Jodi Nordstrom

Customer Onboarding

• Work with Commercial Sales as soon as the target customer has been identified as a candidate for this process. Learn from all parties involved what the value proposition is that has been presented to that customer as well as their key needs to assure a seamless transition. Understand all aspects of the customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing, and Patient Service perspective.
• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.
• Schedule and conduct initial training sessions for key customers. Conduct follow-up or retraining sessions, if necessary.
• Set up and assure overview of strategic accounts through the monitoring process. Review outcome of results daily during the first 45 days.

Customer Retention

• Evaluate all information received and create a start-up or “risk-repair” plan based on what is learned.
• Attend “At Risk” conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
• Review Client Problem Tracking module or other client problem reporting mechanism for at-risk accounts and coordinate action(s) between functional groups to resolve At Risk issues in timely manner.
• Review the timeliness of the functional group’s response. Notify the functional group immediately if the turn around time goal is exceeded.
• Review the root cause description and appropriateness of the functional group’s corrective action. Notify the functional group if resolution is unclear, inadequate, and inappropriate, or if documentation is required. Work with group to develop effective action plan. Monitor implementation.
• Visit or conduct conference calls with client accounts and at-risk clients to ensure that resulting, resolution, and follow-up activity is satisfactory. Solicit and resolve other outstanding issues or concerns.
• In partnership with Commercial Sales, establish routine client visitation or conference call schedule to meet with key accounts and at-risk clients to review service metrics, satisfaction with local services, and address concerns.
• Works with Director or Problem Resolution Specialist to analyze chronic service failures and develop corrective actions. Coordinate the contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the problem resolution progress or as requested by the regional senior staff.
• Ensure total compliance with all company policies and government regulations. Maintains required documentation.
• Manage other projects/responsibilities as assigned by the Director.

• Followed safety protocols and precautions for safe and hazard-free work environment.
• Maintained laboratory equipment and supplies, ensuring proper functioning and compliance with laboratory standards.
• Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
• Enforced quality control protocols to maintain accuracy of test results.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Managed time efficiently in order to complete all tasks within deadlines.
• Managed and motivated employees to be productive and engaged in work.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Onboarded new employees with training and new hire documentation.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.