Keron Chang
Naugatuck,Connecticut
Summary
Accomplished professional with more than 12 years’ experience in healthcare and pharmaceuticals including oncology, endocrinology, and rare diseases, and more than 15 years’ experience in business having successfully led several complicated departments within multinational corporations. Adept at teaching and educating on complex scientific information through analysis, discussions, presentations, and seminars using online LMS systems and popular tools including Teams, Zoom, and Google Meet.
Overview
17
17
years of professional experience
Work History
Biopharma Consultant
Amplity Health – Eastern US
04.2021 - Current
- Work with internal, global, regional, and especially in-country teams to support needs across pipeline programs managing over 200 client accounts
- Create precision medicine program with a key focus on genetic and genomic diagnostic partnerships for rare neurologic and neurodegenerative diseases, and mitochondrial disorders resulting in more than 20% increase in new patient identification
- Facilitate virtual educational programs for nurses, doctors, and allied health professionals in target accounts ensuring complete understanding of disease, processes, and treatments
- Increase disease awareness related to ultra rare and rare diseases across diverse geographic region comprising more than 250 individual and institutional accounts
- Efficiently manage the Northeast territory with a portfolio of client accounts and health care practitioners including hospitals, academic centers, MDs, RNs, Pharm Ds, etc., surpassing client goal by more than 300%
- Effectively develop, execute, and manage area business plans to ensure complete penetration in key accounts.
Registered Nurses Asst Manager
Montefiore
Bronx, NY
09.2019 - 11.2021
- Directly oversee a team of 45, , and administrative staff to deliver professional and effective post-surgical nursing care within busy acute care unit in accordance with hospital guidelines and procedures
- Critically assessing and evaluating patient needs and responses to care rendered while applying sound nursing judgment in patient care management decisions
- Effectively coordinating patient care activities based on established priorities including teaching, rounding, counseling, and discharge planning
- Effective execution of safety and infection control procedures (standard precautions, airborne precautions, droplet precautions, contact precautions, etc.) based on defined hospital evidence-based guidelines
Clinical Educator
GlaxoSmithKline, GSK
, NJ
07.2015 - 04.2020
- Specialty clinical educator for 3 biologic therapies across 3 rare disease states surpassing organizational goals by 100-150%
- Efficiently managing New York and New Jersey territory with a portfolio of client accounts and health care practitioners including hospitals, academic centers, alternate sites of care, MDs, RNs, etc., to reach company goals
- Conduct large and small educational programs for healthcare professionals facilitating proficiency in complex medications and scientific information consistently surpassing customer reach and satisfaction goals by 10-20% year over year
- Effectively develop, execute, and manage area business plans to ensure complete penetration in key accounts
- Successfully create, facilitate, and implement training and development plans for new hire team members across key product lines
- Deliver award winning performance each year including Trailblazer awards, LOVE awards, and various other leadership awards that demonstrate goal achievement
Oncology & Stem Cell Transplant
09.2012 - 09.2019
- Expert teaching, administration, and monitoring of chemotherapy drugs and agents for various types of cancers
- Tactful management and care of various oncological emergencies including SVC Syndrome, Cord Compression, and TLS
- Critically assessing and evaluating patient needs and responses to care rendered while applying sound nursing judgment in patient care management decisions
- Effectively coordinating patient care activities based on established priorities including teaching, rounding, counseling, and discharge planning
- Effective execution of Safety and infection control procedures (standard precautions, airborne precautions, droplet precautions, contact precautions, etc.) based on defined hospital evidence-based guidelines
- Training and educating healthcare professionals on immunotherapies, gene therapies, and biologics
Clinical Educator
Express Scripts
New York
12.2013 - 01.2016
- Provide patients, physicians, and health care providers with device specific and program specific trainings, approved materials, and tools to effectively execute a quality clinical process, ensuring that training materials support the desired standard in accordance with company policy and procedures, accreditation standards, and program requirements
- Design, develop, and deliver trainings to address identified needs & gaps in performance or knowledge for HCPs and patients
- Support trainings for patients, physicians, and health care providers by providing recurrent, tactical, customer service and client specific programs delivered through a variety of mediums to support the business need (classroom, webcasts, etc.)
- Trainings encompass presentations and return demonstrations to ensure level of competency of team members.
National Director
Kaplan Inc
New York, NY
11.2011 - 07.2013
- Strategic head of operations for a multibillion-dollar company, with primary focus on crafting an exceptional customer strategy and developing a team of customer success managers and team members distributed across the US
- Serve as customer advocate for all national projects and strategic decisions by collaborating with multiple departments and IT teams to develop ongoing product improvements, service processes, and digital assets
- Oversee training on customer service and product usability to team members throughout the organization using best in class LMS systems
- Ensure compliance with organizational policies and service standards
- Establish and track reporting metrics for customer service
- Selected Contributions:
- Effectively increased customer satisfaction ratings from 65% to 84% by implementing strategic initiatives
- Expertly established quality assurance team and processes, reducing error rate for new products by 60% and reducing issue resolution time from two to three months to two to three days
- Implemented self-service strategy for customers to reduce service issues and increase satisfaction
- Successfully revised communication strategy to ensure a more consistent message throughout operations.
National Director of Student Services
Kaplan Inc
New York, NY
12.2006 - 11.2011
- Managed national operations team, with direct responsibility for five managers and their teams comprising four departments and several product lines creating a cultural shift to improve employee engagement, life balance, and overall connectedness and productivity
- Reported to the Vice President of Operations and Chief General Counsel while overseeing department budget, with a focus on increasing efficiency
- Negotiated and resolved legal disputes with customers as appropriate
- Select Contributions:
- Built a positive work environment by implementing novel training programs and developing rewards systems to successfully reduce unwanted attrition and increase engagement
- Improved customer service productivity by developing new policies and procedures for teams and departments, as well as reenergizing struggling segments
- Developed new processes focused on improving customer relations and streamlined customer intelligence initiatives around key data points and actionable metrics
- Implemented improvement processes for tracking and resolving technical and process issues impacting brand image
- Served tirelessly as customer advocate for multiple tech initiatives and new products
- Established a new retention and collections department, delivering an additional $1.5M in annual savings and upsells
- Increased monthly revenue by more than 25% through successful customer engagement initiatives
- Restructured customer service department, with more than 15% increased efficiency yearly.
Education
Bachelor of Science - Nursing
Chamberlain University
September 2021
MBA - Management
King Graduate School
June 2017
Master of Business Administration - undefined
Bachelor of Business Administration - Business Management / Finance
Monroe College
Skills
- Nursing and healthcare
- Teaching and Training
- Strategic Planning & Development
- Cultivating & Maintaining Key Relationships
- Presenting Complex Scientific Information
- Team Leadership & Coaching
- Project Management
- Excellent Interpersonal Skills
- Rare Diseases & Biologic Therapies
Timeline
Biopharma Consultant
Amplity Health – Eastern US
04.2021 - Current
Registered Nurses Asst Manager
Montefiore
09.2019 - 11.2021
Clinical Educator
GlaxoSmithKline, GSK
07.2015 - 04.2020
Clinical Educator
Express Scripts
12.2013 - 01.2016
Oncology & Stem Cell Transplant
09.2012 - 09.2019
National Director
Kaplan Inc
11.2011 - 07.2013
National Director of Student Services
Kaplan Inc
12.2006 - 11.2011
Bachelor of Science - Nursing
Chamberlain University
MBA - Management
King Graduate School
Master of Business Administration - undefined
Bachelor of Business Administration - Business Management / Finance
Monroe College
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