FRANCESCA COVEN
Charlotte,NC
Summary
Commercial operations professional with extensive experience in optimizing business processes and driving operational improvements. Known for fostering team collaboration and achieving results. Skilled in strategic planning and problem-solving, with reliable and adaptable approach to changing needs.
Overview
12
12
years of professional experience
Work History
Director of Commercial Operations
Medshift
02.2025 - Current
- Develop strong relationships with suppliers, enabling better negotiation on pricing and terms.
- Reduce operational costs with the implementation of lean principles and process automation tools.
- Collaborate closely with cross-functional teams to drive continuous improvement initiatives across the organization.
- Establish metrics-driven performance evaluations, fostering a culture of accountability within the team.
- Champion change management initiatives aimed at improving internal processes for greater efficiency gains.
- Manage inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Analyze and reported on key performance metrics to senior management.
- Train and guide team members to maintain high productivity and performance metrics.
- Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Oversee collections of past due payments from customers, by managing an outside agency to align with our processes and procedures
Commercial Operations Manager
MedShift
04.2023 - 02.2025
- Analyze data and present findings to C-Suite executives
- Offer solutions or improvements to the data findings
- Respond to information requests from superiors, providing specific documentation
- Develop initiatives for process improvement and reviewed and assessed ongoing operations including the revision of SOPs
- Produce SOPs (4) to document workplace procedures and optimize productivity through standardization within departments and the organization
- Develop and maintained relationships with external vendors and suppliers.
- Plan and facilitate meetings to share strategic plans and explain future goals to aid the sales team and overall growth of the company
- Lead onboarding and training of new employees and/or subordinates on company CRM (Pipedrive) platform
- Conduct employee evaluations and document findings
Senior Account Development Manager
MedShift
01.2022 - 04.2023
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
- Implemented CRM (Pipedrive) to assist with the above mentioned policies and procedures
- Collaborated with other departments to coordinate strategic marketing activities
- Created policies and procedures, evaluating and revising to maximize team efforts
- Onboarding and training of 10 new employees with company CRM platform
- Invest in team member growth by hiring new employees when needed
- Address customer concerns with suitable solutions while maintaining the integrity of the business
Account Development Manager
MedShift
01.2019 - 01.2022
- Took initiative to developed processes and protocols to streamline workflow and aid bottom line
- Strengthened profit opportunities by developing key customer relationships and managing resources to meet sales objectives
- Addressed customer concerns with suitable solutions
- Tracked and replenished inventory
- Maintained quality control and handled shipping logistics for ordered goods
Patient Care Coordinator
Dermatology Specialists of Charlotte
09.2013 - 12.2018
- Processed patient intake information and updated medical records prior to treatment
- Assured regulatory compliance and professionalism across patient service
- Troubleshot and resolved complex customer service issues to enhance patient and family experience
- Demonstrated flexibility during changes to patient care practice
- Compiled and maintained medical charts and reports in complex digital databases
- Communicated with patients to ensure quality of care and develop care plans
- Provided administrative support for patient care staff
- Scheduled evaluations and procedures for patients
- Established strong work network by building professional relationships with physicians and fellow employees
- Received patient inquiries or complaints and directed to appropriate medical staff members
- Explained policies, procedures and services to patients
- Obtained informed consent and payment documentation from patients and filed in system
- Compiled information from patients and caregivers or family members to identify care concerns
- Collaborated with clinical and administrative staff to meet patient needs
- Verified patients' insurance and payment methods during admissions or check-in processes
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care
- Instructed patients on policies and required actions for different types of appointments and procedures
- Received and routed care team messages and documents to appropriate staff
Education
Associate of Applied Science - Medical Assisting
National Institute of Technology
Cuyahoga Falls, OH08.2007
Some College (No Degree) - Nursing
University of Akron
Akron, OHSkills
- Data Analysis
- CRM (Pipedrive) & Payment Facilitation (Recur 360) Management
- Planning & Implementation
- Workflow Optimization
- Staff Training & Development
- Operations Monitoring/Management
- Staff Management
- Customer Service
- Problem-solving
- Warehouse Operations
- Decision-making
https://www.linkedin.com/in/francesca-coven-04171838/
Timeline
Director of Commercial Operations
Medshift
02.2025 - Current
Commercial Operations Manager
MedShift
04.2023 - 02.2025
Senior Account Development Manager
MedShift
01.2022 - 04.2023
Account Development Manager
MedShift
01.2019 - 01.2022
Patient Care Coordinator
Dermatology Specialists of Charlotte
09.2013 - 12.2018
Associate of Applied Science - Medical Assisting
National Institute of Technology
Some College (No Degree) - Nursing
University of Akron
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