Becky M. O’Donnell
Sales Operations Manager
Minneapolis,MN
Summary
HIGHLIGHTED STRENGTHS | ACCOMPLISHMENTS Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Manager Credentialing and Licensing
Tactile Medical
01.2021 - Current
- Developed comprehensive work instructions for onboarding and training new hires at 4 Satellite offices to include all state, federal, and accreditation entity guidelines and requirements
- Medicare and Medicaid Fee for service supplier enrollment
- Management of state HME licensing as required to conduct business in each state/municipality
- Assist with investigation of compliance issues and questions including suspected nonconformities to the company’s compliance program and accreditation requirements
- Collaborate with other functional departments such as Reimbursement, Commercial Operations, Marketing, Sales, Regulatory and Quality to ensure activities are consistent with regulatory and legal requirement
Patient Services Manager
Tactile Medical
01.2020 - 08.2021
- Department manager with 33 total reports – 4 Direct and 29 indirect reports
- Designed and introduced leadership development, coaching and team mentorship program, resulting in promotion of employees into increased levels of responsibility
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
- Established and monitored team metrics and SLAs, developed BI Reporting and dashboards for score cards and metrics
- Increased shipments 48% in 2021 by identifying and eliminating root cause barriers to accuracy, productivity, quality and compliance
- Cross-trained existing employees to maximize team agility and performance
- Defined testing protocols, quality assurance initiatives and department policies and procedures
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
Sales Operations Manager & Veterans Affairs Manager
Tactile Medical
04.2018 - 01.2020
- Department manager with 40 total reports – 6 Direct and 34 indirect reports
- Hired and trained 24 employees over 2 years
- Created team lead position, job description and training program
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Performed statistical analyses to gather data for operational and forecast team needs
- Delivered feedback to decision-makers regarding employee performance and training needs
Sales Operations Supervisor
Tactile Medical
01.2017 - 03.2018
- Responsible for training activities, hiring, employee coaching, and annual performance reviews
- Trained team members in proper data entry within available electronic tools and platforms, demonstrating streamlined sales practices
- Pointed out process bottlenecks and inconsistencies to upper management, facilitating continuous process improvement to eliminate standard procedures hindering successful sales tactics
- Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance
- Developed and nurtured lasting relationships with team through dedicated assistance, issue resolution and active listening
- Conduct monthly team meetings and perform monthly 1:1’s with employees to ensure success. Write and deliver performance reviews
Sales Support Representative/ Team Lead
Tactile Medical
06.2012 - 12.2016
- Trained, coached and mentored new sales associates for maximum performance
- Streamlined team sales processes increase productivity and decrease closing time
- Achieved and exceeded sales goals through dedication to identifying and pursuing new opportunities
- Provided exceptional customer service to foster client loyalty and satisfaction
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues
- Contributed to team objectives in fast-paced environment
- Built relationships with customers and community to promote long term business growth
Admissions Coordinator
University of MN, Fairview Rehab Admissions Acute Care and TCU
04.2008 - 06.2012
- Completed preliminary paperwork for incoming patients
- Initiated triage processes for clients to streamline patient flow
- Registered and verified patient records before triage with most up-to-date information.
- Collaborated with unit management to prepare and set up rooms with adequate supplies and equipment
- Completed administrative patient intakes with case histories, insurance information and mandated forms
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
Education
Bachelors - Health Care Management in progress
St Catherine University
08.2022 - Current
Certificate - The Coach Approach To Management
University of St Thomas
03.2018 - 05.2018
Certification in Medical Coding -
St Catherine University
09.2004 - 05.2006
Skills
Business administration
Staff Management
Strategic planning
Dependable and Responsible
Training and Development
Teamwork and Collaboration
Interpersonal Communication
Problem-Solving
Attention to Detail
Policies and procedures
Verbal and written communication
Key Performance Indicators
Coaching and mentoring
Improvement initiatives
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bachelors - Health Care Management in progress
St Catherine University
08.2022 - Current
Manager Credentialing and Licensing
Tactile Medical
01.2021 - Current
Patient Services Manager
Tactile Medical
01.2020 - 08.2021
Sales Operations Manager & Veterans Affairs Manager
Tactile Medical
04.2018 - 01.2020
Certificate - The Coach Approach To Management
University of St Thomas
03.2018 - 05.2018
Sales Operations Supervisor
Tactile Medical
01.2017 - 03.2018
Sales Support Representative/ Team Lead
Tactile Medical
06.2012 - 12.2016
Admissions Coordinator
University of MN, Fairview Rehab Admissions Acute Care and TCU
04.2008 - 06.2012
Certification in Medical Coding -
St Catherine University
09.2004 - 05.2006