Jordan Munson

Company Overview: Remote / Virtual Care Company

• Led a cross-functional department of four core leaders, with teams focused on loyalty, program success, process improvement, and onboarding.
• Sustained a 100% voluntary employee retention rate over five years, reflecting a supportive environment where team members felt valued and empowered.
• Oversaw business-critical programs, including Qualtrics surveys, ticketing systems, and led presentations to executive leadership (ELT/SLT).
• Co-chaired a high-impact executive oversight initiative with the cofounder to proactively identify operational risks, resolve cross-functional challenges, and strengthen strategic transparency and alignment across senior leadership.
• Led strategic initiatives to enhance organizational efficiency and effectiveness.
• Delivered best-in-class survey response rates of 25–35% and maintained Net Promoter Scores (NPS) between 62 and 73.
• Increased team productivity by 146%, and improved job satisfaction by 11% in under one month.
• Optimized Five9 IVR structure, reducing nurse call transfers and saving 5+ hours weekly.

• Built the Patient Experience department from the ground up, including launching the company’s first experience management platform, Qualtrics.
• Designed and implemented a company-wide Quality Framework and turnaround-time standards across departments.
• Spearheaded Voice of the Patient program, aggregating and presenting data to executive leadership and guiding major business decisions.
• Played a key role in the company’s first development of a patient-specific portal and app, informing platform strategy and feature design by championing patient needs and leading structured feedback initiatives.
• Facilitated full-day Patient Journey Workshops with senior and executive leaders, producing dozens of actionable items across departments and driving follow-through through hands-on accountability.

• Led a team of 7–17 nurses with zero voluntary turnover; promoted 5 team members into leadership roles.
• Developed and refined protocols and policies during major company scaling (from 25 to 200+ employees).
• Implemented coaching, quality oversight, and documentation best practices.
• Recruited and hired qualified candidates to fill open positions.

• Achieved a 92% patient activation rate (highest in company history), onboarding Aetna patients into the virtual care program.
• Used confident communication and expert device knowledge to increase patient trust and engagement.
• Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.

• Managed transplant patient caseloads across the continuum of care.
• Focused on coordination, education, and longitudinal case management in a remote setting.

(Note: Worked part-time in ER roles during overlapping full-time employment at Aetna to maintain clinical practice and contribute to frontline care.)

• Provided emergency care in diverse, high-acuity environments including float pools and trauma settings.
• Honed triage, communication, and clinical skills foundational to later leadership roles.