Kailen Hennessey
Manchester,NH
Summary
Patient Services and Healthcare Operations Leader with 8+ years of experience driving patient access, advocacy, and service delivery across insurance, provider relations, and healthcare operations. Proven expertise in leading cross-functional teams, optimizing patient journeys, and implementing systems to improve adherence, trust, and satisfaction. Strong track record of continuous improvement, regulatory compliance, and program execution. Skilled in building collaborative relationships across Sales, Marketing, Clinical, IT, and Compliance to ensure best-in-class patient experience.
Overview
9
9
years of professional experience
Work History
Manager, Voice of the Customer/Patient experience
Ametros Financial Healthcare Operations & Insurance Services
07.2024 - 07.2025
- Company Overview: Acquired by Webster Bank
- Directed cross-functional patient services and escalation teams, improving satisfaction scores (CSAT/NPS) by 10% through proactive communication and service delivery enhancements.
- Designed patient journey workflows integrating reimbursement support, financial guidance, and mental health resources, reducing repeat contacts and improving adherence.
- Developed CRM and reporting expertise (Salesforce, SharePoint, Power BI, Tableau) to monitor key patient service metrics (AHT, response time, QA, CSAT), enabling leadership to make data-driven decisions.
- Partnered with Sales, Operations, Finance, and Compliance on high-visibility patient access cases, protecting revenue and ensuring regulatory compliance.
- Led continuous improvement initiatives across patient support operations, embedding advocacy resources and best practices for long-term engagement.
- Acquired by Webster Bank
Manager, Claims and Patient Services
United Healthcare
02.2024 - 07.2024
- Led 15–20 patient access managers with oversight of 200+ indirect call center staff supporting claims and patient services.
- Developed staffing models, scheduling structures, and KPI dashboards (CSAT, NPS, resolution time, adherence rates) to ensure service-level compliance and transparency.
- Partnered with workforce management, clinical, and BPO teams to improve resource alignment, accuracy, and efficiency in high-volume healthcare operations.
- Implemented mentorship and coaching programs to enhance accuracy, engagement, and retention of patient services staff.
Supervisor, Patient Support Services
United Healthcare
08.2022 - 02.2024
- Supervised 20+ patient service advocates handling high-volume healthcare inquiries; consistently met resolution time and patient satisfaction targets.
- Directed workforce allocation and shift planning to ensure SLA adherence during peak demand.
- Delivered coaching, performance reviews, and training to improve quality scores and reduce attrition.
SENIOR QUALITY Analyst Lead
United Healthcare
10.2020 - 08.2022
- Oversaw QA processes for 60+ complex patient access and reimbursement cases daily, leveraging root cause analysis to reduce repeat contacts and drive improved patient outcomes.
- Partnered with clinical and operational teams to align workflows with compliance and patient service standards.
- Monitored QA, CSAT, and HIPAA compliance metrics to ensure patient-first service delivery.
Escalated Account Manager
United Healthcare
08.2019 - 10.2020
- Managed approximately 30 incoming calls and emails daily of high-visibility patient escalations, ensuring empathetic resolution and preserving patient and provider trust.
- Served as subject matter expert during Salesforce migration; optimized workflows and patient service knowledge-sharing.
- Collaborated with senior leadership to resolve urgent patient concerns and safeguard access to care.
Patient Advocacy Team Lead
United Healthcare
01.2017 - 08.2019
- Supported Salesforce implementation, user acceptance testing, and training for patient service workflows.
- Managed resolution of 30-60 of complex patient cases daily across multiple systems, reducing turnaround time and improving satisfaction.
- Traveled to deliver new-hire training and leadership development programs, preparing frontline staff for patient support excellence.
Education
BBA - BUSINESS ADMINISTRATION, ORGANIZATIONAL PSYCHOLOGY
Southern New Hampshire University
Manchester08.2025
Associate of Science - Animal Science And Veterinary Technology
University of New Hampshire
Durham, NH05.2016
Skills
- Leadership & Coaching: Team management, retention, performance reviews, talent development, continuous learning culture
- Patient Services & Advocacy: Escalation management, reimbursement support, adherence strategies, provider/payer collaboration, patient experience
- Operations & Process Improvement: Workflow design, knowledge management, SOP development, compliance alignment
- Data & Reporting: KPI monitoring, trend analysis, dashboard creation, service-level reporting
- Analytics & Tools: Power BI, Tableau, Salesforce, Dynamics 365, SharePoint, Microsoft Office Suite
- Compliance & Risk Management: HIPAA guidelines, healthcare regulatory standards, risk management
Timeline
Manager, Voice of the Customer/Patient experience
Ametros Financial Healthcare Operations & Insurance Services
07.2024 - 07.2025
Manager, Claims and Patient Services
United Healthcare
02.2024 - 07.2024
Supervisor, Patient Support Services
United Healthcare
08.2022 - 02.2024
SENIOR QUALITY Analyst Lead
United Healthcare
10.2020 - 08.2022
Escalated Account Manager
United Healthcare
08.2019 - 10.2020
Patient Advocacy Team Lead
United Healthcare
01.2017 - 08.2019
BBA - BUSINESS ADMINISTRATION, ORGANIZATIONAL PSYCHOLOGY
Southern New Hampshire University
Associate of Science - Animal Science And Veterinary Technology
University of New Hampshire
Professional Development
- Leadership Development Program, United Healthcare, 2020-2021
- Applied Marketing Strategies — Credly, 2022
- Lean Six Sigma Yellow Belt, Ametros/Webster Bank, Completed 2025
- Lead with Impact Leadership Program, Ametros/Webster Bank, 2025
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