Jennifer Barber
Powder Springs,GA
Summary
Dynamic and results-oriented professional with extensive experience at GHX, specializing in compliance and customer success. Excelled in stakeholder management and Salesforce CRM, driving significant improvements in customer satisfaction and engagement. Recognized for innovative solutions and exceptional leadership skills, consistently exceeding performance metrics.
Overview
6
6
years of professional experience
Work History
Compliance Solution Sepcialist
GHX
Atlanta, GA
04.2023 - Current
- Established and maintained strong relationships with supply-chain, compliance, and patient care area decision-makers within a portfolio of 30+ health system accounts.
- Conducted monthly and quarterly business reviews with portfolio of accounts.
- Developed and implemented strategic plans to maintain and grow health system partner utilization, increase provider engagement, and raise utilization metrics.
- Performed troubleshooting activities to identify root cause of provider and vendor issues and implemented corrective action plans to resolve them.
- Collaborated with internal teams such as sales, marketing, operations and support staff to ensure successful implementation of SaaS product and branded hardware.
- Collaborated with supply-chain Customer Success Manager to provide monthly account reviews to member health systems
- Designed and implemented company's updated CSAT initiative as part of customer experience tiger team.
- Analyzed NPS and CSAT scores and investigated negative surveys.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Facilitated training sessions for health system team members on product features, benefits, and best practices.
- Used excellent verbal and written skills to engage health system leaders in conversation and effectively determine needs, facilitate user engagement, and support end-user adherence.
- Provided customer on-boarding and training to ensure successful product adoption.
- Organized provider user group events aimed at increasing customer engagement levels and peer knowledge-sharing.
- Managed customer inquiries and complaints in a professional manner.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Developed and executed customer success strategies to increase retention rates.
- Led customer on-boarding processes, ensuring smooth transition and high satisfaction levels.
- Met with customers to discuss best practices and drive preferred outcomes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Established strong relationships with clients through regular communication and follow-up activities.
Compliance Associate
GHX
Atlanta, GA
10.2021 - 04.2023
- Verified documentation against compliance standards and communicated deficiencies to resolve issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Triaged and resolved incoming requests to the compliance team queue.
- Provided quarterly and monthly account reviews to a portfolio of eight health systems plus all unassigned health systems.
- Devised and implemented a CSAT program for the compliance team including Salesforce testing and implementation.
Credentialing Analyst - Team Lead
GHX
Atlanta, GA
05.2021 - 10.2021
- Performed quality assurance checks on analyst cases
- Provided development plans for analysts.
- Devised analyst call quality assurance program and collaborated with team manager to implement standards.
- Reviewed and provided analysis of team CSAT responses.
- Resolved managed services customer requests at a high level of accuracy and vendor satisfaction.
- Side-by-side trainer for all new hires.
- Planned and executed Customer Service Week activities for Credentialing Managed Services and Customer Support teams.
- Recognized by division director for superior customer service and team leadership.
Credentialing Analyst - Managed Services
GHX
Atlanta, GA
04.2019 - 05.2021
- Processed background checks on applicants seeking credentials at healthcare facilities.
- Provided guidance and training to new staff members on credentialing procedures and protocols.
- Drafted correspondence related to vendor credentialing for vendor credentialing organization's network of health systems.
- Managed all documentation on vendor representative profiles with all major vendor credentialing organizations.
- Consistently exceeded monthly case quality KPIs.
- Consistently met average call time and case resolution expectations.
- Collaborated with vendor administrators to update health system insurance requirements.
- Recognized by division director for superior customer service.
Education
Bachelor of Arts - Theatre
University of Tennessee
Knoxville, TNSkills
- Business analysis
- Software development
- Innovation skills
- Diagnosing device issues
- Creative solutions
- Pricing quotes
- Stakeholder management
- Customer relationship management
- Project management
- Salesforce CRM experience
- Consumer feedback inquiry
- Product knowledge
- Joint Commission and other regulatory agency regulations
Timeline
Compliance Solution Sepcialist
GHX
04.2023 - Current
Compliance Associate
GHX
10.2021 - 04.2023
Credentialing Analyst - Team Lead
GHX
05.2021 - 10.2021
Credentialing Analyst - Managed Services
GHX
04.2019 - 05.2021
Bachelor of Arts - Theatre
University of Tennessee
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