Cheryl McGrath
Chicopee,MA
Summary
Dedicated healthcare professional with excellent communication and problem-solving skills as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Collaborative leader who has worked with most departments within Baystate Health and is able to navigate easily within the health system.
Overview
22
22
years of professional experience
Work History
Territory Development Executive
Labcorp
03.2024 - Current
- Act as the clients primary point of contact ensuring expectations are met and client continues to support Labcorp through the transition from Baystate Reference Laboratories.
- Communicate with clients by phone, through email and face-to-face to ensure their needs are understood and addressed.
- Collaborate with various internal departments to ensure they fulfill all customer request.
- Ensure clients demands are met with a focus on improving the customer experience.
- Assist with challenging client requests or issue escalations as needed
Account Manager
Baystate Reference Laboratories
04.2023 - 03.2024
- Primary contact for clients and liaison between client and all departments at Baystate Reference Laboratories.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Educated clients on new products or services to increase customer engagement with brand.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
Laboratory Outreach Billing Consultant
Baystate Reference Laboratories
04.2022 - 04.2023
- Conducted regular audits of client accounts to identify potential issues or areas for improvement in the billing process.
- Collaborated with outreach billing company to review software accuracy and compliance to improve diagnosis code submissions were working as expected.
- Worked with all registrations areas for lab to ensure SOP were followed and billing information sent to billing company as submitted by providers.
- Improved client satisfaction by discovering and resolving gaps in billing process and interfaces.
- Reviewed existing contracts to identify missed revenue opportunities or inaccuracies that could impact future billing cycles.
- Participated in monthly financial review meetings, providing insights and recommendations on how to improve billing-related performance metrics.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge of changes and best practices in the field of billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Responded to customer concerns and questions on daily basis.
Manager, Lab Support Ops and Satellite Labs
Baystate Reference Laboratories
03.2019 - 04.2022
- Managed multiple departments within Baystate Reference Laboratories and 3 satellite labs under Baystate Medical Center in Worcester, Brockton and Enfield.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully completed all CAP and DPH inspections.
- Created and managed all Quality Management systems in satellite labs.
Manager-Client Svcs, Ref Lab Testing and Sat Labs
Baystate Reference Laboratories
09.2016 - 04.2019
- Managed multiple departments including large book of business for all referral lab testing sent to partner Mayo and Labcorp, client services and Satellite testing laboratories in Worcester in Brockton.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Successfully completed DPH inspections of satellite labs.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Sales Executive
Baystate Reference Laboratories
09.2013 - 09.2016
- Exceeded sales goals and service targets by cultivating and securing new customer relationships.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
Account Manager
Baystate Reference Laboratories
04.2011 - 09.2013
- Primary contact for providers for all practice and patient questions/concerns.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Educated clients on new products or services to increase customer engagement with brand.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Blood Donor Recruiter
Baystate Reference Laboratories
03.2008 - 04.2011
- In collaboration with Blood Bank and Marketing Leadership developed Baystate Health's Mobile Blood Donor Program.
- Created marketing brochures, one sheets, posters and all materials required for advertising and managing mobile blood drives.
- Organized successful community events that raised awareness about donation opportunities and inspired new donors to participate.
- Coordinated educational presentations at schools, churches, and other community gatherings to promote the importance of donating resources or time.
- Collaborated with marketing teams to develop impactful promotional materials for donor recruitment drives.
- Enhanced donor retention rates through personalized outreach and follow-up efforts.
- Managed a diverse portfolio of donors, ensuring regular communication and updates regarding the impact of their contributions.
- Optimized scheduling processes for donation appointments by utilizing digital tools that ensured smooth experiences for both staff and contributors.
- Assessed regional needs for blood donations regularly to prioritize recruitment efforts effectively.
- Developed comprehensive donor profiles, allowing for better targeting and segmentation of outreach efforts.
- Leveraged social media platforms to expand reach among potential donors, particularly younger demographics more likely to respond online initiatives.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Completed necessary reports and documentation on time and to specifications.
- Scheduled patients for appointments and maintained master calendar.
- Established strong relationships with local businesses and organizations, creating mutually beneficial partnerships for donor recruitment initiatives.
- Collaborated closely with healthcare professionals and subject matter experts to ensure the most up-to-date information was provided during recruitment initiatives.
- Conducted thorough research on potential donors, resulting in highly effective prospecting and cultivation strategies.
- Implemented efficient data tracking systems to monitor progress towards recruitment goals and adjust strategies accordingly.
Medical Technologist, Transfusion Medicine
Baystate Reference Laboratories
06.2002 - 04.2008
- Contributed to the overall success of the laboratory by maintaining a positive attitude and demonstrating strong teamwork skills in daily interactions with peers.
- Enhanced patient care by accurately performing and interpreting laboratory tests following laboratory protocols.
- Assisted in the training and mentorship of new Medical Technologists, fostering a positive learning environment for skill development.
- Collected and reviewed patient medical histories to accurately interpret test results.
- Employed microscopic techniques to collect and study blood samples to determine number of cells, morphology, and blood group, assessing compatibility for transfusion purposes.
- Maintained strict adherence to safety protocols, minimizing the risk of infection or contamination in the laboratory environment.
- Operated, calibrated, and maintained sophisticated instruments and equipment to facilitate quality laboratory and patient care operations.
- Increased efficiency by troubleshooting equipment malfunctions and performing routine maintenance tasks as needed.
- Ensured timely reporting of critical results to healthcare providers, allowing for swift interventions in life-threatening situations.
- Maintained required laboratory supplies inventory, and verified viability of supplies prior to use.
- Identified patient and labeled specimens with correct information to protect patient from adverse errors.
- Participated in essential quality improvement programs to maintain accurate and timely laboratory testing and meet customer needs.
- Upheld regulatory compliance by adhering to all relevant laws, guidelines, policies, and procedures related to medical laboratory practice.
- Collaborated with interdisciplinary healthcare teams to provide timely and accurate data for patient treatment plans.
- Input medical tests and clinical results data into computer using HCLL for storage and retrieval.
- Contributed to ongoing process improvement initiatives by participating in departmental meetings and sharing insights on best practices.
Education
Medical Technology
Mercy Medical Center School of Medical Technology
Springfield, MA 08.1985
Bachelor of Science - Medical Technology
Elms College
Chicopee, MA05.1985
High School Diploma -
Cathedral High School
Springfield, MA06.1984
Skills
- Interpersonal Skills
- Operations Management
- Customer-Oriented
- Customer Relations
- Quality Management
- Problem Resolution
- Motivation
- Workflow Planning
- Strategy Development
- Executive Support
Timeline
Territory Development Executive
Labcorp
03.2024 - Current
Account Manager
Baystate Reference Laboratories
04.2023 - 03.2024
Laboratory Outreach Billing Consultant
Baystate Reference Laboratories
04.2022 - 04.2023
Manager, Lab Support Ops and Satellite Labs
Baystate Reference Laboratories
03.2019 - 04.2022
Manager-Client Svcs, Ref Lab Testing and Sat Labs
Baystate Reference Laboratories
09.2016 - 04.2019
Sales Executive
Baystate Reference Laboratories
09.2013 - 09.2016
Account Manager
Baystate Reference Laboratories
04.2011 - 09.2013
Blood Donor Recruiter
Baystate Reference Laboratories
03.2008 - 04.2011
Medical Technologist, Transfusion Medicine
Baystate Reference Laboratories
06.2002 - 04.2008
Medical Technology
Mercy Medical Center School of Medical Technology
Bachelor of Science - Medical Technology
Elms College
High School Diploma -
Cathedral High School
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