Josephine Mackey
Hanover,MI
Summary
Senior Director of Client Services providing leadership and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.
Overview
25
25
years of professional experience
Work History
Senior Director of Client Services
MiraMed Global
02.2012 - Current
- Interact with clients on regular basis to quickly alleviate issues and provide project updates.
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes, and follow up to achieve resolution.
- Oversee daily offshore operations, including performance and ensuring client SLA is being met.
- Responsible for staffing levels and coordinating to ensure clients are staffed according to SOW contract agreements.
- Perform duties and provide service in accordance with established operating procedures and company policies.
- Analyze data to improve performance and process efficiency
- Collaborate with Sales team on RFPs including presentations.
- Maintain client files with contracts, records of client interactions, client notes, and other information.
- Schedule and attend meetings with clients and prospective clients as requested.
- Partner with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegate tasks to existing support team members to help solve issues.
- Deliver outstanding service to clients to maintain and extend relationships for future business opportunities.
Client Services Manager
MiraMed Global
03.1998 - 02.2012
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Managed $8M monthly revenue collections
- Managed staff both onsite and offsite
- Interacted with insurance carriers to resolve payer behavior issues.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Established performance and service goals and held associates accountable for individual performance.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Education
High School Diploma -
Hanover Horton High School
Hanover, MISkills
- Project Management
- Staff Management
- Time Management
- Coaching and Mentoring
- Managing Operations and Efficiency
- Continuous Improvement Process
- Revenue Cycle Management
- Organized
Timeline
Senior Director of Client Services
MiraMed Global
02.2012 - Current
Client Services Manager
MiraMed Global
03.1998 - 02.2012
High School Diploma -
Hanover Horton High School