Kellie Stewart
Customer Success Manager
Wallingford,CT
Summary
Enthusiastic and dedicated Customer Service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and adept at establishing rapport with clients. Committed to enhancing customer experiences with top-notch skills in communication, active listening and analytical problem-solving to contribute to company success.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Clinical Specialist, Physical Therapy
Gaylord Specialty Healthcare
North Haven, CT
2 2024 - Current
- Spearheaded the development of Gaylord's inaugural Perinatal Physical Therapy program, leading to successful patient recovery rates that improved patient satisfaction scores by 15% within 6 months.
- Designed marketing deliverables targeting local OBGYNs, providing education on the benefits of perinatal care and boosting appropriate referrals.
- Customer service: Managed 30-40 patient cases on average, with over 200 face to face customer interactions per month
- Interviewed and onboarded multiple new hires to increase staffing by 20%
- Mentored new graduates through one-to-one coaching sessions, fostering professional growth and high-quality client care.
- Served as key liaison between clinicians, patients, and administrative staff to facilitate patient scheduling and improve overall satisfaction.
- Created technique videos, social media content, and comprehensive clinical education programs to improve consumer engagement and patient outcomes.
- Promoted a culture of safety within the organization by developing risk management strategies that address potential hazards related to facilities or procedures.
Clinical Education Supervisor, Physical Therapy
PT+ Physical Therapy
Fairfield, CT
06.2017 - 01.2024
- Successfully marketed and sold cash-based packages to clients, resulting in a 40% increase in revenue.
- Created an onboarding program for all new hires and full time PT students to maximize integration of company culture, standards, and goals.
- Designed weekly assessments that accurately measured student progress towards achieving academic objectives.
- Streamlined administrative processes, resulting in a 50% reduction in patient wait times and significantly enhancing overall clinic efficiency.
- Monitored KPIs and optimized survey questions within EMR systems, resulting in an 80% improvement in retention rates.
- Redesigned webpage to improve user experience, increasing time on site by an average of 1 minute.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts.
Doctor of Physical Therapy
Jersey Physical Therapy
East Brunswick, NJ
08.2016 - 05.2017
- Implemented advanced therapeutic techniques, leading to measurable improvements in outcomes for 80 clients per week in a high volume outpatient clinic.
- Provided detailed written and oral reports to relay treatment plans to referring providers, ensuring collaborative care and optimizing outcomes.
- Conducted bi-weekly performance assessments to ensure clients consistently progress towards their goals.
- Contributed to ongoing professional development by actively participating in continuing education courses, workshops, and seminars related to clinical practice advancements.
Education
Doctor of Physical Therapy -
MCPHS University
Worcester, MA 09.2012 - 05.2015
Master of Science - Exercise Science
Rutgers University
New Brunswick, NJ 09.2008 - 05.2012
Skills
CUSTOMER EXPERIENCE
CLINICAL EXPERTISE
DATA ANALYSIS
ADAPTABILITY
PROFICIENCY IN SAAS
INTERPERSONAL RELATIONSHIPS
PROBLEM-SOLVING
ORGANIZATION AND PLANNING
Certification
CT Licensed Physical Therapist
Timeline
Clinical Education Supervisor, Physical Therapy
PT+ Physical Therapy
06.2017 - 01.2024
Doctor of Physical Therapy
Jersey Physical Therapy
08.2016 - 05.2017
Doctor of Physical Therapy -
MCPHS University
09.2012 - 05.2015
Master of Science - Exercise Science
Rutgers University
09.2008 - 05.2012
Clinical Specialist, Physical Therapy
Gaylord Specialty Healthcare
2 2024 - Current
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