Florian Qendro
Phoenix,AZ
Summary
PROVEN LEADER with a track record, demonstrating effective organizational stewardship and development, possesses an exceptional understanding of strategic and tactical operations management, service line development and enhancement, as well as physician recruitment and alignment strategies. Comfortable in matrix and multi-facility organizations with a focus on shared services design and collaboration, this servant leader excels at building and motivating teams of talented professionals to surpass key operational objectives by incorporating principles of continuous process improvement and fostering a culture of innovation and accountability. Practical and visionary, they possess the ability to anticipate emerging industry trends and adapt quickly with innovation and determination. As an excellent communicator, they have the capability to make the organization's big picture and mission meaningful and relevant to everyone, from physicians to staff at the bedside.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director of Operations, Physician Partnerships
Care Access (Reify Health)
Phoenix, AZ
11.2022 - 07.2023
- Chief of Staff to the SVP of Physician Partnerships, oversaw U.S. operations, leading a 60-member team across six managers to drive strategic investigator and patient recruitment for phase II-IV clinical trials, significantly enhancing trial efficiency and outcomes.
- Drove cross-disciplinary initiatives, achieving 108% of patient recruitment targets for pharmaceutical partners by leveraging strategic insights and collaborative execution.
- Key stakeholder for over 300 investigator and vendor partners, facilitating physician-initiated studies across multiple therapeutic areas including comorbidities and oncology.
- Led the end-to-end management of investigators relating patient recruitment, clinical research activities, contributions to protocol design, data integrity, and reporting processes to meet GCP and ethical standards.
- Developed and executed diverse investigator recruitment strategies, establishing innovative partnership models and leading to increased trial participation rates.
- Conducted quarterly performance reviews and led the creation of incentive compensation reports, in addition to orchestrating executive town halls and strategic meetings to align on business objectives.
- Collaborated with legal executives to streamline investigator and vendor contracts, enhancing operational efficiency while ensuring strict compliance with regulatory standards
- Collaborated closely with the IRB to develop compliant patient communications and collateral utilized by investigator partners, sales teams, and patient recruitment efforts.
Associate Director, Physician Partnerships
Care Access (Reify Health)
Phoenix, AZ
08.2022 - 11.2022
- Elevated to manage a comprehensive team of 75, merging physician recruitment and management functions, in recognition of exceptional leadership and strategic vision.
- Developed and immplemented operational improvement strategies leading to 49% operating expense reduction over a 3 month period reducing annualized total department operating expense from $13M to $6.4M.
- Led capacity planning and strategic workforce reduction;executed a comprehensive team realignment focused on regional alignment, enhancing operational efficiency and increased productivity.
- Collaborated with site managers to refine and innovate recruitment strategies, resulting in the successful engagement and onboarding of key investigators, KOLs, and expert physicians.
- Spearheaded efforts that culminated in strategic board member appointments and established impactful partnerships with the National Lipid Association, enhancing organizational influence and collaboration.
- Innovated sales recruitment processes and analytics within Salesforce, enhancing team performance insights and driving growth through detailed reporting and dashboards.
- Led organizational change by establishing business direction and actualizing operational plans to meet goals through cross functional collaboration and planning meetings.
Manager of Sales Development Teams
Care Access (Reify Health)
Phoenix, AZ
02.2022 - 08.2022
- Strategically led the expansion of the Sales Development team during a pivotal growth phase, overseeing six managers and 60 individual contributors, and successfully increased the department's size by 50% through targeted recruitment and development, significantly scaling capabilities and enhancing operational efficiency.
- Initiated and implemented a departmental training initiative, achieving a 50% uplift in sales conversion rates and propelling new hires into the top 10% of performers
- Introduced real-time quality assurance technology, elevating leadership efficiency and team accountability, which resulted in enhanced productivity and the strategic realignment of personnel based on performance metrics.
- Designed and implemented OKRs and KPIs, complemented by an innovative incentive compensation plan, to drive exceptional performance in investigator recruitment and management, aligning team efforts with corporate objectives.
- Spearheaded the creation of an efficient onboarding program, achieving a 40% reduction in ramp-up time for new hires, while advising HR on enhancing procedural efficiency, establishing PIP frameworks, and improving interview and review methodologies.
- Developed unified sales script, marketing collateral, and communication strategy compliant with IRB standards, optimizing omnichannel engagement in the sales and recruitment process.
Medicare Broker
Connie Health (Contract)
Phoenix, AZ
10.2021 - 02.2022
- Achieved status as a top 5% performer within the team, consistently recognized for exceptional sales excellence and high customer engagement rates.
- Enhanced operations efficiency through meticulous process improvements, ensuring full compliance with local, state, and federal regulations.
- Contributed to the development and evaluation of service level agreements, aligning operational practices with organizational standards.
- Interacted with senior population and conducted presentations at churches, centers and homes to sell and promote Medicare products.
- Served as a point of contact between carriers and customers for any issues that may arise during policy implementation or renewal processes.
Sales Manager
Devoted Health
Phoenix, AZ
07.2020 - 09.2021
- Led a 40-member team of licensed agents, managing daily sales operations, KPIs, and performance within a multi-state territory.
- Conducted side-by-side observations, quality call reviews, and held regular team meetings with coaching sessions to drive continuous improvement.
- Assumed leadership of the lowest-performing team, achieving team conversion of 35%
- Team performed 95% of sales target within two months, surpassing the nearest team's performance by 30%.
- Developed and executed a highly structured training program, resulting in the last two new hire classes swiftly achieving top-performing status, ranking in the top 5% of all agents.
- Led department expansion efforts by interviewing, recruiting, training, and coaching agents, achieving a 20% increase in team size and the successful cultivation of high-performing individuals
- Managed relationships with third-party vendors, regularly delivering findings and recommendations to the executive team
- Attained SME status in value-based care through exceptional performance and the adept scaling of high-performance teams, consistently upholding stringent federal and state compliance.
Inbound Sales Representative II
Ttec (TeleTech) - HealthCare Solutions
PHOENIX, AZ
08.2019 - 04.2020
- Third-party agent for eHealth Insurance, specializing in enrolling customers into Medicare, individual and family plans, and ancillary products. Appointed across all major health insures (Humana, Cigna, Oscar, UHC, BCBS, AETNA)
- Achieved recognition as a top performer, maintaining a position in the top 5% of the team throughout my tenure.
- High volume inbound inquiries, leveraging alternative insurance options to create tailored sales opportunities and deliver compelling product presentations.
- Conducted cross-platform sales, conducting comprehensive needs assessments and educating clients on Medicare MAPD, Medigap, PDP, supplemental products, and IFP for the under-65 demographic
- Handled an average of 120 calls daily, excelling in customer engagement with a remarkable 40% conversion rate, significantly above industry standards.
Sales Executive
Oscar Health
PHOENIX, AZ
07.2017 - 11.2019
- Spearheaded Oscar Health's strategic entry into Maricopa County as the primary Subject Matter Expert (SME) and contact point, orchestrating initial market penetration and brand establishment.
- Strategically developed and managed robust relationships with brokers and agencies, delivering onsite training and workshops to enhance partnership value and support.
- Directed a landmark partnership with Oscar Health and health markets, driving operational growth and market expansion that led to the onboarding of over 3,000 agents.
- Ranked in the top 10% of the national sales team, successfully onboarding 4,700 agents and achieving a Book of Business (BOB) of 1.5 million policyholders.
- Led field operations within Arizona, forging strong connections with community-based organizations and key stakeholders to bolster market reach and engagement.
- Actively contributed to product and market development by channeling broker feedback into strategic executive briefings, driving the launch of new plan options.
- Orchestrated bi-annual broker seminar to highlight Oscar Health’s product offerings and value-based care model, reinforcing business objectives and market differentiation.
Director of Sales and Operations
Tempe TBI - Traumatic Brain Injury
PHOENIX, AZ
03.2013 - 07.2017
- Managed a 50-bed behavioral health facility specializing in care for patients with Traumatic Brain Injury, managing a diverse team of 45 across health staff, operations, and account executives.
- Oversaw the full cycle of HR processes from interviewing, onboarding, and training staff on compliance, care plan development, and ADL skills, to managing disciplinary and promotional matters in collaboration with executive leadership.
- Coordinated preparations for and oversight of external licensing audits by Arizona Department of Health Services and QSR (Quality Review Service), ensuring the facility met all quality standards and adhered to strict federal and state governing guidelines.
- Directed accounts payable and receivable, cash flow management, and executed budgeting and forecasting processes, maintaining financial health and sustainability.
- Ensured all employees received mandatory training and certifications, leading the implementation and data tracking of individual programs to enhance care quality.
- Built and managed comprehensive project plans, aligning resources and monitoring progress to meet strategic objectives and improve operational efficiency.
- Negotiated contracts with vendors and suppliers, securing favorable terms and optimizing operational costs.
- Prepared and presented board meeting summaries, highlighting key operational developments, challenges, and achievements, facilitating informed decision-making.
Skills
- Strategic Leadership and Planning
- Team Building & Development
- Stakeholder Management
- Negotiation & Conflict Resolution
- Process Improvement
- Planning and Communication Design
Certification
- Certified ScrumMaster - Scrum Alliance
- Licensed Health and Accident Insurance License (20 states) - AZDHS
- Certified AHP Certification
Languages
English
Native/ Bilingual
Albanian
Native/ Bilingual
Spanish
Limited
Greek
Limited
Timeline
Director of Operations, Physician Partnerships
Care Access (Reify Health)
11.2022 - 07.2023
Associate Director, Physician Partnerships
Care Access (Reify Health)
08.2022 - 11.2022
Manager of Sales Development Teams
Care Access (Reify Health)
02.2022 - 08.2022
Medicare Broker
Connie Health (Contract)
10.2021 - 02.2022
Sales Manager
Devoted Health
07.2020 - 09.2021
Inbound Sales Representative II
Ttec (TeleTech) - HealthCare Solutions
08.2019 - 04.2020
Sales Executive
Oscar Health
07.2017 - 11.2019
Director of Sales and Operations
Tempe TBI - Traumatic Brain Injury
03.2013 - 07.2017
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