James H. Howard
Walnut,CA
Summary
Highly accomplished and versatile Senior Director with +15 years of experience Consulting in the Healthcare and Customer Service Industries.
Experienced with optimizing operational processes to achieve strategic goals. Utilizes team leadership and strategic planning to drive efficiency and innovation. Track record of implementing successful operational enhancements and fostering collaborative work environments.
Overview
14
14
years of professional experience
Work History
Sr. Director of Operations
Drive Forward
02.2018 - Current
- Successfully led automotive projects in Los Angeles, ensuring a lean operation with a 100% on-time delivery rate and 100% budget adherence.
- Directed project intake, planning, and execution, delivering projects on time and within budget, enhancing operational efficiency.
- Transformed automotive visions into reality, providing value to customers through meticulous attention to detail and strategic project management.
Executive Director of Post Bill Operations
Brault Practice Solutions
07.2020 - 06.2023
- Enhanced Post Bill team performance by developing insightful reports and refining key performance indicators (KPIs), leading to data-driven decision-making.
- Directed the selection and implementation of advanced patient service systems (voice and web), streamlining interactions and improving medical practice cash flow.
- Led significant client satisfaction improvements by optimizing patient interaction processes, ultimately boosting revenue streams.
- Drove a successful restructuring of the Accounts Receivable (AR) Department, streamlining processes and enhancing efficiency.
- Spearheaded the implementation of AthenaIDX, replacing outdated systems and achieving a 20% productivity gain.
- Joined the Executive Leadership team to manage a cultural and organizational shift by leading 15 directors and managers to develop and implement a comprehensive performance management program, resulting in a 40% increase in team productivity and alignment with organizational goals.
Director of Patient Services
Brault Practice Solutions
07.2020 - 02.2022
- To optimize resource allocation and enhance operational efficiency, I developed and put into practice staffing models for the patient service contact center.
- I also used cultural initiatives that fostered higher employee engagement and satisfaction.
- Recognizing potential, I identified and nurtured talented team members for future organizational growth.
- For precise and reliable performance measurement, I revamped reporting methods.
- Finally, I broadened patient interaction capabilities by integrating email, chat, and text channels, significantly expanding both inbound and outbound communication.
- Replaced legacy system with a Genesys CCaaS Cloud system.
- Leveraged Genesys Generative AI system to increase patient satisfaction
- Following the COVID-19 pandemic, a successful work-from-home program was established.
- A targeted staff metrics program was put into effect, resulting in a 15% reduction in shrinkage.
- Productivity significantly increased (30%) through the strategic utilization of Workforce Optimization (WFO) tools.
Contact Center Consultant / Project Manager – Consulting
Complete Care Community Health Center
11.2018 - 11.2019
- To enhance patient communication and cater to diverse preferences, I created and implemented a multi-channel customer service platform, incorporating chat, text, email, and voice options.
- I streamlined and documented processes to ensure consistent and efficient service delivery within the contact center.
- Furthermore, I collaborated with leading CCaaS vendors, including Genesys, NICE inContact, and BroadSoft, to evaluate and select optimal solutions for improved customer engagement and support.
- To facilitate effective software utilization and boost productivity, I designed comprehensive training materials for the NextGen Practice Management System.
- Finally, I successfully managed the telephony and infrastructure upgrade project, ensuring seamless integration of upgraded systems and technologies.
- Utilized a Hub services model to increase patient adherence by 25% and drive patient support.
- Successfully designed and established a state-of-the-art contact center dedicated to non-clinical patient interactions.
- Consolidated 7 inbound call centers into 1 geographically centralized call center resulting in increased efficiency.
Senior Project Manager Call Center
Bridgewater Consulting Group / SoCal Edison
12.2017 - 09.2018
- Consulted on the reimagining of existing call center and customer service practices using Kaizen Events to enhance customer experience, resulting in a 20% increase in customer satisfaction scores and a 15% efficiency bump.
- Managed the upgrade of Genesys IVR from version 7.0 to 9.0, integrating it with SAP CRM, streamlining operations, and improving customer experience.
- Directed the launch of Call Center AI VRU integration, leveraging advanced technology to enhance call center operations, resulting in a 15.8% increase in customer satisfaction and a 25% reduction in operational costs.
Senior Project Manager, Contact Center
Siemens Health / Centillion Z
10.2017 - 12.2017
- Spearheaded process improvements for the Call Center re-platform, enhancing efficiency and customer service, resulting in a 35% decrease in lost customer calls.
- Directed the Data Center and Network Configuration for the CCaaS project, ensuring seamless operations and integration of CTI/TW web services.
- Introduced natural language AI to automate tasks, improving KPI reporting accuracy and driving innovation with Verint, WorldLine, and Unify Circuit technologies.
Senior Call Center / Analyst
United Health Group/Optum
01.2017 - 07.2017
- Developed Tableau reporting dashboards for KPI analysis, enhancing data-driven decision-making and improving operational efficiency.
- Adopted WFM tools, resulting in an 18% increase in staffing efficiency by optimizing resource allocation and scheduling.
- Implemented Agent Performance KPIs, leading to greater agent satisfaction and improved service quality.
Sr Call Center Operations Manager (Contract)
Sports Endeavors
08.2015 - 11.2016
- Analyzed customer journeys and removed bottlenecks, boosting satisfaction rates by 20%.
- Managed both long and short-term workforce planning for a 300-person call center.
- Created business requirements documentation for system replacements.
- Introduced Continuous Integration and TDD methods for Call Center and SAP system integration.
- Administered FMLA for the Call Center.
- Developed reports for the Supervisory group.
- Created tools for managerial workgroups.
Call Center Support/5 Star Staffing
NC Department of Treasury
07.2014 - 08.2015
- Project Manager for WFM/IVR/Telephony upgrade Developed WFM processes and procedures for call center.
- Responsible for developing training, coaching and performance evaluations for staff.
- Project Manager for Genesys IVR/CTI (Avaya) integration and deployment
- Developed system documentation in concert with NC OITS management
- Lead development of end-user training and reporting to capture relevant project KPI’s
- Developed BRD’s and FSD’s for Telephony/IVR/WFM project
- Created tools for managerial workgroups
- Coordinated with outside vendors for project completion
- Responsible for all UAT testing of Avaya CMS and Genesys IVR integration
Sr Call Center Project/Program Manager
Molina Health Care / KForce Contract
10.2013 - 02.2014
- Developed comprehensive policies, procedures, and business work plans for the Call Center, enhancing operational efficiency and consistency.
- Designed and delivered targeted training programs to call center staff, improving skill levels and performance metrics.
- Coordinated the development of policies and procedures for Workforce Management (WFM) staff across various business units, ensuring alignment and standardization.
- Delivered change management training for management staff, facilitating smooth transitions and adoption of new processes.
NC HIE Call Center Director
North Carolina Health Information Exchange
01.2012 - 10.2013
- Created and led the Call Center Team for Tier 1 and 2 inbound Technical Support, ensuring smooth operations and high-quality service.
- Managed all aspects of the startup of an inbound call center, including staffing, training, facilities, and client relations, ensuring projects were delivered on time and within budget.
- Designed and facilitated customer service training programs, enhancing team performance and customer satisfaction.
- Coordinated agent performance management, including coaching and counseling, to maintain high standards of service.
- Managed Cisco/Salesforce integration and maintained the function of Cisco IP Phone solution and Jira/Atlassian Help ticket solution.
Education
Bachelor of Science - Biology/Psychology
Northwestern University
01.1995
Skills
- Strategic planning
- Healthcare process optimization
- Project management expertise
- Omni-channel client experience design
- Medicare submission expertise
- Organizational change management
- Stakeholder engagement
- Offshore vendor coordination
- Client relationship management
- Strategic workforce planning
Timeline
Executive Director of Post Bill Operations
Brault Practice Solutions
07.2020 - 06.2023
Director of Patient Services
Brault Practice Solutions
07.2020 - 02.2022
Contact Center Consultant / Project Manager – Consulting
Complete Care Community Health Center
11.2018 - 11.2019
Sr. Director of Operations
Drive Forward
02.2018 - Current
Senior Project Manager Call Center
Bridgewater Consulting Group / SoCal Edison
12.2017 - 09.2018
Senior Project Manager, Contact Center
Siemens Health / Centillion Z
10.2017 - 12.2017
Senior Call Center / Analyst
United Health Group/Optum
01.2017 - 07.2017
Sr Call Center Operations Manager (Contract)
Sports Endeavors
08.2015 - 11.2016
Call Center Support/5 Star Staffing
NC Department of Treasury
07.2014 - 08.2015
Sr Call Center Project/Program Manager
Molina Health Care / KForce Contract
10.2013 - 02.2014
NC HIE Call Center Director
North Carolina Health Information Exchange
01.2012 - 10.2013
Bachelor of Science - Biology/Psychology
Northwestern University