Jennifer Britt
Munster,IN
Summary
Results-driven Senior Client Executive known for high productivity and efficient task completion. Specialize in client relationship management, strategic planning, and revenue growth. Excel in negotiation, communication, and problem-solving to achieve client satisfaction and business objectives.
Overview
22
22
years of professional experience
Work History
Senior Client Executive
TELADOC HEALTH
04.2019 - Current
- Manages a complex strategic book of business and identifies growth opportunities across portfolio, including the partnership house account for a large health plan
- Manages all client touchpoints and responsible for retention targets, annual renewals, key relationship changes, upsells, and fee renegotiations
- Applies consultative and strategic account leadership
- Expands and grows revenue with existing customers through building relationships and regular meetings with customers
- Establishes trusted and consultative strong relationships with clients and engages meaningfully with various levels within client organizations up to and including senior executives and C-suite
- Displays sensitivity to clients' needs and quickly develops strong service relationships with portfolio of business to promote expansion of services and upsells
- Successfully balances client and company objectives to ensure expectations, goals and satisfaction is met
- Strategizes to improve client experience while driving increased utilization across programs
- Manages account review meetings and calls to communicate value, utilization, outcomes, updates and issue resolution
- Responsible for creating impactful story for clients that provides value, including ROI, and outcomes for member wellness and satisfaction
- Demonstrates capacity and flexibility to quickly and effectively manage changing priorities
- Showcases resourcefulness, resilience, and possesses strong oral and written communication skills
- Team player and motivated by the company's success, not just individual successes
- Serve as the client’s voice to communicate feedback for product development and address customer issues while working internally with the appropriate teams
- Strong desire to proactively address problem and concerns and thrives on solving ambiguous problems and willing to persevere through the challenges
- Identifies process improvements to enhance service delivery aligned with our clients' key priorities.
Adjunct Faculty
Loyola University
, IL
05.2015 - 05.2019
- Undergraduate Course: FONU 215 Fundamentals of Nutrition
- Graduate Course: FONU 426 Food Management Theory
- Graduate Course: FONU 427 Supervised Dietetic Practice in Management of Food Systems and Long Term Care.
Director/General Manager
UCHICAGO MEDICINE INGALLS MEMORIAL HOSPITAL
Harvey, IL
03.2015 - 11.2018
- Responsible for $5M total managed volume in 450 bed hospital with 5 direct reports and 80 FTEs
- Provide primary direction and leadership for all customer service initiatives including the appropriate recruitment, selection and development of staff
- Manage and provide training and development plans for all department staff consistent with operational and strategic need of the client and company standards
- Develop strategic relationships and innovative client solutions to secure continual business growth
- Inspire others to drive outcomes daily and maintain a focused, motivated multi functional team
- Develop and deliver client quarterly metric status achievement and annual presentations and reports
- Interacts with regulatory, safety, and corporate inspectors
- Managed successful conversion of food purchasing program
- Demonstrate food cost savings annually with reduction of 3% in FY17 over PY; including implementing waste reduction program
- Manage production, purchasing and inventory with executive chef
- Strive to develop menu options that impact lives and long term well-being of patients and customers
- Daily involvement with third party patient satisfaction and patient experience committee
- Maintain staffing levels below the 25th percentile for Truven benchmarking
- Served as District Champion for Standards Team for food and labor productivity
- Directly responsible for retail sales growth, catering, promotions and customer satisfaction
- Independently managed and sourced food service capital project for kitchen redesign
- Ensure food quality and safety of all products served to customers and patients consistently meets all client, patient and customer expectation
- Participated in multiple LEAN Rapid Improvement events, Kaizen events, 2P events, and Bronze certification is in process.
Food Services Director: General Manager for Hammond and Dyer locations
FRANCISCAN ST. MARGARET HOSPITAL
Dyer, IN
03.2012 - 02.2015
- Responsible for financial performance and efficient use of resources including labor, food and all other direct expenses for 2 hospital system
- Total budget of $3.9 million
- Decreased total operational costs by over $400k over prior year
- Maintain staffing levels below the 25th percentile for Truven benchmarking
- Achieved retail sales goal in excess of 5% over prior year
- Serve as Midwest Region Champion for satisfaction
- Evaluate, develop, and ensure the provision of ongoing training and development for all department staff consistent with operational and strategic need of the client and ARAMARK
- Managed the successful implementation and ongoing monitoring of waste tracking program and recipe compliance with the production team.
System Director of Patient and Clinical Services
ST. VINCENT HOSPITALS INDIANAPOLIS
Indianapolis, IN
09.2009 - 03.2012
- Served as project manager for room service start up and implementation for a 747 bed hospital with 100 employees
- Collaborated with suppliers to develop the approved patient formulary
- Provided nutrition expertise for menu development, budget management, and medical nutrition therapy and ensured regulatory compliance
- Manage implementation and maintenance of CBORD diet office database
- Arrange organization wide education for all hospital disciplines on current nutrition trends
- Develop, maintain and implement food service policies and procedures.
Division Director of Service Excellence, Patient and Clinical Services
ARAMARK HEALTHCARE
09.2008 - 08.2009
- Provided strategic leadership within the division in the development and implementation of patient dining and clinical nutrition programs
- Experience with Press Ganey, Avatar, NRC Picker, and PRC throughout the healthcare division
- Developed patient and clinical proposals for new business
- Developed and coordinated WebEx trainings and resources for clinical ladder applicants, managers and region teams
- Revised educational materials for division clinical patient education
- Facilitated ARAMARK Healthcare new manager training
- Collaborate with IT to advance Clinical Productivity program and participation.
Regional Director of Operations, Patient and Clinical Services
ARAMARK HEALTHCARE
01.2007 - 09.2008
- Provided strategic leadership within region in the development and implementation of patient dining and clinical nutrition programs
- Provided support and training to the field to enhance understanding brand initiatives
- Guided region account managers in achieving corporate and client goals for patient and clinical services in the areas of customer satisfaction, operational quality, and financial accountability
- Trained and certified in Miller Heiman Strategic Selling and Blue Sheet development
- Provided regional leadership and best practice sharing for clinical nutrition and patient meal delivery programs to over 25 regional healthcare and premier national accounts.
System Assistant Director of Patient and Clinical Services
COMMUNITY HEALTH NETWORK
Indianapolis, IN
11.2002 - 01.2007
- Developed and implemented room service for a 300 bed hospital
- Managed extensive outpatient and community outreach clinical programs
- Successful conversion and implementation from cook chill to cook serve for a 300 bed hospital
- Served as a Peer Review Coordinator for the Central Region.
Education
Masters of Business Administration -
INDIANA WESLEYAN UNIVERSITY
Marion, IN12.2008
Masters of Science in Education: Instructional Technology -
PURDUE UNIVERSITY CALUMET
Hammond, IN08.2003
Bachelor of Science: Human Ecology-Dietetics -
UNIVERSITY OF DAYTON
Dayton, OH05.1997
General Studies- Semester Abroad -
MACQUARIE UNIVERSITY
Sydney, AustraliaSkills
- Relationship Management
- Account Management
- Cross-Functional Collaboration
- Training and mentoring
- Data-driven decision-making
- Innovation management
- Meeting facilitation
Timeline
Senior Client Executive
TELADOC HEALTH
04.2019 - Current
Adjunct Faculty
Loyola University
05.2015 - 05.2019
Director/General Manager
UCHICAGO MEDICINE INGALLS MEMORIAL HOSPITAL
03.2015 - 11.2018
Food Services Director: General Manager for Hammond and Dyer locations
FRANCISCAN ST. MARGARET HOSPITAL
03.2012 - 02.2015
System Director of Patient and Clinical Services
ST. VINCENT HOSPITALS INDIANAPOLIS
09.2009 - 03.2012
Division Director of Service Excellence, Patient and Clinical Services
ARAMARK HEALTHCARE
09.2008 - 08.2009
Regional Director of Operations, Patient and Clinical Services
ARAMARK HEALTHCARE
01.2007 - 09.2008
System Assistant Director of Patient and Clinical Services
COMMUNITY HEALTH NETWORK
11.2002 - 01.2007
Masters of Business Administration -
INDIANA WESLEYAN UNIVERSITY
Masters of Science in Education: Instructional Technology -
PURDUE UNIVERSITY CALUMET
Bachelor of Science: Human Ecology-Dietetics -
UNIVERSITY OF DAYTON
General Studies- Semester Abroad -
MACQUARIE UNIVERSITY