
  • Confluence
  • JIRA Software
  • Microsoft Suite

Timeline

Chief Operating Officer

NP2GO
11.2024 - 07.2025

Senior Manager, Operations (Multiple Roles)

Paycom
08.2013 - 11.2024

Reimbursement Analyst

Innovative Healthcare
01.2009 - 07.2013

B.S. - Organizational Leadership

Southern Nazarene University

Lean Six Sigma Green Belt -

University of Oklahoma

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Alicia Harris