Jennifer Woodard
Crofton,MD
Summary
Seasoned Senior Management Executive with over 30 years experience in customer service, call center operations, and healthcare management. Led initiatives to enhance patient access and satisfaction through strategic planning and effective leadership. Skilled in navigating complex healthcare systems and ensuring regulatory compliance while fostering interdepartmental relationships to improve workflow efficiency and hospital performance.
Overview
34
34
years of professional experience
Work History
Patient Access Manager
Luminis Health
Annapolis, MD
11.2023 - 03.2026
- Managed all operations for key components of the Call Center and shared services functions to maintain service delivery standards and regulatory compliance.
- Applies expert knowledge of inbound and outbound call center industry and performance metrics to consistently meet or exceed those metrics.
- Provide interface and support with other corporate departments and external customers i.e., clinical, in market, human resource, IT, patients, clients and all other pertinent personnel.
- Drive organization towards metrics and revenue goals, with the objective to exceed business expectations.
- Prepare executive level reporting to support leadership decisions.
- Identify key issues, gaps or problems and owns resolution, continuously improves the operation from both quality and cost perspectives.
- Partner cross-functionally to accomplish organizational objectives and ensure successful, operational implementations.
- Develop and maintain an expert level of knowledge regarding products, services, infrastructure and operations.
Manager
MedStar Health
White Marsh, MD
10.2019 - 11.2023
- Reviewed statistics and performance improvement data; designed, developed and maintained management reports to track and trend statistics and productivity.
- Ensured all central scheduling operational goals were maintained and met to include, abandonment rate, average wait time, average talk time, etc.
- Monitored and ensured staff compliance with all appointment scheduling policies and procedures and implements internal controls and quality assurance accordingly.
- Worked with other departments to implement and revise procedures, enhancing service and support in central scheduling processes.
- Evaluated established policies and the development of new policies and procedures to improve operations and maintain compliance with other regulatory entities.
- Performed analysis of error reports to determine patterns related to department source, type of error, and system involvement.
- Oversaw Human Resources functions including hiring, coaching, employee development, staffing levels, terminations, evaluations and employee satisfaction to maintain performance and quality work environment.
- Interfaced with other hospital departments, physicians and staff, as well as external customers to promote communication, improved operations and maintained high quality service to all.
- Participated in committees, projects, and initiatives both within the hospital and with external organizations to foster team approach to ensure continuous improvement of operations.
Program Manager
Motor Vehicle Administration
Glen Burnie, MD
05.2018 - 12.2018
- Managed a staff of 60 employees, including six Supervisors.
- Managed onsite and remote call center operations for 50 agents, ensuring alignment with organizational goals.
- Provided managerial oversight to various areas within Central Operations and Safety Programs, which included individual business processes, data systems, and products.
- Established performance standards for staff and conducted benchmarking to recommend initiatives for enhancing operational efficiency.
- Managed, guided, and motivated a diversified office. Adept at allocating resources to adjust for shifts of internal and external customer demands.
- Interpreted complex motor vehicle laws and was a key team player in the development, implementation and monitoring of emerging technological systems and legislation.
- Facilitated communication between Federal, State, and Local Government officials.
- Worked in a contract capacity.
Vice President of Customer Relations
Classic Brands
Jessup, MD
03.2008 - 02.2018
- Created and developed the eCommerce division from the ground up, with sales revenue of approximately $100M in less than three years.
- Developed, coached and led sales team on methods to improve sales results as well as how to acquire new revenue streams.
- Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, KPI’s and cost/benefit analyses.
- Established metrics-driven system to track individual and team call volumes and average call times, enabling targeted performance improvements.
- Oversaw manufacturing, supply chain, logistics, sales, eCommerce, and customer service operations, ensuring seamless integration across all departments.
- Deployed ERP management information system to enhance operational efficiency and data accuracy.
Customer Relations/Internet Sales Manager
Martens Cars of Washington
Washington, DC
09.2006 - 10.2007
- Led Internet Sales Team, driving prospecting, customer demonstrations, handling inquiries, closing sales, and overseeing delivery programs.
- Fostered relationships with key clients to enhance satisfaction.
- Managed customer inquiries and resolved issues efficiently.
Call Center Director
America’s Most Wanted
Bethesda, MD
03.1998 - 09.2006
- Directed daily operations of call center for high-profile crime prevention organization.
- Directed daily call center operations, training staff, supervising activities, coaching employees, managing productivity, conducting performance reviews, handling payroll, administering disciplinary actions, fostering career development to enhance team capabilities.
- Implemented training programs to enhance agent performance and service quality.
- Managed a team of agents, fostering collaboration and communication.
Project Manager/Senior Computer Training Specialist
PaL-Tech
Arlington, VA
05.1996 - 05.2001
- Delivered technical expertise while managing implementation of programs and projects, enhancing overall project outcomes.
- Executed hardware and software installations, managed vendor communications, and monitored systems to ensure seamless integration.
- Researched, tested, and planned for the integration of new information technologies.
- Provided help desk support, resolving software and hardware issues for employees to maintain operational efficiency.
Senior Training Manager
U.S. Agency for International Development
Washington, DC
10.1991 - 05.1996
- Identified training and development needs through analysis of job requirements, operational challenges, existing training programs, and professional development levels to inform targeted training initiatives.
- Developed training manuals, quick reference guides, and SOPs to standardize processes and support staff in their roles.
- Led and facilitated learning in one-on-one and classroom settings to enhance knowledge retention and skill application.
Education
Healthcare Management -
Columbia Southern University
12-2027
Network Information Systems -
Prince Georges Community College
Skills
- Epic
- eClinicalWorks
- Salesforce
- IDX
- MedConnect
- Talkdesk
- Microsoft Office 365
- Cisco
- Webex
- Google Workspace
Timeline
Patient Access Manager
Luminis Health
11.2023 - 03.2026
Manager
MedStar Health
10.2019 - 11.2023
Program Manager
Motor Vehicle Administration
05.2018 - 12.2018
Vice President of Customer Relations
Classic Brands
03.2008 - 02.2018
Customer Relations/Internet Sales Manager
Martens Cars of Washington
09.2006 - 10.2007
Call Center Director
America’s Most Wanted
03.1998 - 09.2006
Project Manager/Senior Computer Training Specialist
PaL-Tech
05.1996 - 05.2001
Senior Training Manager
U.S. Agency for International Development
10.1991 - 05.1996
Healthcare Management -
Columbia Southern University
Network Information Systems -
Prince Georges Community College